Use call data insights to reduce call wait times, ensure customers get through to the right department quickly and enhance your customer call experience.
The way you communicate impacts customer retention and experience. Drive customer service with call data which is presentable and reportable. Identify peak call periods and call waiting times, analyse calls to inform decision-making and use ‘Smart Missed Calls’ to meet customer expectations.
Our cloud-based call reporting and management software, based on award-winning software from Akixi, provides you with the insight to lead process changes, improve your call handling, streamline your inbound calls and deliver greater organisational efficiencies.
One Saturday morning, following some out of hours test calls, one of the depots called me and said they were going through their ‘Smart Missed Calls’ list and then calling back to help with new enquiries or queries. Whilst it was a test call that this depot had spotted, it really showed the value the Akixi missed calls reporting was adding.
There are many benefits that you will gain from greater insights into your call traffic and processes including:
View real-time call traffic activity, respond quickly and dynamically to your changing customer needs.
Turn missed calls into revenue. From your call analytics identify areas or times calls are being missed to fill any demand spikes or support a proactive customer service by calling back lost customers.
Identify potential call routing issues, helping you to ensure your customer communications are smooth, reducing drop-off rate and keeping customer experience high.
Align your staffing to peak call times. Call analytics help you to identify call trends in different departments, allowing you to move staffing to meet customer demands, further reducing wait times and increasing call experience.
Discover how your calls are being handled. Our call reporting software gives you insights into call waiting times, call duration, inbound/outbound calls and abandon call times.
Fully customisable and branded dashboards. Display real-time call statistics to show KPIs and keep your teams motivated.
Use your communications to set you apart from the competition. Deliver a greater customer experience, support your team’s productivity and create a highly available workforce.
Our call reporting and management software delivers you:
Get insights and work with a trusted team to understand your call analytics. We host your solution in our highly resilient and secure cloud, layering your call analytics on top of your Redcentric IP telephony or PSTN calling solution.
We get to know your business and what you’re looking to achieve. Our experience in understanding call analytics to design call flows and driving an increased call experience can be seen for organisations such as Howdens, Armstrong Watson and The Practice Group.
Discover more about the capabilities and benefits of call management software, simply complete the form.
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The dashboard provides the ability to analyse the length of calls & length of time to answer calls, this information has supported the practice manager in adjusting the staff workflow and improving call answering, reducing call waiting time by 50%.
Victoria Health Centre