How To Optimize Your Telecoms Environment With Telephone Management Software

How To Optimize Your Telecoms Environment With Telephone Management Software

Almost every company uses telecommunications services and hardware to support their business operations. These services are often expensive, and while it is a waste of money to have too much, the consequences of under equipping include the possibility of reducing staff productivity. A telephone management service supplies the information needed to make good decisions regarding the type and volume of equipment and services required.Telephone Management System software records the event information of every telephone call made, however your PBX may be set to create call records or CDR only under specific conditions, for example outgoing calls only. If this is the case, the information provided by the Telephone Management System software will only pertain to the information recorded, if the information produced by the PBX is incomplete the Telephone Management system will provide an incomplete picture.Essentially there are three types of telephone call important to this process, outgoing calls, incoming and transit. A transit call is one which enters and leaves the PBX without involving an extension. As an example, an extension user away from the work station is expecting an important call so has diverted the desk telephone to a mobile phone; this will immediately and automatically re-route telephones calls and can be a major expense in some businesses. With a complete data set we can move onto the business at hand.Some questions that you Telephone Management system can answer to help you provide efficient service :Are incoming calls answered promptly?How many switchboard operators are needed?If you have a call center, how many agents are needed and how do you measure their performance?Optimizing use of equipment;Do you have the correct number of lines for each of your traffic types, (mobile, international and in-country) to your telephone companies?Do you have spare capacity on your existing equipment?Your telephone management software should report on service provisioning by day and time of day, this gives you the information you need to staff adequately for changes in traffic patterns and to accommodate peaks and troughs. When equipping your telecommunications environment it is important to look at a larger time,perhaps a month or even longer to establish peak usageSome Telephone Management systems are better than others at reporting this information and therefore it is wise for a buyer to identify the needs of the company and match it with the ability of the software. Do not assume that all software packages are the same.To ensure satisfaction a user should checkCan the PBX deliver the full data set necessary to build a complete view of the telecommunications environment?.Is the Telephone Management system capable of reporting on all call types in appropriate time divisions?Using telephone management principles this way has clear benefits, an appropriately equipped telecommunications environment enables staff to answer incoming calls promptly, measure key performance indicators (KPI) like, time to answer incoming calls, and at the same time reduces costs by right sizing and optimizing equipment.Customers often rely on their telephone company for advise and guidance, but it is the same company who makes their profits from selling equipment and services. For this reason, most telephone environments are over equipped, embarking on this type of exercise normally produces savings in equipment and service charges as well as improving the overall efficiency of the your company.

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