One of the best ways to truly get the most out of business activities is by examining the results. For instance, understanding the level of customer response when you launched your last promotion can help you determine what worked best, what could be improved and where to focus future efforts. With detailed Call Analytics, you can accurately measure results of when customers called, their geographical location, how long the call lasted and if they called more than once.

Why should I use Call Analytics for my business?

Do you measure the success of your marketing campaigns and know what calls came from those campaigns? Have you gained a return on investment? There�s no point throwing money on marketing campaigns to which you're unable to review the results.

Call Analytics supply quantifiable data on your numbers through an easy-to-use interface readily accessible online; pull information quickly and never miss an opportunity. Research has suggested that by giving employees access to this information and control of their own data can significantly improve morale; which equals the highest level of productivity in the workplace. How can you argue with that?

What information can Call Analytics provide?

Understanding the level of customer response when you launched your last promotion can help you determine what worked best, what could be improved and where to focus future efforts. With detailed Call Analytics, you can accurately measure the results of when customers called, their geographical location, how long the call lasted and if they called more than once.

Can I access and download Call Analytics from my mobile?

Yes. Call Analytics is a hosted solution and stored securely in the cloud, which allows you to log in and view calls from any device, at any time. All the reports found in the Telecoms World Call Analytics software are available for download and exporting, from call outcome, total calls and peak times, to longest call and more.

How can I find specific reports?

You can filter reports to focus on each individual element you require. View and filter Call Analytics by day, week, month or year and locate reports for specific marketing campaigns to see which has had the most success. The Telecoms World Call Analytics platform enables you to mix and match reports and bulk them together for a better understanding of business growth.

Analysing staff performance with a Hosted Contact Centre

Call Analytics is best used to track and report marketing campaigns and inbound calls to view how effectively you are bringing in new business. If you are interested in monitoring return on investment and staff performance, our Hosted Contact Centre solution may benefit you.

What is a Hosted Contact Centre?

A Hosted Contact Centre is used by businesses to centrally manage staff availability and ensure business call are answered. Agents often log into an online system or dial-in to become active in a call group or call queue to work in an office environment, at home or on the move. Create and customise agent hunt groups, setup announcement messages and call queues, record calls and manage staff performance without the hassle with our award-winning solution to enhance call handling.

How can I manage staff performance?

Management can identify which operators handle the highest/lowest number of calls, call duration and the number of missed calls per user. This allows departments to identify caller trends, handler efficiency and where and when more operators are needed. If an operator misses a pre-determined number of calls consecutively, the system will log them out and send an alert to the management team, allowing them to identify any particular areas of concern.

Can I prioritise incoming calls to my best performance agents?

Yes. Incoming calls can be prioritised to top agents using a 1-100 scoring system. For example, prioritise top performing agents with a higher rating such as 99 or 98. Assign other agents in the 80s and reduce the number of incoming calls to new starters by rating them in the 50s.

For more information on Call Analytics, Contact Centre, or any of our other Inbound Solutions, please get in contact with our team of experts on 0800 774 7772.