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How to use call statistics and recording to support your business

No matter if you are working in the office or at home, you need to be able to work at your best with the tools you have at hand. This means making the most out of your business technology and especially your communications. Your phone system is the main destination when it comes to improving the way you and your team collaborate and engage with customers.

It is crucial that teams can make the most of their communications in order to provide the best results. This can be as simple as removing background noise or just working through calls quickly at peak times. Bit to get a proper understanding of where communications can be improved, you need to have the right information at your disposal. This is where call statistics and recording can help.

Call statistics is exactly what it sounds like. It provides you with a simple dashboard full of all the information you need to know about your business’ phone system. From how many calls were made that morning, to duration, and even calls missed. It also provides access to call recording services. Call recording allows you to listen in to business calls your team makes, to check for quality, settle issues or just to lend a hand. Here is a quick guide about how your team can use this technology to better support your business.

Stop missing calls:

If you read any part of this guide, make sure it is this part. Missed calls can be incredibly damaging to any business. Depending on the industry you work in, losing a lead can cost thousands and people are very unlikely to call twice. Reducing missed calls must be a priority then. The best way to do this is through your call statistics.

With call statistics you can gain the clearest possible picture regarding your customers. This allows you to see when the majority of your customer calls are coming in, so you can assign the right people to the phones to suit these times. You can also see call duration through your statistics dashboard. Through this you can see if calls are dragging on unnecessarily, cutting down call time means that your team are always ready, so this insight can be invaluable.

If by any chance calls are missed, you can use your call statistics to ensure that these missed customers are the first ones that you call back.

Improve your customer service:

This is where call recording really shines. Like any process in your business, customer service can be refined to an art. Whether it is reducing the time customers are held in a queue or solving their query faster, there are a lot of benefits that can be found by refining this process.

You can use call recording to capture and analyse your customer calls alongside your team. We’ve all heard the classic “this call may be recorded for training purposes” message, but it really works. Recording and working through this process with your team allows you to find the areas where improvement needs to be made. This is also massively beneficial to your training purposes. Whether you are working with new or existing staff, being able to show examples of what to do, or what not to do can be very informative.

Manage your communications simply:

Your call statistics service gives you the perfect platform to manage your communications from. Especially now that remote working is such an essential part of business, it can be difficult to stay in the know. Our call management suite provides a simple way to view all the stats you need to stay organised. Everything is handled through a user-friendly interface, making you call handling process simple.

You can use call recording to log the calls you wish to keep for training and analytical purposes. This means you can also quickly refer back to specific calls in order to solve customer disputes or confirm that the correct advice was given. This can give you a huge amount of peace of mind as it provides an easy way to guarantee that your business and customers are protected.

Your call statistics service can be presented as a handy wallboard. This not only helps to keep things organised but can also be presented on a big screen. This wider view can help to keep your staff informed about who is handling calls most efficiently, and inspires a sense of healthy competition.

At Netcomms we believe that these services can do a huge amount when it comes to improving the efficiency of your business’ call handling. Having one place you can go to for all your communication needs is invaluable. Especially with the rise of remote working, refining your business communications is essential and these platforms give you and your team the perfect environment to do so.

Speak to the team for more information about call management and recording, give us a call at 020 8370 8370 or visit our website for a more detailed look at our services.

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