Call Accounting Featured Article

Enhanced Reporting Capabilities Improve Call Performance

  By Susan J. Campbell, TMCnet Contributing Editor

The individuals on your frontline rely on regular communications with customers to promote your products, nurture relationships and close deals. To them, it means access to the latest technology so they can focus on doing their jobs. To you, it’s a complex machine, requiring the latest innovations in technology to ensure optimal performance at the lowest cost. It’s the reason you have call accounting in place, and the demand that’s driving the need for greater capabilities.

ISI (News - Alert) Telemanagement Solutions, a call accounting solutions provider, recently answered the call with the release of updated capabilities to its flagship reporting software, Infortel Select. In a recent blog, the company touted its latest UCCX Reporting Add-on to Infortel Select, providing insight into some of the highlights. Enhanced reporting capabilities gives you greater transparency into your platforms for better performance and overall control.

The first new feature is wrap-up data reporting. With this enhanced feature, managers have the ability to compile results to determine if further action is required. When wrap-up data is entered into the UCCX Contact Center, it is then visible in the UCCX reports. Management can then use these entries for analysis, gaining a better understanding of trends and other information that lends to improved scheduling and performance.

The team reporting feature allows for insights into a team’s efforts and performance metrics. With deeper granularity levels, management glean information on team activities that enables them to administer and plan staff according to the flow of calls to people on the team. Management can also analyze how scripts are directing calls to the appropriate talent, making adjustments where needed for better overall performance and outcomes.

The contact center application reporting feature enables management to gain intelligence about the caller or the reason for the call. This information helps in the routing of calls to the right people and helps to analyze whether or not the scripts being used are effective. The information gleaned from this stage allows management to make decisions on inbound signaling according to how customers respond.

When multiple scripts are in use, management can analyze how calls are routed per script, ensuring they are getting to the right queue and the right agent. Management also uses this information to determine staffing needs, while also assessing that the current staffing taking place is meeting the needs of the customer base. An analysis of this information within the call accounting platform allows for better decision making to improve overall performance.

As call accounting is used for far more than just measuring call volumes for projections, billing and overall management, the use of additional capabilities allows for better insights and greater efficiency in the long-run.