Every business needs to monitor essential metrics that measure the success of their efforts by building a data-driven marketing strategy. Call logging software is one of the ways businesses can gather and store valuable statistical and technical data about their call center performance.
So, suppose you are looking for crucial data that gives insight into your company’s phone calls. In that case, implementing the necessary software solution is a step forward in the right direction.
A telephone call logging software can provide businesses with essential call data, including caller ID, the call time, duration, and call outcomes. It also offers call center analytics, featuring all the vital information like operators handling the calls, assigned call codes, and, most importantly, data about unanswered calls.
Missed phone calls can result in substantial monetary loss. For that reason, it’s crucial to ensure that your company has an appropriate system.
Understanding the types of call logging and essential features of call logging systems will help you identify the best solution for your business.
Learn more about how Call Logic and Cloud PBX can work together to construct the best call logging software that will provide insights into how you can manage your inbound and outbound call initiatives.
What Is Call Logging?
Call logging enables organizations to collect statistical and technical call data and track and analyze inbound calls. In other words, call logging is the process of logging calls to prepare reports and analytics.
The gathered data is then presented in visual, meaningful graphs to provide brands with call data snapshots and offer them more management options to optimize the workflows of call centers.
However, call recording and tapping shouldn’t be confused with call logging, as they have different goals and methods. Call logging doesn’t gather information about the content of the conversation itself. Instead, it collects the following call statistics:
- Call origin
- Time and date of the call
- Call length
- Caller phone number
- Case number
- Cost of a call
- Number of taken and missed calls
- Reason of call
- Resolution status
The list above is not exhaustive as it depends on the features of a call logging software and the type of statistical data your company wishes to analyze.
Types of Call Logs
The first thing you need to know about call logs is that there are only two types: manual and automatic.
Manual call logs are presented as a document with fields that an agent has to complete during the call. It can be a printed copy or a sheet file on a computer.
In both cases, an employee has to manually transfer all the call information from this form into the CRM system. Although this method seems cheaper than automated, it is less efficient and prone to a risk of human error.
Dedicated phone call logging software and tools allow brands to gather and collect call logs automatically. The exhaustive information about each call is saved directly in the CRM, where the data is structured and stored digitally.
The automated process facilitates data filtering and analysis, depending on the needs and goals of each department. Ultimately, this method has numerous advantages, making the call logging process fast and efficient.
What Is Call Logging Software?
Online call logging software is a program designed to collect and store technical and statistical data about inbound and outbound calls.
Using such software brings structured data to any customer-facing business like insurance carriers or home service companies. The system automatically organizes the data to simplify search, filtering, and report generation, which are vital to business analytics and predictive modeling.
Ultimately, call center logging software can come in handy for various businesses, including enterprises, SMBs, and companies offering call center solutions.
Source: FinancesOnline
Features of Call Logging Software
Call logging features may vary depending on the vendor of the service. While some can be optional, there are also critical features that vendors should include in every package.
Once you understand the functionality, you can choose the best software for your business based on the goals you are looking to accomplish.
Call History
Recording call history is one of the most common features of call logging software. It collects and stores basic information like caller details, phone numbers, call date and time, the contacted department, and case number.
The sales department can use this information to analyze calls and leads, build future sales strategies, and follow up on prospects. Every piece of information is essential for a successful sale, and call history is an excellent data source for these purposes.
The support department can use the call history feature to analyze the resolution rate and load hours. It is also helpful when working with regular customers since it allows agents to see the history of calls with each client and personalize every call.
Call Recording
Call recording is a process of capturing the voice conversation of agents with customers. This feature is typically used for quality control, legal, or training purposes.
Call recording was pretty expensive back in the day, but now it is an essential component of most call logging systems. It covers the critical business needs and fulfills legal, compliance, and company-wide rules and requirements.
But it can go beyond the basic business needs. For instance, Phonexa’s Cloud PBX solution – a phone system for call center clarity – enables brands to harness the power of outbound calling, call scoring, and recordings without extra usage costs. It also helps companies boost agent performance, provide uninterrupted service, and significantly improve customer experience.
It’s not uncommon for coaches and managers to use the features of Private Branch Exchange (PBX). When bundled with call tracking and distribution solutions, it enables marketing professionals to improve their call management systems, create customizable journeys with an IVR, evaluate the work of new agents, and identify their growth areas.
Additionally, quality assurance departments often use call recordings to ensure that customers get the best possible service and that all the company standards are met on each call. This feature also helps businesses to analyze previous calls, identify customer pain points and needs, adjust marketing approaches, and improve the customer journey.
Quality Assurance
As mentioned before, call logging software should collect statistical and technical data about phone calls, which makes quality monitoring an essential feature of any call logging system.
Here’s the information software typically collects:
- number of accepted and missed calls
- volume of dropped calls
- communication quality
- common customer issues
- average speed to answer
- handling time
- first call resolution
- other technical issues
There’s no denying that call quality can influence the overall performance of your business. With quality logs, companies can access reports showing the quality of an individual call or groups of calls filtered by type.
This data can be further analyzed to identify reasons for poor quality customer service and the changes needed to improve. Therefore, quality monitoring is essential to any business looking to increase conversion opportunities and handle phone calls professionally.
Call Log Maintenance
Cloud phone systems with telephone call logging are widely popular among companies. That is understandable, considering that 65% of businesses claim that phone calls provide valuable and qualitative leads. But what is the point of collecting call logs if they can’t be appropriately stored and managed?
Call log maintenance is a crucial feature that allows users to search, filter, export easily, and share log files. It is a must for any company that regularly deals with high call volumes and needs to organize and structure call logs efficiently.
Call log management brings additional flexibility to the log analysis. For example, users can search through inbound and outbound calls depending on their type, duration, date, department, and more.
It also allows combining call logs into documents and reports that can be used to analyze current results and forecast future trends. You can download the collected information as spreadsheets and share it as needed.
How Does Call Logging Work?
Back in the day, call logging was done manually by agents. But with marketing automation solutions like Phonexa’s Call Logic, LMS Sync, and Cloud PBX, these processes have evolved into an automated phase.
At its core, a call logging software records and presents data about the operator and department that makes or handles inbound calls. Knowing at a large scale the frequency, promptness, and quality of service the department delivers can help companies make educated decisions and keep their call logic focused.
What Are the Benefits of Call Logging Software?
Call logging transformed how businesses operate online, enabling companies to systematically capture and store call logs.
With call logs, there is no need for agents to manually record data after each call in an Excel spreadsheet file. Instead, they can concentrate on handling phone conversations with clients and delivering a delightful customer experience.
While most enterprise-level companies have already automated this process, small businesses can profit from all that call logging software offers.
Did you miss our recent article on relationship marketing strategies? Check it out here to see how your business can break through the noise and cultivate deeper connections with customers.
Call Analytics
Real-time analytics is an essential part of the call tracking and logging process. It provides data on the performance of each campaign and helps marketers create more efficient campaigns by providing data resources.
Brands equipped with advanced call analytics can gain insights into their marketing efforts, assess the performance of specific keywords, view campaign success, access intuitive tables and reports, and improve marketing ROI.
Caller Insights
Call logging software enables brands to gather valuable information about each inbound call and collect demographic, location, and psychographic data.
With that, agents can see the history of conversations with each specific caller and provide support based on the call history and collected information.
Getting caller insights is a great benefit as it helps identify customers’ needs, find the best solution to their issues, and generate a brand’s persona.
Growth Opportunities
Information collected by call logging software is an excellent source of insights regarding your business results. It shows many valuable metrics, including workload, the amount of missed and taken calls, duration of each call, and resolution rate.
This information helps companies uncover inefficiencies and identify market opportunities for possible business growth and growth areas for specific departments and individual agents. As a result, businesses implement workflow changes, launch additional employee training, and much more.
Cost Efficiency
Every successful business must pay close attention to budget allocation. With all the information call logging software offers to businesses, it simplifies identifying the need for fewer phone lines, extensions, or active phone numbers and leads to other positive improvements.
For instance, if call logs show significant hold time, your company might need to implement an IVR system to offer clients a self-service option. Likewise, suppose you notice technical issues or bad call quality, you might need to switch to a more reliable service provider. All these changes will ensure that costs are used efficiently, and you have more control over the expenses.
Rules and Compliance Implementation
Depending on the industry, every company has to follow specific national and international laws, agreements, and compliance standards like GDPR and CPRA.
Check out this article on the impending switch from CCPA to CPRA and learn how these changes will affect your data compliance efforts.
There are also internal rules and policies that employees have to follow. Implementing call logging software can help you ensure that no violations occur.
Source: Orecx
Top 3 Call Logging Software Solutions in the Market
Let’s take a closer look at the shortlist of industry-leading software that will help your business achieve its marketing goals.
#1 Phonexa
Phonexa is a marketing automation solution for calls, leads, clicks, email, SMS, accounting, and more. By bundling Phonexa’s tools for call tracking, email marketing, lead management, and cloud phone systems, brands can automate and fine-tune their marketing efforts, gain valuable call data, generate campaign insights, and optimize conversion rates and ROI.
#2 Salestrail
Salestrail is a popular call logging app. It automatically collects call log files in the background and allows users to download reports as Excel spreadsheet files. Salestrail is easy to install and use. But unfortunately, it cannot be used as a single VoIP solution.
Source: Salestrail
#3 Nextiva
Nextiva is a business communication solution offering VoIP services. The system has a wide range of customizable features. It combines the benefits of call logging software as it collects and records call logs, shows call history, and offers call logs solutions to US-based users.
Source: Nextiva
To Wrap It Up
Call logging is a process of collecting, storing, and analyzing call data through a comprehensive call logging software.
Both methods have pros and cons, but with the enhancement of technology, the automated version provides the efficiency and flexibility that most businesses need to collect critical call information and handle call traffic.
A robust and reliable automation solution can make a world of difference in helping companies optimize their marketing output, elevate customer experience, and uncover revenue opportunities.
Schedule a consultation to learn how Phonexa’s suite of marketing automation solutions can back your business with improved call management capabilities like none other.
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