Call Statistics Unanswered Call Reporting

Call Statistics Unanswered Call Reporting

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.

Unanswered Call Reporting

Unanswered call reporting with Elite Telecom provides you with reports and figures relating to how many unanswered calls you have to your business. Statistics can be views daily, weekly or monthly depending on your own business’ preference and there are many reasons why keeping track of your unanswered calls can be effective.

Unanswered call reporting should be a solution that every business has. If calls to your business are going unanswered, you need to know how often, how many and why. By doing this you can make your business more efficient and improve its customer reputation. For more information on unanswered call reporting, contact Elite Telecom today!

Features

• Because these reports focus on your unanswered calls only, it keeps these separate to the other reports on other aspects of your calls such as answered calls, making the reports much simpler and easier to read. It also allows you to make decisions easily on unanswered calls without the interference of other calls details
• The reports that Elite produces give you detailed information about the number of unanswered calls and the statistics to go with these calls, for example, how long the caller waited until the call was aborted or how many times they have tried to call etc. The reports come in the format that you request, whether that is in chart format, graphs or plain figures.

Benefits

• You can keep track of how many calls are not being answered by your calling agents and identify why this is happening. Too many unanswered or missed calls to customers could lead to unhappy customers, customer complaints or losing new potential customers.
• Keeping a lookout on your unanswered call reports as often as possible will allow you to see the problems arise before your unanswered call list gets too long. It doesn’t take much time to check to see if calls are being answered within the time frame that has been set by your business.
• If your call centre staff are made aware that the work they do is being looked over and recorded, they are likely to increase their efforts to please their manager and in effect, answer as many calls as they can. Greater effort will increase the businesses productivity and eventually have an effect on the income of your business as well as customer satisfaction.
• Managers of your business can now access real time call reports on a web-basedsystem. Authorised personnel can use their log in to access the system reports and view the data from one call centre or more, and home workers linking to the business lines, and identify potential problems before they have chance to turn into a real issue.
• If you ever receive a strange or unwanted call, or just came across a number you don't recognise and you feel suspicious about answering it, you can ignore it and then the system will provide you with more information about this call as you read the reports, and you can decide whether the call is legitimate and whether or not the agents should call back.

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