By the numbers

Posted By: Netcelerate

Published: October 08, 2016 16:35


“What gets measured, gets managed.”


Collectively, we just saw, like, thirty of you roll your eyes. Yes, we get it. This little gem is one of those sayings that tends to drive certain people in the office a little crazy. And we get it. Numbers are not the whole story.


But let’s face reality here, for just a second, okay? Numbers, whether or not we want to have them shoved in our faces by overbearing managers who have watched Full Metal Jacket way too many times, are essential to business.


You have to be able to know what your numbers are. If you don’t, you will not have a clear path to your goals, because you won’t have what you need to get there. Numbers provide some direction. They provide some context. And they provide insight, one of the most valuable commodities in the world.


In the world of business phone systems (who saw that one coming??) there are some numbers, commonly referred to as “metrics” that you can use to get a better view of what’s going on with your phone system, and we’re here to help you out with that, since almost every VoIP system has built-in software for managing call analytics.


Call Volume
Though fairly simple to get visibility on, this metric is one of those that should be on the top of your list to track. Knowing how many calls are coming in versus going out, and to and from what departments, and in response to what campaigns… all of this is information that is vital to know, so that the business can keep moving forward. Tracking your call volume allows you to be able to manage your valuable resources in the most efficient manner possible. And efficient resource management tends to lead to higher profits.


Call Duration


While it may feel like the sort of thing that could easily get lumped into volume, this particular metric is quite important in its own right. Do you know how long it takes one of your sales people, on average, to close a deal once they have a prospective client on the line? Or, how long it takes one of your customer support people to navigate and/or solve a client’s issue? And, no matter what those numbers turn out to be, what does that mean for your business? This metric can help you spot strong performers as well as those that might need some more training.


Average Wait Time


This is big one, too. While we all want our phones ringing off the hook, if your company is taking too long to answer, you might be losing business. Getting to those people quickly is a priority that cannot be overlooked, and knowing the numbers can help you in that direction.


These are only a few of the metrics you can see when you’re looking at your phone system, and any Hosted PBX provider should be able to help you get to them if you don’t already know how. What gets measured may not get managed, but it does get seen. And you can’t improve something you can’t see.


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