Measure Call Answer Rates in the Cloud with M5
M5 Networks, who provide client-focused, cloud-based solutions and business phone systems, have launched Live Answer Service Metric as part of their Intelligence package, providing business clients access to actionable intelligence on their call answer rates. Businesses will be able to see exactly how many calls reach the office, no matter how many phone lines or automated answering services are used to direct the call.
Live Answer Service Metric provides the whole organisation with access to the analytic tool, which was previously only available within complex call centre packages. Other features include:
• Easy-to-read dashboard identifying abandoned call rates.
• Ability to compare results between main phone lines and employee extensions.
• View the company’s live answer rates compared to other answer rates.
• Drill down on specific calls to view each caller’s experience.
• Identify issues and resolve them immediately.
Brent Barbara, Vice President of Innovation & Integration at M5 Networks, said, “It’s no secret that people hate it when they try to call a business and are forced to work their way through an auto-attendant labyrinth, only to end up being greeted by voicemail. This solution will enable our clients to see the rate at which calls are answered by a live person, and provide information that ensures they impress prospects and deliver on service commitments to their clients.”
The new M5 solution is part of the M5 Intelligence package that enables clients to ensure that their phone system configuration is aligned with the business’ sales and service objectives, and that it is being used to its full potential thereby supporting better business decision making. Other products that will be available as part of the Intelligence suite includes Talk Time, which is a new approach to understanding what happens to call, no matter how many times it gets transferred, i.e. users will be able to track a call’s progress through the phone system. M5 Networks have also said that new features will be added over the next few months.
Carmine Abruzzo, General Manager of Life Quality at BMW, said, “In our business, a single missed call can mean losing the chance to gain a new customer. That’s why the Live Answer Service Metric is the first report I look at every day. After just a few days of monitoring this report, it was clear that we were missing calls in the mornings. We adjusted our staffing and can now be confident that we are providing the outstanding service that our customers and prospects expect.”
Written by: Allie Philpin