Thoughts from the Cliff Dweller

We are a Small Call Center, how Can I Find out How Many People Try to Call Us in Any Given Day?

If you have a small call center, customer service office, or customer care department you probably don’t have a sophisticated telephone system, it may be hard to truly understand how many Cutomers try to call you in a hour, day, week, month.

That can be a really bad thing especially if you sell something over the phone and your ability to answer the phone quickly can be a really bad thing for sales.

Do not dispare. If you have an 800, 888, 866 or 8XX number then your Telephone Company can help you out.

Contact your telephone company and ask them to provide you with a “Toll report” on your Toll Free number activity. What they can do if give you a data file that tells you all the telephone numbers that called you in a certain period of time.

Now this report may cost you some dollars, but the value and insight it can bring is significant.

- Who calls you from where in the country?

- What hour do you get the most calls, or the least

- many many get answered

- average length of all calls

- etc, etc

Basically a ton of information that can help you understand how your business runs. Make sure you ask for a sample report first. Don’t pay anything until you see what data you can get. And negotiate the cost of the report. Sometimes the first report is free.

So don’t let your size (ahh of your Call Center wise) make you think that you can’t get the information you need to help you improve the service to your customers.

Hope this helps,

Clive…

Got a Question?: http://clivewoodrow.tumblr.com/ask