As businesses expand and grow, their call centers grow alongside with them and it becomes more important to ensure the call centers become more effective. Call logging systems are a valuable tool that allows companies to leverage data captured for call center analytics. Call logging software offers business managers advanced reporting, tracking and analytics capabilities to make the call center more effective.
This article will discuss how to utilize call logging software, how businesses can improve the performance of their call centers and why it is important for all businesses to integrate a comprehensive call logging software system into their business phone plan.
What is Call Logging Software?
Call logging is a system that collects, analyzes and provides reporting of data about telephone calls. Call logging is data collection that focuses on telephone call origination source, target recipient, duration and any other call characteristics. The data is collected from the private branch exchange (PBX) or the telecommunications system. The information is transmitted in the form of call detail records (CDRs). The call logging portion collects the CDRs and there is a software program that analyzes the CDR data. The analysis program is the Call Logging Software. There are some PBX systems that provide rudimentary call logging software, however; third-party software solutions are available for advanced insight.
What are the types of Call Logging reports?
The objective of call logging software is to compile the CDR information and generate reports. From the reports, business managers can interpret the data and develop actionable insights. The different types of call logging software available range from basic to advanced capabilities in what the program can log for different events and what data can be supported. Business managers must focus on reports that will support them in:
- Capacity Management – Business managers have the ability to review call logs, and through careful analysis, they can identify patterns of high usage and determine when the telephone system is over or underutilized. This information may be found in the trunk usage logs or by examining call patterns. Companies can also use this information to identify where extra capacity is needed or where too much capacity exists and resources may be reallocated.
- Cost Control – can be achieved from call logging reports in many forms.
- Toll Fraud Discovery – telephone fraud is the use of telecommunications services with the intent of illegally acquiring money from either the telephone company or their customers. There are multiple types of telephone fraud such as PBX dial through, caller ID Spoofing, etc. Companies that monitor their call logs can detect or prevent toll fraud.
- Usage Allocation – business managers can examine the activity from the trunk lines, department, extensions and anything else call related and allocate the cost to the appropriate department, project or customer. This information allows companies to determine the true cost of running the business reallocate resources.
- Cost comparison – companies can examine usage in the call logs for different time periods and locations and determine the most cost-effective telecommunications service to purchase for the business.
- Performance Management – Call routing efficiency can improve customer experience and save the company money in removing wasted customer service time. Business managers can review the call logs and identify the types of inquiries and call patterns. The information can be used to optimize call routing and ensure that calls are routed to the appropriate agent or department for the respective issue.
- Quality of Service (QOS) – Measures the effective performance of the call and analyzes methods to improve connectivity. This is typically determined by different types of telephone connection aspects such as volume, signal-noise, service response times and other CDRs. More advanced QoS features are available in third party applications to improve customer satisfaction and provide tools to grade and train employees.
What are the benefits of Call Logging Software?
There are many benefits call logging can provide. These benefits are derived from the call logging software. The software provides valuable insights to companies and empowers managers to make data-driven decisions. The insights are obtained through the CDRs that are captured in both inbound and outbound calls. Business managers can pull the CDR reports and analyze the data in the call logging software. The information is compiled by the call logging software and decisions can be made to catch or prevent fraud, improve capacity, cost, performance and Quality of Service.
What are the Call Logging features in Versadial?
Versadial is more than a call recording software application. It is a powerful tool for liability control, incident recreation and workforce optimization. In addition to call recording, Versadial provides call logging analysis to assist business managers in making data driven decisions and get the most out of their CDRs. The call logging analysis features are designed to provide managers with the necessary insight to improve their business operations. Some of the powerful call logging analysis features that make Versadial effective are:
- Quality Control – this feature allows business managers to grade agents based on custom criteria such as tests and questions for calls. Different departments may have their own unique tests with various questions including pass/fail, yes/no, or based on a scale. Managers can listen to calls within a selected timeframe, add notes, and bookmark relevant sections. This ensures agents are following guidelines and enables managers to quantify their performance and impact on customer satisfaction levels.
- Workforce Management – this feature allows managers to monitor agents and obtain a summary of the agent’s progress on a project, call activity and performance. The objective of the workforce management feature is to provide the staff with the right tools, in the right place at the right time to fulfill the customer needs in the most efficient way. This tool allows managers to design efficient workflows to lower labor costs and improve performance.
- Business Intelligence Reports – this feature provides managers with a view to see the status of their agents and identify who is performing well and who requires assistance. This allows manager to get ahead of potential performance shortfalls and ensure their agents are obtaining their goals. The built-in desktop assistant informs managers when the agent is on a break or available to receive calls. It also allows agents to flag active calls and make notes for further review.
There are multiple call logging analysis features that are not listed in this article. To find out if Versadial has the call logging feature that fits the needs of your company, contact us.
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Last Updated on March 10, 2023