The success of a company is usually directly related to the health and performance of its communication facilities. Many companies implement call accounting software to analyze call activity, reconcile invoices, monitor misuse / abuse, and perform corporate summaries. Traditional call accounting metrics often don’t measure system performance and customer experience.
Cradle-to-grave logs can be leveraged to gather more detailed communication information, including call time, transfers, wait time, conference, and talk time. These granular statistics allow communication managers to maintain, adjust, or update communication facilities. Most call centers would ignore system bottlenecks, hardware failures, and improper call handling without accounting for calls from base to grave.
Using cradle-to-grave reports effectively enables organizations to analyze:
Call handling – By studying cradle-to-grave and call history logs, communications managers determine the number of transfers, wait time, and talk time. These metrics can be tracked for each customer contact from the beginning to the end of a call. This ensures that the handling of all call activity can be vetted and verified to meet corporate service level standards.
Quality assurance – For most companies, it is imperative that agents adhere to the company’s gold standards in customer service. An effective cradle-to-grave solution will provide a mechanism for managers to listen to recordings of calls and / or voicemails. This will allow them to address customer complaints, fine-tune corporate policies, and provide additional agent training.
Staff Administration – Skill-set-based cradle-to-grave and call history reports allow communications managers to track call volume, geographic distribution, service levels, and resolution types. This enables them to monitor efficiency and make informed decisions about staffing requirements during normal business hours, seasonal changes, and peak hours.
Hardware configuration – Reviewing the frequency of abandoned calls, call time and duration of calls can uncover system failures, ineffective hardware configurations and bottlenecks at peak times. This information can be transformed into concrete decisions about hardware performance and migration strategies.
An experienced unified communications management solution must address the comprehensive needs of communications managers. A robust application that includes cradle-to-grave analysis, call center history reports, call recordings and voice message playback, real-time agent / queue dashboard In addition to traditional call accounting, it must be implemented (on the desktop or more flexibly in the cloud). Proper monitoring of these metrics will maximize communications technology investments, improve customer satisfaction, and increase bottom line results.