Call Analytics is one of the main powerhouses of the Versature Business VoIP phone solution. Whether your role with your organization is as an office or IT manager, or more involved with your phone solution as a call center supervisor, making regular use of call analytics can afford huge efficiencies to your organization.
Call Analytics for the General Office Manager
Let’s start with the more general role of Office Manager. Office Managers are quite often designated as your organization’s Admin or Technical contact on your Versature account, granting you access to a wider array of reporting and system customization than the average user.
Logging in to Sonar, the Versature online customer portal, and clicking Manage Organization in the upper right-hand corner of the window will take you to the Office Manager view of the interface. From here, office managers can view real-time and historical call data about their organization such as active calls, calls per hour, and calls per day. You can also view a quick summary of your Versature account, including features like Call Queues and conference phone numbers.
Monitoring this dashboard can give office managers quick insight into the call activity of their organization, specific teams, or individuals. Some Admin or Technical contacts even choose to go the extra mile and export a report on their billing history, which will show complete phone usage (inbound and outbound) by every single Versature extension. This data can be modeled out in spreadsheets, graphs, and pivot tables for further analysis.
Big Data Reports
Data like calls per hour and calls per day are important for a number of reasons…
- It can aid in staffing and scheduling decisions based on peak call volume times,
- help identify opportunities for growth or reduction based on call handling, and
- give you an initial ... sment of your organization’s general phone use.
Information like long-distance calling, obtained from your detailed call logs and billing history, can identify opportunities for cost reduction as well. Is your entire team on Essentials level business phone plans? Are one or more of those team members making more than $5 worth of long-distance calls each month? If so, it may be worth upgrading to a Professional level plan for these staff which includes unlimited Canada and the US calling versus only local calling on the former. Decisions like these can help your organization save huge month to month.
Call Analytics for the Call Centre Manager
If your organization uses a number of Call Queues or Ring Groups, then one or more people should be assigned the Call Centre Manager on your account.
The Call Centre Manager or Supervisor is able to log in to Sonar and see additional call insights beyond what the general office manager has access to, especially those regarding call queues and ring groups for inbound sales or customer support teams.
From the Call Centre Supervisor UI in Sonar, the Versature client portal, users can access data relating to active calls, calls waiting, idle call agents, and can set various thresholds on this data to send alerts when limits have been or are close to being hit.
I use the Call Centre Supervisor dashboard to monitor how many calls my technical support team is getting, how many calls are being answered, how many calls are being abandoned, and after how many rings all of this is happening. Stats like call volume and abandoned calls help me adjust our staffing arrangements or call queue setups (e.g. switching from a cascading call queue to a round-robin call queue) to better suit our call volume needs. Set goals for the team, such as maximum call wait times, and monitor the progress towards achieving the goals through the thresholds and dashboards.
The analysis of call data via easy-to-read dashboards like the Call Centre Supervisor one in Sonar can help managers pinpoint and address lags in call efficiencies. Maybe additional call handling staff need to be brought on board, or the schedules of current staff rearranged, or additional training provided to staff who have longer than average call handling times.
Conclusion
Call Centre Supervisor customizable thresholds and dashboards are a great way to stay on top of ever-changing call statistics and ensure you are maximizing the potential of your call center team and Versature business VoIP solution.
While often overlooked, call analytics can play a critical role in maximizing the efficiency of your organization. Call data can often reveal inefficiencies and opportunities in your call management processes, leading to data-backed decisions about staffing, scheduling, call handling procedures, and more. Set call goals for your organization and achieve them with the help of Versature!
Interested in learning more about dashboards and call center solutions? Request a demo of Sonar, our client management portal, today.