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Managing teams remotely comes with its very own set of challenges and rewards. So, as a manager how do you track productivity when your team is not sitting in front of you? If your team relies heavily on phone calls, historically a consistent and reliable source of insight would be the monthly phone bill. But luckily, the days of waiting for paper phone bills to trawl through are over!
Call management reporting is now such that you can achieve real-time understanding of all calls within your team. Not only does this help you track productivity in real-time, it can also alert you to any potential problems arising within the team before they escalate.
Most phone system providers will include some sort of call management reporting tools, but what tools should you be looking out for?
All of these tools provide managers with a huge amount of data and insight information, but as a manager how can you use this data to improve your team’s performance?
With access to call management reporting data, managers can monitor time to answer, missed calls, call journeys and individual team member activity. Analysing these insights can highlight opportunities for change that can improve customer service, team efficiency and team wellbeing.
Frequent team catch up calls and regular video conferences are great, but they might not telling the whole story about how an individual is feeling.
Getting into the granular detail of a call management report enables managers to access and monitor historic reports for individual team members. This insight can be used to spot signs that a team member might be struggling.
Has their call rate dropped? Has their number of unanswered calls increased? Has their call activity changed dramatically?
These could all be signs that something is not right, and as management you can step in to access the situation and provide additional support if required.
At Immervox, our experts could help build a custom call management reporting system specifically for you can your team’s requirements. Reach out and get in touch today.