When people think of business data, the first thing that comes to mind is excessively-technical computer software or expensive cloud-based analytics tools. What is often overlooked is the business phone system. With every phone call coming in or out of your organization, your business phone system is generating mass amounts of data. From your own team’s productivity, to your callers demographics, the information generated through these calls can pinpoint unoptimized business opportunities and help create efficiencies.
But if data is so important, why aren’t all businesses leveraging it? Large enterprises and national conglomerates are very data-driven, assigning entire teams to the collection and analysis of critical KPIs and metrics. For small businesses, the reality is different. With so many necessary tasks, small business owners simply don’t have the time to prioritize data collection. Until now.
Versature’s Emailed Reporting feature takes the hassle out of data collection. Office Managers and Call Centre Supervisors can subscribe to email reports on your business’ call statistics. You can choose the type of frequency of reports you want to receive (either monthly, weekly or daily) and at what time of day you’d prefer to receive them. When received in the email, you can organize your company call data your way through Google Sheets to gain unique business perspectives about call flows, call volume, call centre and agent performance, and caller experience.
Here are the kind of metrics you should be looking out for:
Average Answer Speed: Did you know that the optimal answering time is between the second and third ring?
Average Call Handle Time: This is commonly used as a key performance indicator as it represents the average length of time that your sales staff or call center is engaging with customers. Use the average call time to create a benchmark for staff to work off of and set goals for future performance.
Number of Callers in Queue: This metric indicates your busiest call periods within a given time. If this number is too high for industry standards, consider onboarding a new employee to ensure every caller receives the support they need in a timely manner.
Dropped Call Rate: Illustrates the number of times the phone call had ended before the two parties had finished their conversation or had a chance to speak to one another.
Toll-Free Usage: See which geographical locations your calls are coming from to better understand your consumer demographics
Vanity Number Metrics: This is a great way to test the impact of your marketing efforts! During a marketing campaign, provide a custom number or extension in your call-to-action to measure the result of the campaign.
Call Recordings: Securely store call recordings and use them for training opportunities, quality assurance, and coaching.
Number of Outbound Calls Made: Monitor your sales team’s performance by pulling the number of outbound calls made per day.
For more information on how to schedule emailed reports, explore the instructional article on Versature Academy!