Call Logging

Your telephone system will normally output a call logging record every time someone makes, receives or transfers a call within your organization.  Using your call logger, you can collect and use this information to glean invaluable management information.

The days of having to wait for your call logger to produce a ream of almost indecipherable paper reports are long gone.

Using today's web technology, you can have this up-to-the-second call information displayed on a plasma screen or indeed any monitor. Good call management products will allow you to create unlimited live screens and customize each according to the specific requirements of individual teams, site or users so that you have full visibility of all call activity at all times.

You don't even have to be in the office to see this valuable information, you should be able to log onto these live screens from your PDA or the ubiquitous Blackberry - all you need is web access.

Of course you can still schedule reports to be delivered by e-mail, file or even paper!  This information will help you effectively manage not just your telecommunications but also provide a valuable blueprint of activity throughout your organization.  The types of information that will be provided include the following:

Do you have enough lines?

You will be able to determine how many lines are being used concurrently for your whole organization, for a particular site or even on a particular team.  This means that not only do you not pay for unused lines but you can relax knowing that your callers are not getting engaged tone.  If this is a critical area for your organization, why not trigger an alarm once particular thresholds are met e.g. all lines in use.

Alternatively select 'line usage' as one of the display panels on your up-to-the-second display boards so you can monitor at all times.

Are you paying too much for calls?

Our Call Geography report will not only show you where you call but also show the duration and cost.  This helps enormously when you need to decide on the most effective route for calls e.g. is it better to go for a better price per minute or call capping on calls to mobiles.  In fact you could schedule this report to be sent to your system maintainer quarterly to ensure that your tariff package remains cost-effective.

Identify busy days/times

Instead of guessing what your call patterns are, why not run a daily or hourly activity report and see for yourself what is really happening.  Are you losing calls early in the morning are just after you close because your staffing hours are wrong?

How quickly and effectively are your people answering calls?

Do you know which teams/people pick up calls immediately or who's letting calls just ring and ring?  Do you know if any particular team member is letting the others down by not answering their fair share of calls or passing calls over to another team member rather than dealing with the call themselves?

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