The success of a business is often directly related to the health and performance of their communication facilities. Many companies deploy call accounting software to analyze call activity, reconcile invoices, control misuse/abuse and perform corporate roll ups. Traditional call accounting metrics often fail to measure system performance and customer experience.Cradle to grave logs can be leveraged to harvest more insightful communication information including ring time, transfers, hold time, conference and talk time. These granular statistics allow communication managers to maintain. Watch video in link below
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fine tune or upgrade communication facilities. Most call centers would be oblivious to system bottlenecks, hardware failures and improper call handling without cradle to grave call accounting.Effective use of cradle to grave reports allows organizations to analyze: By studying cradle to grave and call history logs, communication managers determine number of transfers, hold time and talk time. These metrics can be traced for every customer contact from the start to the end of a call. This ensures that the handling of all call activity can be examined and verified to meet corporate service level standards.it is imperative that agents adhere to the company gold standards in customer care. An effective cradle to grave solution will provide a mechanism for managers to listen to call recordings and/or voice.