Use Data in Cloud Phone System to Improve Business Operations
Cloud phone systems offer a set of call tracking metrics and reports. Here’s how you can use them to improve your team’s performance.
One of the big advantages of cloud phone systems is that wide variety of real-time call data they offer. Available in easy-to-use web portals, dashboards, and downloadable files, you can get everything from individual user call detail records to call queue stats and historical reports. But with all this information available at your fingertips, how can you use this information to improve your business operations?
In this article, we’ll identify a few specific calling metrics that you may come across, describe what they mean, and explain how you can act upon that information to benefit your business.
Key Call Tracking Metrics, and How to Use Them to Your Advantage
Almost every cloud phone service provider offers call queue dashboards that give supervisors a real-time view into their queues. Clarity, for example, has an Enhanced Queue Dashboard that enables supervisors to monitor calls as well as run reports on queue performance stats. The dashboard is available for use during any new account’s Three-Year Free Trial period.
Average Call Duration (Per Call Agent):
A call agent’s Average Call Duration provides you the average amount of time that a agent spent on the phone with callers. While many factors affect the average call duration metric, it’s significant to keep that number as low as possible. You want to make sure you thoroughly address your caller’s needs but in the most efficient way possible.
If you find an agent who has a longer average call duration especially compared to the rest of the team, act. While he or she might be handling more complicated issues, you should discover why the agent is spending extra time on the phone with callers. configure call recording on your phone system and listen to the agent’s calls. You can also listen in on calls in real time via the Call Monitor ability feature. You can immediately tell if the agent is addressing complex questions, or if she / he requires more training on call scripts, FAQs, or your company’s best sales / support practices.
Most Abandoned Time of Day:
The Most Abandoned Time of Day metric defined the time of day when most callers who were waiting in a call queue wait before their calls were answered.
This metric tells you the time during the day when you should think adding more call agents to the phone lines. If you see that callers are abandoning their calls most during the 12 – 1 PM hour, add a few more staff members to answer inbound calls during that time. You can support more caller’s needs and ensure that you don’t lose any new business.
Busiest Time of Day:
The Busiest Time of Day metric identifies the time of day that had the maximum volume of calls.
You can certainly add additional call agents to the phone lines during this time. The highest volume of calls would justify that action. However, consider other methods of communication that you can offer while this busy period. configuring live chat on your website can cut down on calls and can also provide visitors with an alternative way to contact your business. Some people might have a quick query or clarification that would be perfect for a brief chat session. If you’re unsure about that if you can handle chat responsibilities, offer it only during your busiest time of day to get a feel of how or if your site visitors will use it.
Average Abandoned Wait Time:
The Average Abandoned Wait Time metric shows how long, on average, callers who abandoned their calls waited before they hung up. During this waiting period, it’s crucial that callers do not hear dead air while on hold.
While Music on Hold is the standard way to keep waiting callers engaged, there are other options available to you that can help reinforce your brand and enlarge your business.
Enrich Your Business with a Cloud Phone System:
Modern cloud phone services record every way that your business is using the phone system and provide you with access to these invaluable call tracking metrics. It’s up to you to take that information and utilize it to your benefit. Ask your cloud VoIP provider how you can get this data. If they don’t provide it, seriously consider finding a new provider that does- you can turn your phone system into an active, rather than passive, part of your business’s operations.
Clarity is proud to have been providing on premises and Cloud Hosted Telephony to the America’s and the world since 2006. Our clients are worldwide and currently using our unified communications platform. Clarity Technologies Group, LLC surpasses expectations.
Call Clarity at 800-354-4160 today or email us at [email protected]. We are partnered internationally around the globe and we are open seven days a week 8:30 AM to 5:00 PM EST/EDT. https://claritytg.com and https://dotmantech.com.