Calling has remained an essential aspect of business for many years. Even as email, instant messaging and video conferencing have become integral to how we work, the simple phone call has held its ground.
As more workforces operate in a hybrid fashion and business travel becomes normal again, you need a telephony solution that brings your team together whether they work from home, the office or on the go. Microsoft Teams Phone delivers such a solution.
You need the tools to analyse and track usage and call performance to get the most from your investment. Analytics allows you to gain insights into how well your team leverages the platform and if it performs as it should so that you can identify areas for improvement and keep your business running optimally.
Minimise downtime and improve resiliency
Downtime is when your business phone system is unavailable or not working correctly due to phenomena like hardware failures, software glitches, etc.
Downtime can be highly costly because it prevents customers from being able to reach you and make purchases. In some cases, it can even lead to lost sales and revenue. It means lost business and frustration from your customers and your team.
Using call analytics for Microsoft Teams Phone system can reduce downtime and improve resiliency. By monitoring calls and analysing data, you can identify potential problems before they cause disruption. You can avoid or resolve issues more quickly, keeping your team connected and productive.
Find places to enhance the customer experience
Call analytics is a powerful tool that can help you identify areas to improve the customer experience. By tracking and analysing call data, you can see patterns and trends that may be indicative of problems or opportunities. Then, you can make changes that will improve the customer experience.
There are many ways to use call analytics to improve the customer experience. For example, analysts can track the time customers spend on hold, the number of call transfers, and the amount of calls that go unanswered. Call analytics can also help organisations to improve their customer service processes by identifying bottlenecks and inefficient procedures. With this information, you can identify areas where customers are experiencing difficulties. Once you have recognised these areas, you can take steps to improve the situation.
Monitor call dropouts
As we all know, dropped calls are a huge annoyance. Not only do they interrupt our conversations, but they also waste our time. And if you are a business owner, dropped calls can cost you money. That is why it's so essential to monitor call dropouts. By keeping an eye on this metric, you can ensure that your customers are not experiencing dropped calls and if they are, you can take steps to fix the problem.
Call analytics for Microsoft Teams Phone provides organisations with detailed information about each call, including the date and time of the call, the duration, and the reason for the call drop. With this data, you can identify trends and issues that may be causing problems with call quality.
By understanding the patterns and frequency of call dropouts, you can troubleshoot issues and improve your service quality.
Gather insights for training new agents
In addition to analysing calls to improve customer experience, you can use analytics to find areas where you could train new customer service staff or allow experienced agents to improve their performance.
Analytics can help train contact centre agents on their performance in a few ways. You can identify what works and areas for improvement by tracking and analysing calls. You can then leverage this information to provide targeted training to agents, helping them to improve their performance and deliver a better customer experience.
Call analytics for Microsoft Teams Phone enables you to gather information about how your customers interact with your phone system, what kind of questions they ask and the problems they encounter. With this data, you can identify areas where customer service agents need more training and ensure they are providing the best possible service.
Highlight places to improve productivity
Call analytics provide an opportunity to identify trends in employee performance, such as an increase in the number of calls placed to a particular department or location.
Call analytics for Microsoft Teams Phone is an essential tool for improving productivity in your customer service arm. By understanding how people use calling, you can optimise usage. Your analytics on dropped calls or failed connections will also help target productivity and ensure that everything works smoothly.
By understanding the cause of these problems, you can make changes to improve productivity and reduce employee frustration with your systems. You might also find changes to optimise other business operations, such as increasing staffing for a particular department or providing additional training to customer service agents.
It is pertinent to note that call analytics is not a way to spy on your team but to look for inefficiencies or changes to their call patterns so that you can troubleshoot potential problems.
VISITS delivers call analytics for Microsoft Teams Phone
Our solution delivers all the benefits of Microsoft Teams Phone, backed by VISITS’ first-class support. We work closely with you to develop and deploy and solution suited to your business, then we train your staff on usage and best practices, even as new features come out.
Our platform includes extended functionality, including a full contact centre solution with analytics, hybrid calling between Teams and Webex, and integration with other SIP-based solutions.
Take a look at our Microsoft Teams Phone page for more on how VISITS can empower your organisation with the latest technology.