Understanding Phone System Analytics

February 24th, 2016 by admin

In today’s mobile world, almost every technological purchase a business makes should be supported by data that validates the investment. Phone systems should be no different. And this goes beyond just tracking or reporting inbound and outbound call volume; this is the process of evaluating comprehensive data of the system to determine how that data benefits your organization. But that begs the question: What call data should you be concerned about? .
Here are a few basic definitions you want to know to help you answer that question for your specific business:

Call Tracking: This measures inbound call volume from the variety of sources used. This is a very old term that has been used to measure call volume for decades.

Call Metrics: Statistics regarding the calls coming from a specific source. This typically includes the total number of calls made by the hour of the day, the day of the week, as well as the average call length and a ratio of answered and unanswered calls. Call Analytics: A comprehensive overview of all call traffic including calls coming from multiple sources, metrics, phone lead information like unique callers, where they are calling from, lead quality and any patterns that can ultimately improve sales conversions. .
With today’s more modern phone systems, analyzing the data can help you experience these benefits:
Comprehensive Reports: These reports are delivered to your email and include information regarding the total number of unreturned phone calls, DID calling and previous calls placed during set time frames. Enhanced Data: This type of data includes monitoring the calls coming from multiple sources for more advanced metrics including unique callers, their location, phone lead quality and call patterns. Time Control Data: Information regarding all call expenses through the analysis of employee productivity, call times, and any possible phone abuse. Call Center Analytics: Real-time call monitoring and alerts that provide the ability to make immediate adjustments for peak times and call overflow. CRM Integration Reports: Provides automatic notifications and account lookup through the CRM system to recognize and track when a potential opportunity is calling. CRM integration with a phone system enhances convenience, employee productivity and customer service.  
However, before attempting to implement a solution that offers these analytical services, you should address a few questions:
  • What’s the ROI of investing time and money into additional phone system analytics?
  • Is a new phone system purchase going to be necessary to experience the benefits of enhanced phone system analytics?
  • Will features like fraud monitoring and call recording also be part of the solution?
  • How will the tools incorporate with my other data measuring services like Google Analytics or CRM reports?
  • What does it take to learn to interpret and understand the call data being calculated?
. In conclusion, businesses who depend on detailed information regarding phone system metrics and information should carefully consider investing in a more enhanced phone system that offers the features and functionality to deliver the data that can truly help increase customer service and profitability.

Posted in: Uncategorized, Business Phone Systems, Cloud Communications, Unified Communications, Analytics

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