Posts Tagged ‘Call Data Report’

Increase Your VOIP ROI By Connecting Remote Locations

May 19, 2009

Once your company has made the investment in a VOIP phone system, there are ways to keep expanding the use of the technology to increase your profits and ROI. A VOIP phone system connects the IP-PBX phone server to each of the phones in any of three ways, all of which work very well. 

The most common method is through the data network infrastructure at your office, using the cabling, switches, routers and other network equipment that is also used by the data side of your business. That would be the main computer server, workstations, printers, etc. Instead of a separate phone system such as was used in the last century with CAT 3 cabling, the modern VOIP system can piggyback on your existing data network, eliminating cost and delays at the startup. With Quality of Service (QoS) enabled in your network, voice traffic is given priority so that the talk is crystal clear to everyone. 

The second method is by wireless networking. Again, when you can run your data network across a WLAN (Wireless Local Area Network), you can add your VOIP phone system as long as you have enough bandwidth to support it. Most G and N band WLANs are fine for office use. 

The last method is via the Internet, using your broadband provider as the conduit for your phone packets to travel to the destination. This opens up your VOIP phone system to connect to telecommuters, field service technicians, sales people, temporary offices, branch offices, and home offices. Everyone who activates either an IP phone or a softphone (computer program installed to work like a screen image cell phone) can connect to the main office as just another extension for the office. They can use the voicemail, page other employees, transfer calls, and use all of the other features used while actually located at the main office. 

A specific example of how useful this VOIP phone system remote connectivity can be are companies with temporary locations such as construction companies for homes, buildings, and everything else you can think of. It is a tremendous advantage to have a live phone at the trailer and worksite to enhance communication between management and the remote work crew without waiting for Ma Bell to run a phone line with a setup and monthly cost attached to it. 

Another example is a managing entity with a main office and many satellite offices. For instance, if a government agency was managing a district with lakes, pump houses, laboratories, fleet offices, warehouses, etc., they could all be connected and just an extension away from each other, even if separated by many miles. How far is many miles? It doesn’t matter if it is on the other side of the city, out in the country, in the next county or on a remote island. As long as a good internet signal is delivered by the telecom company, the connection is strong. 

A franchised business with multiple locations can really benefit from having one VOIP phone server in the main office creating their own hosted solution for every remote store. The cost of the total phone system company-wide might be a fraction of what a normal pre-VOIP system would have cost them. In addition, having the VOIP phone system in place company-wide allows the management to filter all of the phone use data via their desktop Internet browser at any time they need to see the company Call Data Reports and associated metrics. 

Ask for your free phone system audit from Select Phone Solutions by calling 281-501-6464.

“Productivity Through Technology”

Telephone Metrics – Do You Know Where Your Phone System Has Been?

April 12, 2009

All company owners and managers institute controls on their business so that they have a way of measuring what is happening within the company. They have to have a way of collecting data that is meaningful, can be analyzed, and point out what they must know as management. Unfortunately, most owners and managers don’t think of analyzing their phone data to see how it could help them become more efficient and profitable.

Of course they first must have a system that allows data collection via computer logs or else they can only rely upon telephone company bills that list long distance calls, if that is available to them. Not all phone companies still provide that data. Even if they do, long distance may be a minor part of a business’ calls if they mainly do local calling. They get no information about the local side of how the phone system is used.

Having computer logs of your phone system, on the other hand, should allow easy filtering to provide a view from any angle of what the employees, clients and vendors do with the phone system. If you don’t know how many calls were made to and from your most important clients, wouldn’t you like to know that every month? Wouldn’t you like to identify how much time each employee spends on the phone to see how that matches up with your expectation of how they should perform their job?

Your phone system should be able to produce a Call Data Report (CDR) that has monitored every call in and out of the system 24 x 7 x 365. Here are some great uses for CDR filtering to quantify your phone usage:

  • Do you know how and when your sales people are communicating with known clients?
  • Are the sales people cold calling for new appointments?
  • Would you like to record those calls for training classes or for review?
  • Do you know how many calls come in to specially setup numbers to track targeted marketing campaigns?
  • Would you like to follow up on complaint calls to your customer service department to make sure the callers were satisfied with the results of their calls?
  • Would it be useful to have a record in your CRM software of every time a specific customer or prospect was contacted?

There are many ways to filter the CDR database in your phone system web-based portal. It is very simple to use the software to create reports for the parties you are interested in as well as for the time period that concerns you. Ask your phone system vendor to show you how to run these metrics if you don’t do them now. It is an incredibly important part of the core of your business data and you should take advantage of the information.

Ask for your free phone system audit from Select Phone Solutions by calling 281-501-6464.

“Productivity Through Technology”