Calltrak Call accounting and phone reporting system

Calltrak call accounting and phone reporting software

Calltrak call accounting and phone reporting systems are designed to cater for business of all size. Using a web-based interface, you can examine your phone system network. Calltrak is robust and reliable call accounting software, totally user maintainable, including flexible telecomms call pricing. Phone reporting and call billing solution with the ability to recover extra charges such as line rental, voicemail, handset rental etc. Whether you have one PBX or many differing vendor's PBX's, using one Call accounting application, the entire telephony network information is readily available.

Calltrak call accounting and phone billing has helped our clients find solutions to

Monitor call center performance
Track call activity
Show lost or abandoned calls and provide reporting for unanswered calls
Determine answer rate and response time of lost calls
Phone bill reconciliation
Bill clients for their phone usage and additional charges across multiple sites
Compare extensions or branch performance
Network analysis, fault diagnosis and trunk optimisation
On charge for phone usage or services to residents or tenants
Chart display of daily call accounting data and network activity

Calltrak Samples (only a small subset of the vast array offered by Calltrak call accounitng)

Dashboard

The day's activity is displayed on the landing page identifying call activity such as lost calls, incoming, outgoing calls, ring time and extension usage. Clicking on the + next to an extension will display call detail for that extension. Data is refreshed automatically in a periodic interval. Clicking on Abandoned will identify the inbound caller and who they called, allowing lost calls to be identified and returned. If the average ring time is greater than the user set ring time, the ring time is highlighted. This allows to set targets for answering calls and highlighting if answer time is greater than the target response time.

Incoming Activity

A graphical representation of the incoming activity is displayed.
We are able to see the incoming calls for the day and abandoned calls in an hourly breakdown. This will assist in determining busiest time and identifying when most calls are being abandoned. A chart also display the previous seven days incoming and abandoned call tallies. If the current ring time is greater than the weekly 5 min average for the same interval, the ring time is highlighted in red, indicating that the interval answer time is longer than the weekly average. We are able to track calls and identify incoming busy times and abandoned call times.

Unanswered Calls - Abandoned call tracking

Any caller who has called and has not been answered is displayed in this chart. If the caller calls multiple times, there is only one entry displayed. We can also display calls that have gone to voicemail in this chart. If the caller has called back or the call is returned, we are able to identify if the call was returned in less than 1 hour. We can also identify the average ring time prior to a call being lost. From a customer service perspective, this data is useful in providing the information to return lost calls and offering exceptional customer service by calling back any callers who were unable to get through. Returning lost calls minimises the potential for lost business opportunities. The extension or agent with lost call activity is also displayed.

Call Reports

Using the SMDR/CDR data we are able to generate detailed or summarised reports using Calltrak. With the reports we can determine how many calls are being answered by each staff member, how long they are spending on the phone and when calls are lost. This data may further be used to assist in KPI values for each agent/extension. The SMDR data may also be used for phone system reconciliation, and other adhoc queries such as, who called where, when, time of call etc. General call tracking and extension activity is displayed through this series of reports.

Phone Billing

We are able to generate billing reports for the purpose of recovering phone costs from users of the phone system. These reports are commonly used to recover phone costs from residents of aged care centers or business centers. Coupled with the ability to customise call charges and select the call activity to display, the phone system can be a profitable tool and generate revenue.

More reports available ...

Calltrak will also report on Account codes, Indial numbers and PBX Traffic information allowing for trunk optimisation. Data is displayed in various format including grouping by call category (Local,National,International etc), time interval, day. There is also a series of compare reports, that give the user the option to compare extension performance with peers or business entities with other business entities. Incoming analysis reports allow the tracking of call activity grouped by day of the week or time of day, which will allow to identify busiest hours and when to place additional staff.