If your business involves incoming and outgoing phone calls and you have an active and busy call center, you must have a good tracking and call center monitoring system in place. Your business phone center must have a system in place to track, monitor and possibly record all telephone calls in order to gauge performance of your employees, keep and eye on the overall effectiveness of your staff and to give you up-to-date information on your business in order to run it smoothly and successfully.
There are several options and different systems that track calls, log details and monitor telephone calls and phone center activity. Good call tracking software
will provide you with detailed information on many areas of your business:
* Number of calls made by each sales rep or office manager and length of calls as well as fraudulent calls and personal calls made.
* High-level statistics, such as calls answered or placed, per rep or group, over a specific period of time
* Average hold times, talk times, number of calls per hour or day – over time, or current snapshots
* For sales-focused call centers, number of sales and revenue per rep or per department (when integrated with CRM or sales tracking software)
* For incoming calls, detailed breakdowns of the complaints or questions and their resolutions
Once you have collected the data retrieved from the call accounting software you can view the reports that are created and generated and in some cases you may be able to email reports to supervisors or office managers for review. You can get samples that can be printed, copied, have spreadsheets created or whatever you deem appropriate, so you can better asses the call center activity.
If you really need to analyze the data and crunch all of the numbers, you will most likely want a specific type of call accounting or call monitoring software that allows you to create reports and collect data that can later be sent for third party analysis.
Keep that in mind when you begin the search for the right kind of call center or business phone software.
Check the system requirements and make sure you have the capability to get technical help and assistance when needed. Some, if not, most call logging and tracking software programs come with free tech support for a period of one year or more, depending upon the vendor, such as Tapit EX or Tapit Replay, which is for voice recording.
Make sure that whatever system you intend to invest in has some of the following:
* Easy to use with minimal training for basic functions
* Compatible with your existing infrastructure: PBXes, network, and phones
* Offers CTI features like screen pops with caller information
* Can provide automatic call distribution (ACD) to manage the workload
* Customizable to reflect your business processes and terminology
Now that superior call tracking and call monitoring software systems are available today, you can track every aspect of your business and make sure of exactly how all of the metrics are performing and reduce profit losses and improve profits.
