Call analytics for El Paso businesses
Call analytics from TechBit Solutions counts every call in and out of an El Paso business, shows when calls are being missed, and turns staffing arguments into arithmetic.
What this covers
Call analytics turns your phone system into a source of information about the business. Every call in and out is counted, timed and attributed, and the result is a set of reports you can actually act on.
It is included in the phone platform TechBit Solutions provides rather than sold as a separate product, because the phone system already knows all of this. Most businesses simply never look.
What you can see
- Total calls in and out, by day, week, month or hour
- Calls by extension, so you can see how the load is distributed
- Missed and abandoned calls, and what time of day they happen
- Average call length, and how that changes across a week
- Peak periods, which is usually the first thing that surprises an owner
- Month-on-month comparisons, so a change is visible rather than a feeling
- A live view of which extensions are busy right now
- Rankings by call volume, where that is useful and appropriate
Who uses it
- An owner who wants to know whether the phones are being answered
- A practice or service business trying to work out when to add cover
- A sales manager who needs activity numbers without asking for them
- Anyone who suspects calls are being missed but cannot prove it
- A business about to hire, deciding whether the volume justifies it
The problem it solves
Most businesses have no idea how many calls they miss. The caller does not complain, they simply ring somebody else, and the loss is invisible.
Analytics makes it countable. Once you can see that fourteen calls went unanswered between noon and one on a Tuesday, the decision about lunch cover stops being an argument and becomes arithmetic.
The second problem it solves is quieter. Staffing decisions get made on impression, and impressions are shaped by whoever complains loudest. Numbers replace that with the actual distribution of work.
Reports that get read
A report nobody opens is worse than no report, because it creates the belief that somebody is watching.
So we set up a small number that arrive automatically, at a time somebody will actually read them, answering questions you have said you care about. Usually that is three or four reports, not thirty.
If a report stops being useful, we take it off. Reducing what arrives is part of the service rather than an admission that we set it up wrong.
What the numbers will not tell you
Worth saying plainly, because analytics gets oversold. A call count does not tell you whether the call went well, whether the caller bought anything, or whether the person who answered was any good at it.
What it tells you is where to look. A spike in short calls on one extension is a question, not an answer. The answer usually comes from listening to two of them.
Used that way it is genuinely useful. Used as a scoreboard it teaches your staff to make more calls rather than better ones, and you will see that in the numbers within a month.
Getting started
Analytics comes with the phone system, so if we already run your phones this is a configuration conversation rather than a purchase. If we do not, it comes as part of the platform.
Related: call recording for the individual conversation, and speech analytics for what was actually said.
Call TechBit Solutions at (915) 629-8888.
Questions we get asked
Is this the same as call recording?
No. Analytics is about the pattern: how many calls came in, when, how long they lasted, who took them, how many went unanswered. Recording is about one specific conversation. They complement each other and most businesses end up with both, but they answer very different questions.
Can we see individual staff numbers?
Yes, by extension, and we would ask you to use that carefully. Numbers tell you who takes the most calls, not who takes them best. A team measured on volume alone will start behaving like a team measured on volume alone, and you will have bought yourself a new problem.
Do we need someone technical to read the reports?
No. They are graphs and counts, and they arrive on whatever schedule suits you. If a number does not make sense, call us and we will look at it with you. That is included, not billable.
How far back does the data go?
Ask us when we scope your system. Retention is a setting rather than a fixed rule, and the right answer depends partly on what your industry expects you to keep and partly on what you would realistically go back and look at.
What is the most useful report for a small business?
Missed calls by hour of the day. It is the report that changes a decision more often than any other, and for El Paso businesses it usually changes the same one: who is covering the phones over lunch.