Professional-level VoIP telephony has proven to be a game-changer for businesses. It’s a convenient and efficient solution that meets many, if not all, of the primary communication needs companies require from telephone systems. 

VoIP, which stands for Voice over Internet Protocol, has become a widely used technology in recent years due to its ease of setup and maintenance, low-cost per call, flexibility (integration of email and video conferencing), mobility, and full stack of features. 

But, because VoIP telephony systems are so feature-packed, most users barely scratch beneath the surface of its functionality. Did you know that there’s a valuable opportunity hidden in every interaction employees have with callers? One that can give your business the insights needed for growth and productivity? 

It’s called VoIP analytics, and it’s an immense pool of potential for you to reach out to. So in this article, we’ll dive deeper into this feature that you may have missed out on and offer a few tips on how to make use of them.

What is VoIP analytics?

If your employees are already making phone calls over the internet or you are considering migrating your office to VoIP, or there’s a good chance that the technology is already equipped with call analytics software (note that some service providers offer analytics as an add-on). As you continue to handle outbound/inbound calls, the telephony system collects customer data, which is compiled into reports found on your VoIP’s desktop or mobile app dashboard. 

Reports can be customised, displaying the analytics you need, and omitting any data that is not required from the report. Some of the data that your VoIP reports can provide for you call via call recording, call monitoring, and call logs are:

• Call time and date
• First call resolution rate 
• Duration of calls 
• Total call volume
• Average customer wait-period
• Answered vs missed calls 
• Concurrent calls by agent
• Common questions or requests.
• Geographic location of calls

With these metrics at your fingertips, you can learn about operations and customer journeys, and gain insights into the quality of your calls, customer experience and employee performance. 

How to use VoIP analytics for better efficiency

1. Improve the quality of calls

Call quality assurance is an essential factor in running a successful business, especially if you run a technical support or customer service department. The insights you gain from call analytics can help you identify issues that have a major impact on voice clarity, latency, call time, wait times, and more. By tracking patterns over a period, then make informed decisions to make calls better, faster and quicker.

2. Enhance customer service

Customers now have higher expectations when it comes to resolving their issues. Quick and effective customer service is another area where call analytics come in handy. Your team members can look into the data to analyse specific conversations and behaviours that determine whether or not customer interactions are successful. For example, was there a specific tone or phrase that your employees used that resulted in a positive experience for the customer? 

3. Improve employee performance

It goes without saying that the success of your company also depends on how well employees perform their tasks. The goal is to continuously improve the quality and efficiency of the team that manages phone calls. By monitoring call duration, call count, and availability of each staff member, you can stay on top of how your employees are performing daily. For instance, you might notice in the latest report that there are long call queues or that it takes a while for issues to be resolved. This will help you determine if you’ve hired the right number of employees or if further training is needed.

• RELATED POST: VoIP phone calls: 5 reasons they’re the best for customer service

Final thoughts

The more you understand your customers and employees, the better equipped you are to greatly boost the productivity of your organisation. However, collecting intelligence is only one part of the equation. What matters the most is how you use the information you gather. Once you’ve made the investment in VoIP, make the most of it by taking advantage of call analytics.