Simple Insights

Analyse your call data and make instant changes to improve your customers experience.

 

When a company promises and delivers on quality, there is a good chance that customer satisfaction and retention will be high. Success depends on companies being well-informed about their own business.

Call data gives you a window into how your organisation responds to customers that ring your business.  Utilise this data to make changes to your system and improve your customers experience.

The data will allow you to answer key question like;

  • How long does it take us to answer the phone?
  • How many calls do we handle in a day, week, month and is there a skew in this  volume, have we the right staffing levels in place?
  • Are there times of the day when we receive more calls and need more resource to  manage these peak loads?
  • Are the out of hours times reasonable or do we get many calls out of hours?
  • How many calls do we miss and is this skewed by time of day?
  • Could we improve our call flow strategies to improve call answering?
  • How many calls go to voicemail?

The presence metrics can answer these queries quickly with call stats grouped and sorted into KPI Dashboards, presented as easy to read graphs.