- 0207 078 9830
- 01252 411 111
- 01483 339 993
- 0151 2030 200
- 0161 8700 700
- 0191 3000 666
7 ways call logging can enhance productivity
22nd June 2016 Voice, Matthew Cox
Implementing call logging gives you access to a treasure trove of statistics. Here are 7 ways you can use it to enhance your productivity.
1. Motivate your sales and support teams
Whether your team handles inbound or outbound calls, you can use call logging to gather key statistics on how they’re doing. You can capture information such as how long they’ve been on the phone, who’s been on the longest call, popular destinations and much more.
You can display these stats on wall boards to encourage some friendly competition amongst your team, and give you some great stats on-the-fly.
2. Appraise your staff
Call logging allows you to build statistics such as call time into your staff’s KPIs. These statistics can then be reviewed in their appraisals, helping you ensure their KPIs reflect their abilities, and that they’re confident and happy in their role.
You can also combine logging with call recording for a more rounded appraisal process.
3. Keep on top of your reports
Spend a lot of time preparing for your Monday morning team meetings? Call logging can help you cut down on your prep time by providing you with automated reports.
Whether you’re happy with an out-of-the box report, or need something a little more bespoke, you only have to set it up once and it’s on its way!
Your reports can range from easily-digestible graphical snapshots right through to in-depth breakdowns, so there’s always something to fit your style.
4. Ensure your setup is at its best
You can use the live and historical data that call logging gives you to identify common call patterns into and out of your business. This data can help you identify bottlenecks where callers are spending a long time on hold, or the departments that require staff to be on the phone the longest.
5. Plan your rotas and staff levels
You can use the statistics call logging gives you to identify peak and trough times for calls to run through your business – be they day-to-day or even seasonal.
This can help you plan your rotas, ensure you have enough staff working to cover demand, and even evaluate your business hours.
6. Decide where calls go out-of-hours
Do you operate out of multiple branches? Perhaps they have different closing times?
Call logging can assess traffic across all your sites and help you decide where calls go once a branch is closed – to another perhaps?
For single site businesses, you can use your logs to see if calls are ok to go to a voicemail box for you to handle the following day, or if an out-of-hours service is needed.
7. Protect yourself from hacking
Calls being made from your system late at night? Surely nobody’s in the office…
With a call logger monitoring the traffic in and out of your phone system, you can quickly identify any unusual or illicit activities that occur (such as your system being hacked) and put a stop to them right away.