Analytics and reporting
Analytics and reporting
Leverage data-driven insights to enhance staff performance, optimize call handling, and improve customer satisfaction. Gain a clear view of call quality, maximize marketing effectiveness, and streamline staffing decisions with real-time analytics. Make informed choices that drive efficiency, profitability, and superior customer experiences.
Staff performance
- Keep track of remote and office workers' call handling performance, with clear visibility of your top performers and any underperformers.
- Manage and monitor call recordings to aid in staff training and compliance efforts.
- Utilise the live listen and whisper feature for real-time call handling coaching.
Strategically allocate human resources
- Understand your staff's busiest periods for efficient allocation.
- Analyse call patterns during specific time periods, such as public holidays.
- Track call distribution among different departments and job roles.
Customer experience
- Publish web call-back buttons on your website to facilitate customer engagement and analyse expanded reach through inbound calls.
- Assess customer service quality, staff product knowledge, and customer escalation handling through the call recording or live listen feature.
- Generate reports based on voice menu and call queue settings to gain insights into the customer journey.
- Monitor call attempts outside business hours.
Cost analysis for product servicing and call expenses
- Understand your monthly spend.
- View projected monthly call volumes.
- Identify your frequently dialled destinations.
- Design your call flow to monitor servicing costs per product or service.
Measure advertising campaigns and telemarketing
- Assign a unique phone number for each advertising campaign.
- Use a unique caller ID for outbound telemarketing campaigns.
- Identify peak call times to optimise staffing for promotions.
- Create webhooks to integrate inbound call data with your CRM, enabling you to analyse both the click-to-call conversion rate and from calls to sales.
- Assess call recordings to gauge staff proficiency in sales techniques, product knowledge and familiarity with promotions.
Comprehensive range of call reports
- Multiple filters include call plan, object (user, queue, ring group, call recording), call type and status, contact, caller ID, dialed number, and more.
- Calls can be filtered by date and time.
- Export to PDF and CSV.
- Daily reports via email or FTP.
- A variety of graphs and tables for deeper insights.