Maximising Teams Phone performance with analytics

Maximising Teams Phone performance with analytics


Tollring's iCall Suite Analytics for Teams

Hilary Oliver shares how call analytics can help organisations to improve employee performance and customer satisfaction

Guest contributor |

Microsoft Teams Phone has emerged as a vital solution for organisations navigating the complexities of hybrid working environments. However, merely having the technology is not enough and understanding data-driven insights to optimise performance is imperative.

In addition to delivering insights into internal collaboration trends and patterns across Teams users, Teams Phone extends these insights to external communications, delivering call analytics to meet service levels and customer expectations.

Navigating the data maze

Effective communication is at the heart of exceptional customer experience. By delving into the intricate patterns of internal and external communications, Teams Phone analytics offer unparalleled clarity based on accurate data. Insights from Teams Phone can deliver improvements not just to the call centre, but also to the wider business, ensuring every facet of an organisation can maximise its investment in communications technology.

Analytics also enable organisations to identify best practices, prioritise tasks and refine strategies. It can empower teams to make informed decisions, fostering efficiency, agility and customer-focused interactions.

Metrics that matter

Teams Phone call analytics can capture metrics across two essential areas. The first is in internal staffing levels and resourcing. Call performance metrics offer insights into individual, team and organisation-wide call patterns by identifying bottlenecks, streamlining call paths and optimising performance. By understanding these patterns, businesses can identify successful strategies and replicate them across various roles and departments. By analysing incoming call metrics such as the percentage of calls answered and talk durations, organisations can optimise staffing levels and ensure consistent and efficient customer interactions.

Secondly, call analytics can capture metrics for meeting customer expectations and driving customer satisfaction. For example, missed call analytics can show which calls are missed and which remain unreturned and should be called back, which can highlight revenue opportunities. Effective handling of missed calls significantly impacts sales and customer satisfaction levels. By setting targets and focusing on performance service levels that impact customers, such as missed calls and the time it takes to answer, businesses can meet customer expectations and foster long-term customer relationships.

Harness the Power of Analytics

Teams analytics provide visibility of communication and collaboration, delivering valuable insights and analytics to various teams within an organisation, including infrastructure managers, IT professionals, customer service agents, sales teams, managers at various levels and business owners.

Effective communication is the linchpin of successful collaboration, and the demand for seamless communication tools has never been greater. By harnessing the power of data-driven insights, organisations can navigate the intricacies of the digital age, ensure seamless communication, enhanced productivity and exceptional customer experience.

Tollring is an experienced independent software vendor with a rich history in telecommunication and data analytics. We have embraced the Microsoft ecosystem to meet the demands of the growing Teams user base and offer innovative solutions tailored to enhance communication strategies. 

iCall Suite Call Analytics for Teams is the latest product in our Microsoft Teams analytics portfolio, and is designed for user-friendly access without requiring advanced technical expertise.

For further information, visit the Tollring website.

Hilary Oliver is chief marketing and experience officer at Tollring

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