Benefits of using call reporting and trafic measuring systems
Because phone charges are commonly the third largest business expense after payroll and rent, it makes sense to use a call reporting and tarfic measuring system to monitor and manage those costs. Many managers are familiar with how call accounting can verify telephone bills, but do not always realize that this is only the beginning of its benefits. Properly used, call reporting and trafic measuring systems can help managers define employee productivity expectations, allow businesses to reconcile phone bills, and even identify possible abuse of the phone network. Managing phone costs is all the more important in sales or customer service organizations, where business is conducted over the phone.
These reports summarize, in both text and graphical formats, where costs are incurred and if the distribution of phone expenses across the organization are as expected. They can also be used to demonstrate examples of system abuse, either from inside the organization, or from an outside source – such as from a phone hacker.
Continuous storage systems allow stored data to be compared against new data which will provide information to management if company is developing as expected.
How does call reporing and trafic measuring improve employee efficiency? Ad hoc and organizational reports provide detailed information on every call made or received by a specific extension. In sales or telemarketing organizations, the sales or support results of individual employees can be compared to the number of calls completed. In addition, demographic data can be obtained to determine whether a specific telemarketing area is receiving too much attention or not getting enough. Managers can also use call accounting reports to compare the amount of time employees are spending on the phone versus the number of accounts that are being served or the new business that is won.
Finally, using call reports and trafic measuring, businesses can determine their busiest hours. This information is essential to ensuring that customers can always reach sales and support personnel and custorem service will function as expected.