By looking at the inbound call statistics organisations can gain critical insights into operational efficiencies and inefficiencies, the performance of the inbound call handling staff as well as the level of customer satisfaction.

The following are some of the important things that call statistics can tell you. You can use this information to your advantage to help improve your business performance.

Missed calls are an important indicator of whether you are losing any business. If the inbound calls that are generated by an advertising campaign is a significant source of prospective customers, you must ensure that none of the inbound calls remain unanswered. It must also be ensured that the calls must be answered within a reasonable time frame and all queries must be answered to satisfaction. Telecommunication companies like Numbertalk provide advanced call management features which will track each and every bit of information related to the calls. So you will get an indication of how many calls were missed, at what time they were missed, the duration the customer was online waiting for the call to be answered, the caller ID, date and time of call and several other pertinent information.

Inbound call statistics can also help you determine if there is any congestion in your telephone lines. You may have configured your calls to take a particular route through different Hunt Groups and Queues. By analysing inbound call statistics you can keep an eye on whether they are done in an appropriate manner. If you feel that the routing has to be reconfigured that can be done as well.

Inbound call statistics can be an excellent way to identify your best performing staff. Who are the top employees who diligently answer calls and who are the slackers. Is there any particular reason why they slack? What training can be provided? Important questions such as these which will directly impact an organisation's performance can be answered by keeping an eye on the call statistics.

You can also find out at what point the customers hang up. Do you find that customers are hanging up more frequently after the new IVR? Perhaps the IVR menu permutation is far too cumbersome.

The IVR menu combinations themselves can be checked to get an indication of which ones are the most frequently used combinations.

Inbound call statistics can also give information on where most of the calls originate from. What percentage of calls comes from fixed land lines and from mobile phones? You can also track your costs associated with each call to make sure that it's all worthwhile.

Call statistics also allow you to gauge how successful a promotional campaign is. It will even help you figure out if you have any regular nuisance calls.

If you want to know more details about how inbound call statistics can help your business, contact Numbertalk. You may also learn more about 0845 Numbers
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