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Introduction Call Logging Systems What to do with a Call Logger Operational Performance Planning Conclusion |
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The performance of your organisation on the telephone is often crucial in today's business environment. Call loggers can be used as a quick and easy means of accessing key performance indicators associated with your telephone system.
Inadequate response time will often lead to potential clients looking elsewhere. A call logger can give accurate data on the wait time experienced when your organisation is called. For systems that collect data in real time, as opposed to those systems that collect their data off line via buffer boxes or other mechanism, immediate alerts can be raised if performance starts to falter. Individual extensions can also be monitored. As well as response time most PABXs will allow you access to missed calls.
Call logging can also be a powerful ally in measuring the effectiveness of a sales and marketing campaign. If your PABX is able to provide you with Calling Line Identifier then you can attempt to correlate the geographic origin of calls to sales/advertising releases in the media.
If your organisation runs a telesales team, then monitoring the performance of this team can be vital. Productivity can often vary from agent to agent and day to day. A call logger can give you a quick and accurate picture of the calling rates being achieved by each of your agents. Quality of the calls is of course another matter and the ability to monitor this is in the realm of voice recording systems. However the figures available from call loggers when examined intelligently can often give an indication of the need for training and/or other remedial action.
The operational performance of the telephone system itself is important. You should examine the utilisation of each of your trunk lines. Some installations have trunk line dedicated solely to either incoming or outgoing calls, while many have trunks that are capable of dealing with both way traffic. Examination of the trunk utilisation figures should be in the light of knowledge of how your system is configured. Your installer/maintainer should know this. The trunk utilisation figures can tell you of the over/under utilisation of resources. Both are serious conditions. If there is an over utilisation of trunk lines of traffic carrying incoming calls then you may well be losing calls. People attempting to contact you will be getting the engaged tone and could be going to your rivals. When facts such as 80% of first time callers will not ring back if greeted by an engaged tone you might consider this fairly important (for other useful facts on telephone usage click here). On the other hand under utilisation of a trunk line could mean that you are unnecessarily paying the telephone company for resources that you don't use. Zero utilisation of a trunk should come under special scrutiny, because it could indicate a fault or a problem with the configuration.
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