Knowledge is indeed power.

When the right people have access to the right information at the right time that timely and strategic business decisions are made that will positively impact the business. Looking at the calls that an organisation receives is one of the best ways to identify a lot of operational efficiencies and inefficiencies and the level of customer satisfaction. Telecommunication technology also makes it very easy for organisations to keep a watch on their inbound call statistics.

Almost 80% of communications from customers occur through telephones. Therefore it is important to acknowledge its magnitude and also look at how the calls are being handled. By providing information on who is calling, how long the calls last, how often customers call and how efficiently calls are dealt with, call statistics can form a very powerful operational and marketing tool for any business regardless of what size it is.

A call statistics system is one that allows capture of all information on incoming and outgoing telephone calls for later analysis. The information that is gathered is in real time and they can also be represented in a concise and easy to understand format such as a graph or chart. This is the kind of information that comes in handy for the top decision makers of the company. The level of staffing required, the number of telephone lines needed and how to balance the call traffic between those lines, are all decisions that can be made with ease by looking at accurate call statistics.

Information on missed calls is an important area that all businesses must look at. A missed call means a customer who was unable to get in touch with you, which may directly translate to loss of business. At this day and age, where competition is so fierce, no business can afford to have missed business opportunities. If an incoming call statistics system is implemented, details on the percentage of calls that were missed for whatever reason can be pulled out. This will give an indication of how much business is being lost due to the telephones not being answered. By providing such information to staff, they may be motivated to perform better or if the calls are not being answered because of low staffing levels, that situation can also be rectified.

Apart from missed calls, call volume, percentage utilisation, call duration, average time taken to answer the calls are other useful call statistics. To find how you can keep an eye on inbound and outbound call statistics, visit Switchboardfree.