Understanding How Call Logging Works

Anh Luu
August 10, 2017

We’ve written in the past about the difference between call logging and call analytics, but what is call logging in and of itself and how can it benefit your business?

At its core, a call log software records and presents data about the operator and department that makes or takes the calls. This means that both inbound and outbound telecommunications are tracked and recorded down to a T with an effective call logging software. The idea behind call logging is that it helps companies make more accurate and effective departmental adjustments once they know exactly how well their call center employees are performing.

Understanding Call Logging: The Department

The call log software records incoming and outgoing calls on a departmental level. Knowing at a large scale the frequency, promptness, and quality of service delivered by the department will help companies make informed changes in the future. If calls are constantly being rerouted to a certain department, employers could analyze the recordings and find out how to better distribute their calls.

Understanding Call Logging: The Operator

The call log software also records the operators themselves. This feature helps companies ensure high-quality customer service or support, and gives room for future employee training.

Understanding Call Logging: The Conversation Length

In many cases, there are no limits as to how long the recordings could last. The software can automatically log both inbound and outbound calls at a high volume level, suitable for any and all company sizes. Knowing the length of these calls and having the exact dialogues at hand, employers could better customize their IVR systems to offer more troubleshooting/self-help options (which consumers prefer).

Understanding Call Logging: Information on Unanswered Calls

Usually, call logging only logs the phone number of unanswered calls. Partnering with our call analytics platform, however, you will be presented with crucial information on callers without even having to pick up the call. It details things like: caller location, phone number, demographics, and keywords that drove the call. Companies also have the option to customize these analytics to fit their needs.

Having an effective call logging software could mean the difference between knowing your customer’s needs and making blind decisions based on assumptions. Make the switch to a more powerful call logging solution! Phonexa’s sophisticated call platform works together with call analytics to provide the relevant information you need to boost your marketing strategies.

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