5 Business Uses of Call Management

Any business that actively uses telecommunications on a day-to-day basis will understand the importance of call management. Monitoring and managing both internal and external calls allows a company to analyse the effectiveness of their staff, including statistics and call logs. Not all can call management take care of all the monitoring, it can bring with it extra features such as call recording, which is required by law now in some sectors.

Here, we example five business uses for call management along with their advantages:

1 – Monitoring – Having the ability to monitor all of the inbound and outbound calls being made during a day allows a manager/supervisor to ensure staff are effectively communicating. Not only can call monitoring provide an overview of the telephony systems, but it can provide vital real-time information to improve productivity within the work place.

2 – Logging – Similar to monitoring, logging provides a means of looking back through the various calls to analyse the data. If a dispute arises where a client or customer believes they haven’t been called, then call logging will allow you to look at the historical data to see when and where it happened, then to present this data back to the person.

3 – Productivity – Not a feature as such, but by actively monitoring and logging all of the calls being made within a company, the staff know they have to work. Identifications can be made throughout a day in terms of people spending too long on the phone, or maybe not using the phone at all – so this allows the manager to ensure productivity is kept to a high.

4 – Number Provisioning – Tied in with call management is the acquisition of telephone numbers, and number re-routing. If a company has many employees then there may need to be a telephone available for each one. The management of numbers allows a manager to distribute numbers as necessary, and manage those numbers in terms of location, re-routing and other such data.

5 – Further Data Management – Having the ability to manage all calls, telephone numbers and systems means that the management of all assets is made easy. Using a VoIP system you may wish to setup web-to-phone based dialling, or ensuring fax-to-email is effectively working. All of the external asset management provides full flexibility when working with telephony systems.

If you are working in any industry that requires telephony communications then a holistic call management system may yield many benefits. As listed above, not only call a certain level of logging and monitoring take place, but there is also the scope for scalability of the telecommunications system in terms of number provisioning, data formatting and reporting.

Having a successful business relies on cost-effective work being carried out across the board – and through the use of a call management solution, productivity could be thoroughly increased. With the continued rise in the use of IP telephones, the analogue model is slowly deprecating – so keep up with the teams and push your business ahead of the competitors.

Author Bio: PackNet are business VoIP providers, delivering hosted IP telephony solutions to small and large business throughout the UK. Talk to us today about our inbound call management and outbound call management systems. Visit http://www.pack-net.co.uk

Category: Business Management
Keywords: call management, inbound call management, outbound call management