Tracking demand: Track demand for a particular category of property (business vs. residential or town homes vs. ranch houses) in order to maintain the right portfolio
Tracking the Markets and Advertisements
Analyzing which advertising campaign in what media provided the best return on investment
Tracking where your customers and markets are based on the area code
Track phone activity and Employee Productivity
Tracking the total call volume, call duration and various other statistics for individual extensions as well as groups
Tracking employees making toll free calls and other fraudulent calls
Optimizing Resources and costs
Ensuring that none of the trunks or extensions are left unused or broken
Ensure the staff is scheduled based on the call volume during various times of the day
Customer Service: Ensuring that no customer gets a busy tone due to lack of enough trunks
Proof of call / liability: Proof of calls to protect the management against someone holding the business liable
Quality Monitoring and Training
Ensuring that the employees are providing the right information to the customers and provide high quality service and support
Providing a set of good and bad calls as a part of training to a new employee
Ensuring consistency and accuracy across the agents giving information over phone
Reviewing a phone conversation: Search and listen to an important conversation with a customer
Security: To be able to listen to threat calls coming into the facility
