VoIP Business Phone Systems have changed the way companies communicate. VoIP offers features such as mobility, scalability, and cost savings. However, one of the most overlooked features is VoIP analytics. VoIP analytics is the study of your voice processes in order to gain actionable insights. It is one of VoIP’s most powerful tools, because it allows a business to not only monitor but act on data-based insights.
VoIP analytics is especially powerful for sales based companies. VoIP allows you insights into employee performance, sales campaigns, average customer sentiment, etc. Once you have access to the data, the possibilities are endless.
VoIP Analytics Data
VoIP Analytics gives you access to the following data points:
· Number of calls answered during a given time
· Recognizing time-frames when phone traffic spikes
· Geographic location of calls
· Time duration of calls
· Average customer wait-period
Craft a better calling experience
The biggest benefit of VoIP analytics is probably in the customer service department. Sales managers, by using the data from analytics, can better hone their strategies. For example, by knowing their customer’s call patterns, they can find ways to reduce wait-periods.
Showcase customer trends
One of the other benefits of VoIP call analytics is that you can record and play back as many different calls as you want to.
When it comes to VoIP call analytics, you can record and hear back to multiple calls as you require. Sales managers can search keywords such as ‘cancel’ and listen to all the calls containing their search. This is a powerful feature, as it can help elucidate trends.
Thanks to VoIP analytics companies don’t have to rely solely on customer feedback surveys if they want to gather trends on their business. If you have any business phone system questions, please contact us. You can also follow us on LinkedIn.