If you’re a relatively small organisation trying to take on the big boys in your sector, VoIP analytics delivered by a digital business phone system could prove invaluable.
Where are you going wrong? Where do hidden lead generation and sales opportunities lie? Which employees are going to bat for you, and which are holding you back? These are just a few of the answers VoIP analytics can answer, as long as you have the right ones.
Let’s take a look at the top VoIP analytics every SME needs for sustained success against the odds.
1. Call Volume Traffic
How many calls are you taking this month compared to last? How is your latest marketing campaign affecting lead generation? These are just two of the questions you can answer with call volume tracking reports delivered by a VoIP business system.
Call volume analytics include up-to-the-minute details on the calls your agents are handling. Get stats by the minute, hour, day, week, month, or year to stay on track of employee performance and marketing success.
Another great use for call volume tracking is effective scheduling. When you know what your busiest times for calls are, you can staff your business accordingly – a great way to save money and deliver great customer service at the same time.
2. Average Call Duration
How productive are your staff members? Do they spend hours chewing the cud with potential customers, or do they strike the perfect balance between being courteous and sealing the deal? Average call duration stats could help you find out.
Imagine you notice an agent with a relatively short average call duration. That person may be exceptionally efficient. You’ll know when you assess their sales rates compared to other members of your team. However, there’s a second possibility: the staff member isn’t putting enough effort into cultivating leads or delivering customer service. And that’s something that might be backed up by conversion and complaint rates.
Average call duration on its own gives you potential hints about how key members of your team are performing. Combined with other VoIP analytics, it can transform the way you performance-manage, reward, promote, and coach your staff.
3. Missed Call Rates
Missed calls are missed opportunities – it’s that simple. And if you have a sophisticated business phone system that uses the internet rather than traditional copper phone lines, there’s no excuse for them!
And there’s much more to worry about than lost sales, although that’s perhaps the most important issue at stake. Missed calls, particularly for SMEs, can have various far-reaching consequences:
Lost Revenue
A customer calls to buy, but no one answers. They hang up and call your competitor. Studies show missed calls can cost up to 20% of potential revenue, especially in fast-moving industries like retail.
Eroded Trust
Unanswered calls scream, “We’re too busy for you.” This frustrates customers, chipping away at trust and goodwill, making them less likely to stay loyal or recommend you.
Bad First Impressions
A new caller gets no answer? Their first thought: “unprofessional.” Small businesses can’t afford to lose leads before even getting a chance to pitch.
Lower Satisfaction
Customers waiting on hold or getting no response feel ignored. This sends satisfaction rates through the floor, pushing customers toward competitors who pick up the phone.
When you know who is responsible for missed calls and when they happen, you can start to determine why they’re happening. And that’s when you can actually do something about the problem.
4. Agent Performance Metrics
Good call management is good performance management, and vice versa.
Monitoring agent performance isn’t necessarily about looking for people to blame for poor performance or lost opportunities. Performance metrics delivered by VoIP analytics can help you fine-tune your sales approach, capitalise on winning strategies, and coach your people for success.
Once you know the specific areas in which key employees struggle or excel, you can either develop coaching approaches or identify people ready for progression.
Useful agent performance metrics include:
Calls Handled
How many calls does each agent pick up daily or per shift? This shows who’s carrying the load and who might need a nudge. High numbers can signal efficiency, but too many might mean burnout.
Average Handle Time (AHT)
How long does an agent spend on each call, from start to wrap-up? Short times might mean quick fixes, but rushed service can annoy customers. Longer times could show thoroughness or inefficiency.
First Call Resolution (FCR)
Is the agent solving the customer’s issue on the first try? A high FCR rate means happy customers and fewer follow-ups, saving everyone time and hassle.
Customer Satisfaction (CSAT) Scores
What do customers think of the agent’s service? Post-call surveys or ratings give you a direct line to how well agents are keeping callers happy.
Call Abandonment Rate
Are customers hanging up before the agent can help? A high rate might mean the agent’s too slow to pick up or not engaging enough, pushing callers away.
Sales and Conversion Rate
For sales teams, how many calls turn into deals or bookings? This shows who’s closing like a pro and who might need coaching to seal the deal.
5. Queue Wait Times
How do you feel when you’re left in call waiting hell? There may be some music to keep you entertained, but what if it’s not your cup of tea? You’d soon become annoyed. You might give up. At the very least, you won’t be in a great mood when someone finally answers.
Long waits, even if they’re punctuated by occasional recorded messages including your queue positions, can send customers running into the arms of your competitors. That’s why it’s vital that you can track them at all times.
Queue wait time analytics measure how fast your team gets to incoming calls. This data lets you optimise call routing or add agents during crunch times, keeping your customers happy and loyal.
6. Call Outcome Tracking
What’s really coming out of all those phone calls? Are they turning into sales, bookings, or just dead ends? If you’re not keeping score, you’re in the dark. Call outcome tracking is like a report card for every conversation, showing you what’s working and what’s not.
This VoIP feature logs the result of each call: did it end in a sale, a scheduled follow-up, a resolved issue, or maybe a frustrated hang-up? You’ll see patterns, like which agents are closing deals or which calls keep hitting roadblocks.
Maybe your team’s great at support but struggling with upselling. With this data, you can coach your team to sharpen their skills or tweak your scripts to boost conversions. It’s not just about answering the phone – it’s about making every call count toward growing your business.
Access the VoIP Analytics Critical to Your Business’s Success
If you don’t know how your call handlers are performing at any given moment, how can you expect to fine-tune your call-based sales or customer service processes? With SiPalto, comprehensive and detailed VoIP analytics keep you in the loop. Get in touch to discuss your business phone requirements with an expert.
