For any business that relies on billable time tracking and or compliance driven activity, call logging should be an important part of their communications system. Keeping records of when calls were made, the length of each call and even hold time can help you to maximize your employee's productivity and have a better understanding of where your system may be lacking.
For each call that is made or received, data (based on your company's specific requirements) is recorded using a call logging system. Not only can employee productivity be scrutinized, but information can be used to distribute phone charges to each department throughout your company. Call logging can make billable time tracking among various departments and individuals within your organization more simplistic and seamless.
Call tracking programs can selectively record specific agents, full departments, or random calls so that you can get a more complete picture of how your communications system is working toward your success. Using the information that call logging systems like Call Cruncher provide can turn average callers into loyal customers since you can use it to better your customer service.
The ability to retrieve up to the minute data on in and outbound calls, track and respond to every contact and sales lead, better focus funds by using reports on how your communications system is working, and increase the resolution of customer concerns by accessing their contact information can be the difference in whether your company progresses. If you are looking to quantify the activity within nearly any department within your organization, call logging can be a vital part of that effort.
An industry survey in 2005 reported that two thirds of companies recorded that talk time for resolving customer related issues and concerns was between five and fifteen minutes.
