If you are in the IT or Managed Service Provider (MSP) business’ your help desk is at the heart of your customer service strategy, and a call reporting feature for your phone system can further enhance it. Call reporting can provide your call center with detailed oversight, allowing greater insight into your agents’ performances and can efficiently keep track of your metrics which streamlines your customer service.
Better Oversight for Quality Customer Service
Utilizing an efficient method to examine your customer service procedures is paramount to gaining and retaining a strong customer base. A call recording feature for your phone system will enable you to track any reoccurring issues, such as problems with agents that supervisors may have missed, or even possible glitches with your phone system. With this oversight, you can build a platform to not only acquire new customers, but build powerful, lucrative relationships with them.
Going a step further automatically importing call recordings into your PSA system really helps you track issues down to the individual level and keeps your techs on top of their game.
Gain Knowledge of Analytics and Metrics
A firm grip of your help desk’s metrics might lower spending for your company. A call recording feature will allow you to keep an accurate log of phone calls, track the times when your agents are logged in at a given time and keep careful metrics of calls answered and calls dropped. You’ll gain a better understanding of your call center’s strengths and discover which areas need more polish. In addition, with a meticulous log of call activity, auditing can go more smoothly for your business, and you can protect your business more thoroughly from incurring legal issues.
Also being able to tie your call data into dash boarding or business intelligence tools is very important to keep your pulse on what is going on in real time.
Coach Your Agents
Call reporting gives you a window into your agents’ experiences; you can watch their progress by the recording metrics, without having to physically look over their shoulders. This is especially helpful when gauging a new agent’s performance, as you can provide accurate feedback and support quickly, and help coach them in areas that need improvement. If you have reports that one of your agents is consistently rude and unprofessional, call reporting can help you verify the truth of that rumor anonymously.
Without robust call center technology, you could be missing out on important information that has the power to make or break your overall success. Learn more about advanced call center technology, here.
