Productivity Tools

Your phone system should enhance the productivity, and hence the profitability, of your business. These pages illustrate some of the productivity-enhancing tools available to you as a Telecall customer.

User Productivity

The right equipment and software will enable your staff to be more productive by completing tasks more quickly.  The phone system can link into your computer network, allowing it to interact with your users and your software for efficiency gains. Whether your requirement is simply to link into the user's Microsoft Outlook contact list, to integrate with a client database, or to work as a full-blown Call Centre we can make it happen. For more details click here.

Management Efficiency

User Productivity is only part of the picture. Management need to direct Staff, and if they don't have the tools that allow them to see what's happening they can't do so. These may be simple tools, like the Management Reports that come with your phone bill, or they might be more sophisticated, like real time management of how your resources are coping with the demands put on them by callers. Here are a few ideas:-

Billing Management Reports

These come as standard when we provide you with phone lines and calls. Designed to highlight issues such as overly long calls and calls to high-cost destinations such as Premium Rate they enable you to quickly spot problems.

Inbound Call Reports

If you have inbound numbers from us, such as 0800, 0845 or 0870 numbers, we automatically provide you with call details, enabling you to quantify the effectiveness of the advertising that drives callers to the number.

Presentation Number Billing

A Presentation Number is the number that is shown to the called person. For example the Presentation Number of the caller is shown on the display of your mobile telephone when a call comes in. We can program your phone system to use different Presentation Numbers for different extensions and we can report costs against these Presentation Numbers. Examples:-

• Company A rents out office space to six businesses. Each tenant is given its own Direct Dial Number, which is also used as the Presentation Number for all extensions belonging to the tenant. The Presentation Number report allows the landlord to bill calls to each tenant.
• Company B wants to allocate call costs to departments and allocates a Presentation Number to each department. The Presentation Number report allows them to allocate the costs.
• Company C wants to monitor call charges accrued by each extension. A different Presentation Number is allocated to each extension allowing this to be done.

Extension or Cost Centre Billing

When a call is made we can automatically attach an extension number or a cost centre to the call. Alternatively a cost centre can be manually attached by the user. These cost centres appear on the Management Reports that we provide to you. Examples:-

• Company D wants to know which extension originated each call. We automatically attach the extension number to the call record and it appears on the Management Reports.
• Company E wants to allocate call costs to departments. We automatically attach a cost centre to each call record that identifies the department the extension belongs to.
• Company F needs to charge phone calls to clients. We program the phone system so that an extension user has to enter a cost centre in order to make an outgoing call. The cost centre appears in Management Reports, allowing you to bill the call to your client.

Electronic Itemised Billing

Paper management reports allow us to summarise data, allowing you to see at a glance what is going on. If you want us to we will also supply you with fully itemised data in Microsoft Excel format that allows you to manipulate the data to suit your own management needs.

Workgroup Management

The NCV200 ACD Report Server provides a real-time view of the activity of your staff and call traffic and is ideal for managing workgroups or Call Centres. Facilities include wall-board display capability, on-demand and scheduled reporting, and full voicemail and auto-attendant features.

Download the NCV200 ACD Report Server Brochure

Download the Magazine article on the KXNCV200 ACD Report Server

PanaStat

PanaStat is a software package that gives you valuable management information about both incoming and outgoing calls. For more details please click here.