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Comprehensive Analytics

We furnish you with rich insights for strategic decision-making.
Improve operational efficiency, customer satisfaction, and overall business performance through intuitive analytics.

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Get Detailed Call History

We provide you with a detailed history of all the phone calls made or received.
Some of the key elements we capture include:

  • Date and Time

    When each call was made or received.

  • Contact Information

    Get a 360 degrees view of your customer if their contact is saved on your CRM.

  • Duration

    How long each call lasted.

  • Phone Numbers

    The numbers involved in the call, including the caller's and recipient's numbers.

Capture Every Call Detail

We provide you with the small details to ensure improved efficiency, and overall business performance

  • Received Inbound Calls

    Get details of calls from customers that were successfully answered by agents.

  • Received Outbound Calls

    Get complete details of calls initiated by agents that were successfully connected.

  • Inbound Missed Calls

    Get details of all calls from customers that were not answered.

  • Outbound Missed Calls

    Get comprehensive details of the outgoing calls from agents that did not connect.

Metrics to Make Decision Making a Breeze

Get detailed insights of your team performance. Seamlessly track KPIs, and identify areas that require improvement.

Cost per Call
Get the average cost incurred by your contact centre for handling each call. This includes expenses such as agent salaries, technology, and overhead.
Average Handle Time (AHT)
Capture the average duration of a call from the moment it is answered until the agent completes all necessary work associated with the call.
Hold Time
Capture the total amount of time customers spend on hold during a call. We help you avoid excessive hold times that can negatively impact customer satisfaction.
Agent Adherence
We enable you to track how closely agents follow their scheduled work activities, including login times, breaks, and overall shift adherence. Ensure optimal staffing and efficiency.
First Call Resolution (FCR)
We provide you with the data to measure the percentage of customer issues resolved on the first call without the need for follow-up interactions. Ensure effective problem-solving and increased customer satisfaction.
Call Abandonment Rate
We provide you with the percentage of inbound calls terminated by customers before speaking to an agent. We help you to know how efficient your agents are in handling customer calls.
Service Level (SL)
Get the percentage of calls answered within a predetermined time frame.
Occupancy Rate
Get the proportion of time agents spend handling calls or performing related tasks compared to their total available time. Know whether your agents efficiently use their time or whether agent burnout is high.

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Frequently Asked Questions FAQs

What are call center analytics?

Call center analytics refer to the systematic collection and analysis of data related to customer interactions within a call or contact center. These analytics provide insights into the performance of the call center, including metrics such as call volume, call duration, hold times, and customer satisfaction scores.

Why are KPIs important in a call center?

Key Performance Indicators (KPIs) are crucial in a call center because they provide measurable values that indicate how effectively the call center is achieving its business objectives. KPIs help in monitoring performance, identifying areas for improvement, and ensuring that customer service goals are met. Common KPIs include average handle time, first call resolution, and call abandonment rate.

What insights can Telvoip provide to help improve my business performance?

Telvoip provides comprehensive analytics such as average handle time ,hold time, agent adherence, FCR and  call abandonment rate that offer rich insights for strategic decision-making. These insights help improve operational efficiency, customer satisfaction, and overall business performance.

What information is included in the detailed call history provided by Telvoip?

The detailed call history includes the date and time of each call, call duration, phone numbers involved, and contact information if the customer is saved in your CRM.

How does Telvoip capture details of missed and received calls?

Telvoip captures details of inbound and outbound missed calls, received inbound calls, and successfully connected outbound calls. This ensures you have a comprehensive view of all call activities.

How can call center analytics improve customer satisfaction?

Call center analytics can improve customer satisfaction by providing insights into customer interactions, identifying common pain points, and enabling proactive problem-solving. Analytics help in understanding customer behaviour, preferences, and feedback, which can be used to tailor services and improve the customer experience.

What is First Call Resolution (FCR) and why is it important?

First Call Resolution (FCR) is a metric that measures the percentage of customer issues resolved on the first call, without the need for follow-up. FCR is important because it directly impacts customer satisfaction and loyalty. A high FCR indicates that the call center is effectively addressing customer needs, leading to reduced operational costs and higher customer retention.