What is Call Reporting?

An invaluable tool for many businesses, phone call reporting allows you to see all the incoming and outgoing calls to your business and collates them into a report.

This is especially useful for tracking the busiest departments in your business and discovering calls you may have missed from non-office hours.

What is an example of call reporting?

One example of a call reporting is missed call analysis. Call reporting will allow you to see every missed call in the business or see if there are any areas of the business that take longer to answer a call – or if they miss a high number of calls completely.

Call reporting allows you to investigate this issue and help you determine if you need to employ more staff, or alternatively introduce more training sessions for your existing employees.

What kind of metrics are measured?

Our call reporting software measures three main metrics:

Missed Call Analysis

Missed call analysis allows you to see each missed call, including the phone number, time of day and the number the caller was dialling so that you can decide whether you need to return the call. This feature is particularly useful to see who has called you outside of office hours, as you can then follow these callers up to see if you can be of assistance.

Call Handling Analysis

Call handling analysis provides opportunities to see statistics on how quickly your staff answer calls, how many are transferred and how long staff spend on each call. Looking at these statistics can help you assign more or less staff to particular tasks, address customer service issues and judge performance levels of both outbound and inbound sales teams.

Marketing Analysis

Call Reporting is also useful for marketing analysis in that you can assign each campaign a unique phone number and then use our reports to see which campaign has generated the most calls over any given time period. Combine this with our geographic number service to analyse your success across different parts of the country.

Can it improve productivity?

Yes, it can! Our call reporting software allows you to see if there are any areas of the business that take longer to answer calls, or if they aren’t being answered at all. Not only does this allow businesses to speak with employees and try to resolve any problems, but may help spur on employees to be more proactive, knowing they are being monitored.

Call Handling Analysis

Call handling analysis provides opportunities to see statistics on how quickly your staff answer calls, how many are transferred and how long staff spend on each call. Looking at these statistics can help you assign more or less staff to particular tasks, address customer service issues and judge performance levels of both outbound and inbound sales teams.

What software is used to record the data?

We use one of our partner’s software to handle call reporting. This software also comes with a portal which allows you to see all your call reports in one place and arrange for recurring reports as and when you need them.

How does it work with GDPR?

The key premise of GDPR is the protection of data which allows individuals or groups to be identified. The call reports themselves do not contain personally identifiable information, they simply show phone numbers that were called or called in, where those calls went and how long they lasted. As such, there is no personally identifiable information at risk with this software.

Each customer also has their own login, which helps to keep reports private and confidential.

Does 4Com offer support to show you how to use call reporting?

We’ll take care of all the installations for you and train you on both the phone and the software packages that you have taken.

In most cases we’ll install the system in two phases; firstly, we’ll give you test phones and train you on those so that you have time to get used to the new system alongside your old system. We’ll be working hard to get your services switched over onto our network and then when that’s been completed, we’ll return to complete the rest of your installation and provide any further training if needed.

How beneficial is call reporting to a business?

It’s extremely beneficial!

Call reporting software can help identify and resolve missed business opportunities as it gives you the ability to call customers back that you missed. What’s more, as you can look at all the data and the amount of missed calls from non-office hours, it helps you determine whether or not you need to put on extra staff in busier periods.

What’s more, with our call reporting and management software, you’ll have access to comprehensive reports to highlight how you could improve your business and show how you are performing when it comes to call traffic.