Call Statistics Answered Call Reporting

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Call Statistics Answered Call Reporting

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1. Do you know how many actual calls you receive and which dialled NGN the caller dialled? By using the network call reporting package, you can see in-depth stats on all NGN's.

2. Do you know the call trend patterns against each of your NGN's? The network call reporting package allows you to drill down into the daily call stats to break calls into each hour or 15 minute breakdowns which allows you to manage your staffing patterns more intelligently.

3. Do you have sufficient telephony capacity to handle your call volumes? Using the network call reporting package shows all answered, unanswered and engaged call attempts to each NGN and allows you to see were you are losing potential business on callers not being able to contact you – by using these reports we can work with you to solve potential capacity issues with network call queuing products for example.

4. Do you distribute calls out to different termination numbers? If so do you know how effectively each site is answering calls or not answering calls? Using the network TLI (terminating line identifier) report will show you the different termination numbers for each NGN and whether it was an answered, unanswered or engaged call.

5. Do you know how successfully any of your advertising campaigns are in terms of call volumes? The network call reporting package is updated every 15 minutes and allows you to see call traffic to each NGN with 15 minutes or a TV advert for example.

6. Do you understand your client base in terms of their geographic location? There is a range of inbound call profiling reports available that show the geographic areas that callers are dialling in from to each of your NGN's.

7. Do you know how many times an individual caller tries to contact you each day? By using the caller analysis report you can see the total number of offered calls to each NGN and also the total number of unique callers CLI's that those calls have originated from.

8. How do you view or access your call stats? The network call stats package consists of both a live web portal to run ad hoc reports but also contains an option to receive call reports automatically by email to pre-defined email address meaning that you don't have to rely on members of staff logging in to view the stats.

9. How do you handle your seasonal staffing levels based on previous years call volumes? Most call reporting packages only keep data for a limited period, usually 6 months, however using our network based call reporting based allows you to schedule automated report on a daily, weekly monthly basis in different formats allowing you to keep that data locally on your own network for future use.

10. Are you potentially losing business from callers ringing out of hours? By using the standard day / evening weekend breakdown reports, it allows you to view the number of callers outside of your working hours and will allow you to work with Elite to come up with an efficient service to handle those calls so you don't lose potential business.

Answered Call Reporting

Elite Telecom’s answered call reports provide you with facts and figures on incoming calls that your business receives and picks up. The reports can be broken down into whatever way is most useful for you which could be day by day, week by week or month by month. The reports also produce the answered call volume and the time the caller had to queue before the agent answered.

Answered call reporting allows you to maximise the efficiency of your business as well as increasing customer satisfaction. Easy to access and understand, answered call reporting could be the answer to all your problems. For more information on answered call reporting, give Elite a call today and speak to the experts!

Features

  • The reports provide detailed information about the number of incoming calls and the amount of time people have to wait before their calls are answered by an agent. The reports come in the format that you require, whether that will be pie charts, line graphs or a lump of figures.

  • This system focuses on one aspect of your calls only (answered calls) so it keeps these separate to the other reports on the rest of your calls, thereby making the reports more simple and easier to read and understand. It also allows decision making on answered calls easier without the interference of other details in the reports.

Benefits

  • Keeping an eye on your reports will allow you to see problems arise before your abandoned call rate gets too high. It doesn’t take long to notice if calls are being answered within the specified acceptable range that your business has set, and it is easy to monitor this.

  • If you ever receive a strange or unwanted call, or if you just come across a number you don't recognise and you feel unsure about, our system will provide you with more information about it as you start to speak to the caller, to give your agents a heads up before the call.

  • Managers and Directors can now access live, up-to-date call centre reporting on a consolidated web-based system. Managers can use their log in to access the system and view the data from multiple call centres or home workers relating to the business and identify upcoming problems before they turn into something that could cost time and money.

  • If your calling agents know that their work is being observed, they will try harder to please the manager of your business and therefore answer as many calls as they can. Trying harder will increase their productivity, having a snowball effect on the income of your business and customer satisfaction.

  • More information...

      Call reporting is a useful system for businesses monitoring all the calls that are answered within the business. One of the main features of this application is how the calls answered by the calling agents can be tracked and all the information can be put into a graph, spreadsheet or just a simple report.

      The data that is gathered in these reports can be used in many ways, most of which is down to your individual business requirements of the system because different businesses may need this data for different tasks. Some examples are to monitor how many calls are being answered within a particular time frame, how long the callers are on hold/queuing for and what times they are calling. This could help your business in terms better ways to handle your incoming calls to allow for the largest amount of answered calls, how to respond faster and how to improve on customer relations. This is where it is down to you - the business to decide how you want to use the data, as we can only advice you with the advantages it can provide to you.

      If you call Elite and tell us all about your business and what it does for people or businesses and we can give you help and advice on how our call reporting service can be beneficial to your individual business, and the most effective ways you can use it. We can only do this when we get a better understanding about your business, because we know from experience that everyone's business needs are different to the next. The benefits available further up this page are a guideline to how answered call reporting can be useful tool in a general business environment.

      Call reports can be generated as frequent as you want, usually depending on how many calls your business tends to receive. For example, within a call centre it may be a good idea to set a report every hour, and a report will be produced. This way you have a constant record and the frequency can always be changed in quiet spells or you can delete the reports you don't need. Other businesses may prefer to have a report created every week or even every month.

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