VoIP phone systems have many benefits to their business users, from collaborative tools to amazing features that elevate your business. Arguably the most important benefit is the detailed reports, and their ability to build the future foundations of your business.
Detailed reports can be pulled at any time from your phone system, and can inform major business decisions. Business owners want their big decisions to be based on facts rather than assumptions, so having this information at your fingertips is the ideal way to do so.
Whether your stakeholders want updates, or you just want to check and see how your team is performing—VoIP reports provide the ideal solution in minutes.
This article will look at what VoIP reports can tell you about your business, and how you can use them to create future plans for your business.
With VoIP reports, you can get insights into your business’ calls at any given moment. This means that you can log in on different days and times and access data in real-time.
By having the ability to access real-time data, you can get a more accurate and detailed view of how your business is operating on any given day.
If you notice one day or time is busier than the rest, then you can plan this for your future developments. You could rota more staff to be on the phones during your busy times, and less in quieter times so your staff can be as productive as possible.
By using these insights, you can save valuable time and money by ensuring you only have the staff you need working at any given time. Plus, you can deliver better service for customers by ensuring your staffing levels are correct for their needs.
Real-time reporting is a fantastic way to ensure that your business is running smoothly. Real-time reports give you the chance to make changes to your staff levels and act on feedback happening right now – rather than waiting until it is too late or risking missing a trend.
Track all calls and monitor trends
On the cloud phone system’s portal, you can track all calls coming into and out of your business. The powerful reporting tools enable you to easily identify and monitor developing trends and make changes to your future business plans based on real data insights.
By tracking incoming calls, you can tell a lot about your customers. You can see their locations, and decide whether you might want to add a local number in popular areas to make it easier for customers to contact you, or increase marketing spending in that particular area.
You can also see exactly how long customers have had to wait in queues, and get an average waiting time too. This means that you can identify if customers are waiting too long to get through to you, and can allocate staff accordingly.
Business owners can also tell how many calls have been missed. If you are seeing a lot more missed calls it may be that staff need a bit more training on managing their time effectively, or they need extra help in the form of temporary remote workers connecting to your VoIP system to get them through the busy times.
Finally, you can monitor outgoing calls too. You can see everything from the number of calls made, to the phone numbers and time spent on these outgoing calls.
By monitoring these calls and having accurate data you can see how much time each agent is spending on outreach for your business. This gives you the opportunity to know exactly how much time you need to allocate for each agent to complete this task efficiently.
By giving staff enough time to reach out to customers, you can be sure that they are able to deliver great service. When staff deliver amazing customer service and have the time and support to do their best work, your business is sure to benefit too!
Monitor agent productivity and performance
Your staff is the backbone of your business, so ensuring they are equipped to do their job to the best of their ability is key to the smooth functioning of your business.
With VoIP reports, you can dig down into the data and filter by specific agents. This means you can see details on the calls made and received by the staff member, their call waiting time, idle time, call recordings and much more.
By having access to this data, you can ensure that the staff member gets all the relevant training and support they need. Should you identify a weaker area for this person, you can give them some extra training to get them on track or can use call recordings to help them.
You can also ensure that high-performing staff members are given credit for their hard work, and can potentially use the data to identify staff members who could be in line for promotions.
However you use the staff data, you can improve the future prospects of your business. By having a strong workforce, your company will be strong too and able to deliver amazing service to customers—therefore growing your customer base and retaining a loyal following.
Keep track of call costs
Another key consideration for businesses is call costs. All businesses want to get the most from their contracts and don’t want to pay over the odds.
To protect your cash flow, VoIP reports can tell you exactly how much each call has cost you and you can make changes to your contract in the online portal.
If you notice you are regularly going over your allocated minutes, you can increase your allowance to ensure you are covered and not incur unnecessary costs. Similarly, if you never reach your allowance you can take your allowance down so you only pay for what you use.
You might find you are making lots of international calls, so you can add these to your plan too so you will never pay too much for your calls. VoIP is already cheaper because it only needs an internet connection, so saving even more money is an added bonus.
If you have an accurate figure on your call costs, you can use this to forecast your future spending on telephony and ensure that you can work this into your budget.
There is no guesswork when you have detailed reports at your fingertips, and you can ensure that you have the most cost-effective phone system for your business.
See which marketing campaigns work best
With VoIP reports, you can see in seconds which marketing campaigns have generated the most calls to your business. VoIP gives you the ability to set up different phone numbers for different campaigns, so it is simple to pull the data together in your online portal.
You can use the information given by your VoIP reports to make informed decisions on where to invest more marketing spend. If you see one advertising medium is working better than another you can invest where it is most effective rather than wasting valuable funds.
This information means that your marketing team is creating highly relevant campaigns that resonate with your customers and you are only spending money in the places where your customers are responding to your marketing.
Build the future of your business with VoIP reports
VoIP reports give you easy access to all the information you need to make informed decisions about the future of your business. With information on everything from call costs to marketing impact, you can delve into what makes your customers tick.
By having this information available at any time, in a few clicks, you are able to be upfront and transparent with your stakeholders and can provide any information they might ask for.
All elements of your business are accountable for their success, and you can see exactly where the weaker points are and work on making them stronger!
This information is invaluable to businesses and is a great starting point for building the future of your business.
Olivia is an outgoing person who enjoys writing, is an SEO enthusiast, and often interacts with others in intellectual conversations. She enjoys listening to music in her free time. Connect with her on Linkedin