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Introduction Call Logging Systems What to do with a Call Logger Operational Performance Planning Conclusion |
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The data that your call logging system gives to you can be used for a wide range of purposes. As an example we've used the concept of the Communications Audit. In most businesses there is a formal hierarchical structure that defines your organisation, such as who is the boss of who, who reports to whom, etc. The reality of how the organisation actually functions is generally much more complex. If your call logger is capable of logging internal calls then you can use it to investigate the informal structure, or check on the quality of internal services (such as an IT help desk)
Call logging can also be used as an aid to planning. You can review past and current utilisation of your telephone resources as an aid to predicting future capacity requirements. This is particularly useful if you are considering a change of equipment.
If your organisation deals with incoming calls in any volume then you may need to vary the number of agents available to deal with them during the course of the day. Call Logging can give you a means of predicting incoming call patterns and avoid either losing calls (not enough agents) or having staff sitting around doing nothing.
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