The key features of Call Management software

The term ‘Call Management’ refers to the software-based applications that monitor the calls within an organisation and generate management reports to show where costs can be attributed. Although not a new concept, it is one that many organisations have yet to fully appreciate or exploit.

Historically used to allocate call costs across departments, or as a means to verify a phone bill at the end of the month, call management can be a fundamental component to an organisation’s communication’s strategy, ensuring equipment and lines are being used effectively with costs minimised and usage optimised.

For example, Managers can use standard reports to generate information on how their sales team is performing on the telephone, Internet and email. How many times each salesperson makes contact with their clients etc, and can be individually tailored to meet the specific reporting requirements of each business.

In a professional services-based organisation, this also means that, where time is billed to a client, you’ll have accurate reports from which to generate invoices.
Managers running an inbound sales operation will need to know that calls are being answered quickly and dealt with efficiently. Call management software will generate this information for you and automatically deliver the reports when and where you want them.

Time to answer calls is always critical; if callers have to wait too long to be answered, they can always ring off and buy elsewhere. Here, call management will provide you a list of ‘lost calls' and an average time to answer. What's more you can have this on an hourly, daily or weekly basis – you decide, and if the measurement is that critical, why not have the bad news emailed to you as it happens so that you can take corrective action.

Marketing managers can identify the impact of their sales promotion programs almost in real time. For example, an advert can be placed announcing a special offer with a unique number for customers to call. The software can tell you how many calls you received on that number by the hour, or any other time period you care to specify.

Call management software therefore, has become an important and strategic business tool, enabling organisations of all shapes and sizes to address their regulatory and business demands.

In addition, call recording capabilities, call cost analysis and management information tools can be incorporated to see just how much time and money each of your customers is costing you in support and then measured that against their sales turnover. The possibilities are endless.

For further information or to arrange for an interactive demonstration call us on 01952 528000.