Without proof your teammates are performing, you can’t really tell who to praise, emulate, congratulate or promote. With the Custom Reporting and Analytics addon for Mandelbrot PBX, you’ll never doubt your teammates again. Each report is custom designed around your team’s requirements. Here’s a few examples from an inbound call center we took on as a Mandelbrot PBX customer.
Old habits can be hard to break. Despite the call center manager’s best efforts, one of their most senior employees remained unwilling to fully embrace their new phone solution. Management asked us: how can we be absolutely 100% sure our new phone system is working? How can we tell if the system is dropping calls or if our employees are just making excuses? And how effectively are our people using the system?
The solution to these problems can be described in a single word: READABILITY. That’s where the Custom Reporting and Analytics addon came into play. We set up a weekly email that contained the exact details they needed to hold their teams accountable, both from their database and from their new phone system. The report is a PDF file, which makes it easy to view or share on iPads as well as desktops. Every call is detailed by a full page, which allows their managers to easily clear up any confusion about how their phone system is functioning.
Company ownership also wanted a record of conversion rates for first time callers. By comparing the timestamp of each call to the creation timestamp of each corresponding record in their external FileMaker CRM, the wizards here at Mandelbrot were able to determine which phones were calling them for the first time. It wasn’t that difficult to figure out – if a call came from an unknown phone number before the CRM record was created, it was a first time caller. This information allowed their business to focus their advertising effort on sources that produce new customers instead of paying twice for customers they already have in their CRM.
Lastly, their call center manager wanted a way to better schedule their agents. They didn’t have a way of visualizing when the bulk of their calls were coming in, nor were they able to tell when calls were most likely to be missed. So we built them a color-coded visualization of each week’s inbound calls. The calls are arranged on a timeline, from Monday thru Sunday. Color coding is as follows:
- Grey: Call was answered as normal.
- Orange: Caller hung up before voicemail greeting.
- Red: Caller hung up after voicemail greeting WITHOUT leaving a voicemail.
- Blue: Caller left a voicemail.
The results were stunning. The manager was able to adjust the call center’s scheduling policy to match when calls were expected. Within a couple of weeks the company was missing far fewer calls. They also started calling people back even when there was no voicemail, which helped them get even more value from their advertising.
