CALLTRAK call accounting and phone reporting software

Enterprise call accounting software

Calltrak call accounting and phone reporting systems are designed to cater for business of all size. The complete voice network information is now readily available on one call accounting application

Staff performance and customer service

Calltrak will identify call centre performance and for each agent or extension, determine inbound or outbound call activity detailed or summarised. We can determine how long the phone rings prior to being answered, the talk time and any abandoned calls that may have occurred. This data may be used in calculating agent KPI values. Scheduling the report to be emailed to management staff on a routine basis will enhance customer service offered to clients. Agent answer rates are also identified.

Staff performance and customer service

Calltrak will identify call centre performance and for each agent or extension, determine inbound or outbound call activity detailed or summarised. We can determine how long the phone rings prior to being answered, the talk time and any abandoned calls that may have occurred. This data may be used in calculating agent KPI values. Scheduling the report to be emailed to management staff on a routine basis will enhance customer service offered to clients. Agent answer rates are also identified.

Phone reporting and call tracking

Calltrak call accounting and phone reporting software is designed to cater for business of all size. Using a web-based interface, you can examine your phone system network, whether you have one PBX or many differing vendor PBX's. The complete voice network information is now readily available. Calltrak is browser based call accounting software with installations ranging in size from a few extensions to 1000s of extensions.

By reporting on the CDR/SMDR datastream for Cisco systems, Avaya, NEC, Mitel, LG Ipecs, Panasonic and other phone systems, Calltrak has helped our clients to

Monitor call center performance
Determine the answer rate and response time of lost calls
Phone reconciliation
Report on the CDR/SMDR datastream on a detail or summarised level
Identify lost or abandoned calls and provide reporting for unanswered calls
Display daily call activity

Lost call analysis

Incoming calls with a calling line ID that are not answered are identified by CALLTRAK as lost calls. The lost call recovery option of Calltrak will identify any unanswered calls and display them in an easy to understand grid. If the caller has called back, the lost call is flagged as the caller calling back and there is no need for the lost call to be returned. When an agent calls back a lost call, the system will identify whether the call was returned in under an hour or greater than an hour. This system is used by users who need to return calls that may have been placed out of hours and to ensure that any potential customers are provided with service.

Coupled with reports available in Calltrak, each user can have an individual report of lost calls, scheduled to be emailed to them on an hourly basis or as often as required.

Special extensions such as voicemail may also be included, allowing all calls to be returned, even if the user has left a message.

Lost call analysis is used in various industries and applications. Calltrak will benefit client's in the following
Retail industry. Where there are multiple branches or businesses networked into Calltrak, we can return calls to clients that have hung up while waiting to be served.
Customer service perspective. We can determine on average how long users wait before hanging up the phone and aim to improve response times.

PBX/Line dimensioning

Using Erlang B analysis, Calltrak will identify the busiest interval and recommend the number of lines required to reach a grade of service so that 1 call in 20 is lost down to 1 call in a thousand. Using the Erlang B value, we can also determine bandwidth required in a VOIP environment.
In traditional PBX environments, Calltrak, will display each trunk number, the call flow to the lines and identify if they are not working.
With Calltrak we can optimise the phone system and identify phone network faults.

Phone system interfaces

Calltrak has an interface to traditional PBX phone system as well as modern IP based telephony systems, providing a call accounting and billing solution for any environment.

Click on the logo for more information on how Calltrak interfaces with your phone system.