CALL MANAGEMENT SYSTEM

Call Management Software

Facilitate, delegate, monitor, manage and analyse calls with our call management software system. Seamlessly integrate into your cloud-hosted phone system and see how the software can improve customer service, boost productivity and provide you with powerful reporting and analytics to optimise and route incoming calls exactly to where they need to go.

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Trusted by over 40,000 + UK businesses

CALL LOGGING SOFTWARE

Better Business Reporting

Manage, analyse and understand customer interactions using our call reporting software.

Call Analytics & Logging Made Easy

Getting the right solutions in place to better serve your customers and employees doesn’t have to be hard. Birmingham Telecom’s call management software can be easily set up and integrated for your business to gain insight to improve inefficiencies, enrich customer service and deliver a return on your telecoms investment.

What’s more, our call management delegation software doesn’t overcomplicate things – it’s highly scalable, easy to adopt and easy to use, all while meeting industry compliance regulations for both reporting and call recording. With our system, you can:

Why Your Business Needs Call Management Software

Without proper call logging software, your business will be missing opportunities to communicate better. Use the software on any on-premises or cloud-hosted phone system and work with in-depth reporting, live analytics and dashboards to make noticeable improvements.

Flexible Reporting >

Extensive catalogue of reports to identify trends in performance. Report on call activity by extension, department, DDI and user.

Incoming call analysis >

Measure call volumes, targets, grade of service, percentage of calls answered, caller tolerance and unreturned missed calls.

Unreturned missed calls >

Measure important phone calls that have been missed but not yet returned. This report can be displayed as a wallboard tile.

Executive summary >

Executive reports collate key data from multiple reports to provide observations and recommended business actions.

Dashboards >

Quickly and easily get access to pre-defined or filtered data displayed on live tiles in tabular or graphical formats.

Wallboards >

Get access to software to visually display key call metrics on live tiles in a format to be shared on a screen or desktop.

Improve Business Efficiency

Clearly presented, meaningful user performance KPIs help to motivate individuals and agents. Managers can understand and support their individual team members, identify training gaps and champion high performers to help others to emulate that success.

How many calls have you made?
How much time do you spend talking during the day?
How long does it take for you to answer a call?
How many calls have you missed and returned?
Which calls should be reviewed for clarity or for follow up?

Create Custom Reports

Birmingham Telecom can supply and implement our powerful call reporting software to provide your business with custom reports and wallboards.

These custom features allow you to make informed decisions to deliver a more effective service to your customers. These wallboards can display exactly what you’re looking for, including unreturned missed calls, talk time, user performance KPIs, call traffic and more.

Drive Business Performance

Our all-in-one call management system is designed and proven to drive performance across your business and maximise customer experience.

Monitor Staff Performance >

Empower individuals and agents with dashboards, reports and wallboards to enable them to take responsibility for their own call performance.

Incoming Call Analysis >

Share group performance dashboards, team wallboards and trend reports to keep teams on target and focussed on success.

Drive Productivity >

Review live contact centre statistics to keep customer-facing teams focussed on customer experience all all times of the day.

Meet Customer SLAs >

Differentiate your business from your competition by exceeding customer expectations, meeting SLAs and maximising customer experience.

Drive Team Performance >

Identify business trends, highlight issues and share findings with the right people, at the right time to drive business performance.

Monitor Queues and Agents >

Manage your contact team of agents by providing your business with the best supervisor analytics and agent management tools.

Call Management Software FAQs

What is call management software?

Call management software is a system that businesses use to oversee incoming and outgoing calls. The reporting software can do just that – report on different metrics and analyse data based on things like talk time, missed calls, ring time and which agent or department customer calls are routed to. Instead of performing these functions manually, the call management system provides tools to not only analyse calls but also includes features such as call queuing, voicemail, automated attendants and integration with CRM and cloud-based phone systems. It’s especially valuable for sales teams, customer support centres and any organisation that relies heavily on phone-based communication to engage with clients or manage daily operations.

What are the benefits of using call management software?

Using call reporting software provides businesses with many benefits. Companies can improve customer service by customising call routing plans, providing features such as call queuing, forwarding and voicemail, which in turn reduces the number of missed calls. The software also enhances worker productivity, as the automated systems allow them to focus on resolving issues or closing sales instead of managing call traffic. Managers and business leaders can gain better insights into call volumes, duration, response times and staff performance to make better data-driven decisions. The call management software can also be scaled alongside business growth, able to handle increased volumes, support remote teams and integrate seamlessly with different CRM platforms. All these benefits combine to provide businesses with a cost-efficient software that improves efficiency, reduces operational costs and maximises the value of every interaction.

How is this different from a basic PBX?

A basic PBX (Private Branch Exchange) is a private telephone system within a business that manages internal calls between employees and routes external calls to and from the public telephone network. A PBX’s main functions include call routing, extensions, voicemail and sometimes limited call forwarding. Call management software is far more advanced and provides features beyond simple call routing. Operating on the cloud, the software provides real-time analytics, detailed reporting, call recording, queue management, integration with CRM systems and tools for monitoring staff performance. The software is essentially a full communications and performance management platform.

Can I monitor call activity remotely?

Yes, as the call management and reporting software is cloud-based, users can log in from anywhere using a compatible device like their phone or computer to monitor call activity remotely.

Is it secure and GDPR compliant?

Birmingham Telecom’s call management software is highly secure and GDPR compliant. Our system is hosted in a secure GDPR-compliant data centre and includes tools for data retention policies, consent management and the ability to delete or anonymise call records on request. Our software can also be set with role-based permissions and authentication to protect sensitive information.

CALL MANAGEMENT SYSTEM

Call Management Software

CALL LOGGING SOFTWARE

Better Business Reporting

Measurable Results >

DetailedReporting >

CallInsights >