Call Logging

A Call Logger is a management tool which monitors all telephony activity occurring on a telephone system and provides a suite of reports summarising and detailing various aspects of this data .

Why do I need a Call Logger?

1. For cost analysis and control: you may wish to manage a budget for a specific department or across a company. You may wish to look at your call costs in detail.
2. For response analysis: to improve service you may need to identify whether you are answering calls within published SLA times or at least identify whether you can reduce the time you keep callers waiting. You may wish to measure how many calls you are losing as this could equate to lost business.
3. For traffic analysis: many companies have little or no comprehension of whether they have too many or too few lines carrying telephony traffic. Understanding how heavily utilised your lines are can help you reduce costs by removing unused lines or reducing the chance of missed calls as a result of having too few lines.

There may be a specific reason why a Call Logger is essential:

1. Call Centres:  it is vital to understand and measure agent productivity to help improve your service. You may wish to analyse call dispersion to see how often agents receive calls.
2. Preventing fraud on your system: fraud costs industry £40 billlion annually and by having a system that can highlight potential fraud early, costs can be prevented from escalating.
3. Complaint analysis: in the unfortunate instance that a complaint arises, having a system that can accurately detail calls from an individual or company can avoid the inevitable disputes when evidence is available.