Call Statistics Engaged Call Reporting

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Call Statistics Engaged 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.

Engaged Call Reporting

Elite’s Engaged Call Reporting provides you with reports containing the overall call statistics of callers against the amount of callers that only reached an engaged tone and didn’t speak to an agent. With these reports you can see exactly how many calls your business loses when callers reach a busy line. These reports are usually sorted on a time basis whether it be in hours, days, weeks, months or years.

When your customer hits an engaged tone, it doesn’t provide a very professional image and it can even stop a customer wanting to call back again. Engaged call reporting can let you see how big of problem call traffic is, whether customers call back after an engaged tone or never call back at all. Engaged call reporting can do an awful lot for your business.

As well as call profiling, Elite Telecom can also offer your company things such as call recording and call queuing which can work in conjunction with out call profiling system, giving you an efficient solution for you company.

Features

  • The engaged call reports analyse the calls that reach an engaged tone only. It keeps all the other calling reports separate e.g. unanswered calls; allowing the reports to become very simple and easy to understand. It also allows you and your business to make decisions about these particular calls without the interference of any other details.

  • The reports that Elite produces give you detailed information about the number of calls that hear the busy tone and the statistics that these calls create. This could be how long the caller waited has been trying to call or any other stat that can be generated from a missed call. The reports come in whatever outcome you like if that in a chart, graphs or list of figures it is up to you.

Benefits

  • Businesses directors can now be up to date and view call reports on an internet connected system. Employees with access to passwords can log in and access the system reports to view the data reports. You can see the data from either one call centre or several, as well as any home workers you may have calling on the business lines. Problems can be found and prevented before they have chance to turn into a real issue.

  • If your employees are made aware that their work is being kept on report, they are likely to improve the results in essentially answer as many calls as possible during a shift. More effort from the workers will improve the businesses functionality and therefore have an overall effect your customers and your business.

  • Keep track of how many calls are not being answered by your calling agents and find out the reasoning behind it by overlooking the engaged call reports. Large amounts of busy tones received by customers will create a long list of angry customers with the chance of losing business.

  • Reviewing your engaged call reports often will allow you to notice problems before they arise or get worse and before your engaged call list gets out of control. It is no effort check to see if calls are getting through within the time that your business requires.

  • More information...

      Engaged call reporting could help your business in regards to improving how many incoming calls are actually answered by agents and how many are left to listen to the engaged tone. This would ensure your calling agents answer as many calls as they can how to respond faster and how to improve in creating relationships with customers. It is the manager’s job to decide the most appropriate way to use the data for the business, or we can provide you with some tips.

      The data being organised into the engaged lists can be used in different ways which depends on what the company expects from the database because businesses will use this information for many varied functions.

      One way the reports can be used effectively is for monitoring calls that are being answered within a certain time range, maybe a day, how many times the callers have got to the engaged tone and what time of day the callers are dialling and receiving a busy tone.

      A really useful aspect of this system is how the missed calls are reported and all the data can be organised into a better visual format. Engaged call reporting is a useful tool for your business to monitor calls that are missed inside the company.

      Your business will contain file of engaged calls and the frequency of reports can be changed at any point. Some enterprises may prefer to have a report created weekly, or others less often.

      Call reports can be generated as frequently as you need. In a call centre for example, a good idea could be to set outcome reports to be generated more often because of the amount of calls that are made on a day to day basis are greater than any other business.

      Feel free to contact us. Tell Elite what your business sells or provides and then Elite can give you a company specific consultation on how engaged call reports could benefit your company, and even the best way to utilise the reports.

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