iCall Suite call reporting lets MSPs give their customers insights into every call, better understand customer experience, identify issues, and boost team performance, according to Access4.
It allows users to see whether calls are answered on time, handled in the right amount of time, and whether staff respond to customers appropriately. The information is delivered via dashboard, wallboards and reports.
iCall Suite also lets managers measure and compare the effectiveness of call groups and queues, and then structure their teams to deliver first-contact resolution.
Further analysis can be performed thanks to integrations with Salesforce, Hubspot, Zoho, Zendesk, Workbooks, Nimble, FreshSales, Agile or Microsoft Dynamics 365.
Redspot Car Rentals is a Sasboss user. IT and special project manager Brad Aldcroft said "iCall Suite analytics and reporting is incredibly useful across Red Spot Rental.
"We're utilising all aspects of iCall analytics. Our area managers use the daily scheduled reports on extension call activity and even benchmark branches and set KPIs for call answers. It also gives me and the call centre crew insights on where we can (and have) changed call flows to improve call answer rates and have even increased our call centre team with remote workers to help with the volume of calls.
"The analytics is a crucial part of the whole system, and without it we'd be flying blind as we previously were."
Access4 managing director Tim Jackson said "Customer experience analytics are a major opportunity for MSPs as businesses prioritise customer experience at the forefront of their organisations. Businesses are looking for embedded analytics like iCall Suite that are more digestible and don't require them to learn new skills or invest additional time."
"The ability to gather, monitor and act on insights from customer interactions is a great addition to our portfolio and will help our partners and their customers drive better decision-making, business productivity and success."
iCall Suite was developed by Tollring.
"In our new hybrid working world, there is a greater need to gain a more rounded view of customer experience," said Tollring CEO Tony Martino.
"The shorter and more efficient a customer's call journey, the better their experience – and good experiences lead to greater loyalty and retention.
He added "Throughout our partnership with Access4 it's been clear that they really understand customer experience, as we are delighted to assist them in making best practice CX a reality for businesses across Australia and New Zealand."