The trend in any data service is analytics. Analytics provides the ability to create goals, measure, and analyze the goals against the data – this simple, yet effective practice is very important in today’s business landscape. Web services like Google Analytics provides a great platform for website owners and managers to create marketing goals, measure them, and adjust accordingly.
How about understanding your businesses phone system? Do you know how your phone system is being used? Do you know if your phone tree (IVR) is designed efficiently or are your customers hanging up frustrated?
In the past, business phone systems were very simple – you had a couple of business lines, a telephone switch (PBX), and a number of telephone handsets. You set it, and then you forget. Every month, you get a monthly bill of a couple of hundred dollars, acknowledge the bill, pay it, and repeat. Never did the business owner or stakeholder question the cost of the bill, or the ROI of the phone system.
Having said that, do you think it would it be useful to know:
- total number of incoming calls received by the business
- total number of outgoing calls initiated by the business
But why stop there, wouldn’t it be more useful if you can dig deeper into the data and understand where the calls are going? It would be nice to know which person takes the most calls, which department is the busiest, and how long the caller is on the line.
Imagine with all this data, you would be able to quantify the monthly cost of the system to the number of calls, or even better, the number of sales. And even more importantly, you would be able to offer the best service to your customer.
Start analyzing your telephone analytics today.