Call Reporting Software is a Vital Management Tool

by Jeff Wiener on March 30, 2013

“You can’t manage what you don’t measure.” This popular adage applies to many aspects of running a business, and call flows are no exception. If you want to improve the way your company handles calls, the first step is to start measuring them.

Don’t worry; measuring call flows doesn’t need to involve taking notes or drilling callers for information. There are call recording and reporting software solutions that make tracking and making sense of your call flows easy. Not all solutions are created equal, but the best of them will give you detailed call records, statistical reports, and real-time monitoring for an affordable price.

The most obvious benefit to using one of these software solutions is that you will have an accurate record of every call that hit your system, complete with caller ID and time stamp. If you ever need to look up a particular phone call, it’s usually as simple as searching for a name or phone number.

Recording your calls offers even greater benefits. Not only will you know who talked to who, but you’ll be able to hear exactly what was said. This makes training new agents easier by providing them with good examples of real phone calls to listen to, not to mention offering significant legal protection.

With your calls thoroughly documented, it’s also possible to run statistical reports on them. Useful reports will search through your call data, pull out the information that matters, and put it all into a sensible format. Reports can be used to track the performance of your agents and hunt groups, measure your call center’s busiest times of day, find out which of your trunks are seeing the most use, and a lot more.

Real-time functionality allows you to see a clear view of your calls and agents as it all happens. A wallboard can show you how many callers are waiting in your queues and, if needed, you can assign more agents to handle them. Or an agent might be logged out of their phone when they should be taking calls. You shouldn’t need to wait for issues like this to reach your desk before you’re able to respond to them.

Ultimately, having all of this data at your fingertips makes managing your business easier, and that’s the definition of a useful tool. If you’re not keeping track of your calls, you’re missing vital information.

If you are looking for call accounting, call center reporting, or call recording solutions contact Digitcom at 866-667-8357 and speak with one of our sales reps.

This article was written by Jaron Frost, a content specialist at XIMA Software. XIMA provides call accounting, call center reporting, and call accounting software solutions specifically tailored to the Avaya IP Office phone system.


Jason Napierski April 17, 2013 at 4:06 pm

Call center analytics are essential to improve call center performance. A software solution can detect information that a call center leader may not pick up on by listening to the calls. Customer satisfaction determines business success and call centers are often at the front line of customer service.

Customer Support Software May 12, 2013 at 11:53 am

Monitoring and tracking calls is essential. There are so many benefits to this feature. In addition to capturing each call for reference, and the information associated with it there are many other benefits it can bring. For example, if there is a need to further intervention on the call, a supervisor can immediately be part of the call. Quality of the calls can be maintained, and customers can be retained if the call is escalated and the customer is frustrated. Then all of this learning experience can be used as a real hands on training tool for customer care agents. The ability of knowing the best practice on how to diffuse a situation is invaluable.

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