Call Statistics Lost Call Analysis

Call Statistics Lost Call Analysis

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.

Lost Call Analysis

Lost call analysis is a feature integrated into your call reporting software based on your call statistics. It allows you to interrogate the call statistics to analyse and gather the information of the callers that couldn’t get through to your business when they tried to call, enabling you to contact them.

Lost call analysis is a good tool for finding out what works and what doesn’t in your business – and this can apply to staff as well as technology and systems. Having lost call analysis can immediately improve your business and make it more efficient and it can certainly make your customers a lot happier. For more information about lost call analysis or network level services, simply contact the experts today.

Features

• The software provided by Elite Telecom can create reports for you to easily read up on the lost call information. These reports are created automatically, or you can create your own in case you need slightly different data on one occasion.
• Call assessment reports are designed individually to fill your unique business needs and can be updated easily as often and as quickly as you need to allow you to respond to concerns or customer information needs that might come up.
• Research has been shown to prove that many call centres find it hard to find time to listen to previously recorded calls. They might have invested in one of our call recording systems but they cant find the time to review the calls or to provide feedback to their agents about it and this is why call analysis is useful – it does the job for you.

Benefits

• Your business is less likely to lose out on current and potential customers because you can keep the information generated from the lost call reports to contact the people who were unable to get through. This will keep people interested and show loyalty from you as a business.
• Similar to the point above, but you will keep existing and potential customers happy if you give them a call back when they can’t get through to a calling agent. The last thing you need for a business is to create a bad reputation for customer to business relationships. Customers need to know they can trust you.
• Lost call analysis provides your business with procedural accuracy. You will always have the correct information and contact details for your callers as they will be recorded when they call, and recognised every other time they call. This can save embarrassment from getting details wrong to a person when making a call back.
• When lost call data is recorded, other notes can be made on the call from other observations, for example if this caller has been dealt with at a previous date and one of the calling agents knows more information about this caller, they can make a note on the call and the agent to call back will have all the information they need. This is great customer service.

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