In the retail industry, there is an expectation of outstanding customer service. But in today’s economy, you often need to work more with less. ISI offers solutions to help retail organizations manage their telecommunications while improving their customer service. By implementing reporting tools focused on Business Intelligence Reports, retail organizations can effectively manage their support staff, track abandoned and transferred calls, and ensure customer confidence and satisfaction.
Call Accounting & Reporting
Track Abandoned Calls
Abandoned calls are never good. At some point, a customer grew tired of listening to the phone ring and hung up. As a result, more and more retail companies are starting to focus on abandoned call rates. Infortel® Select tracks abandoned calls and provides ring-time summaries, ring-time detail, and daily or weekly metrics to show the level of responsiveness when a person is answering the phone. It also provides dialed number identification which allows companies to capture the phone number on an abandoned call and re-establish communication with the the customer.
Business Intelligence reports are also useful in assessing whether you have adequate staff in a given department. If abandoned call reports consistently show higher abandonment rates to specific department, managers can determine if the department is understaffed or if calls should be transferred elsewhere. Traffic analysis reports can determine how many calls each department receives and the average duration of each call. These customer-focused efficiencies can ultimately save companies significant amounts of money in retaining customers and improving customer satisfaction.
Track Transferred Calls
Transferred call metrics are another tool for managers to assess customer service and staffing. Ensuring proper call transfer is obviously the most important factor to achieving superior customer service. When customers take the time to call a store, they are almost always calling with a purpose. When they are transferred to another department, they need to know they are going to reach their destination without the call being dropped.
Infortel® Select offers several reports to track transferred calls. The Call Redirection Detail and Call Redirection by Hour reports are designed to identify calls that were forwarded to either voicemail or another extension. With these reports, you can show how often your callers reach actual people rather than a recording. The Transferred Calls Summary and Transferred Calls Detail reports provide specific information on transferred calls as they move from one extension to another. The Transferred Calls Detail report groups the transferred call record logs together to present a complete picture of each transferred call. The report can show where a customer call originated, where it was transferred to, and whether the transferred call was answered. The Transferred Calls Summary report provides an overview of transferred call activity at the extension level, user level, or any of the fours successive organizational levels based upon user preference.
Allocate Costs Between Franchises
Many retailers run one central phone system along their branches. When doing this, companies need to be able to allocate costs between franchises to properly bill each location. Infortel® Select has a series of reports that can identify which telecom costs should be billed to which franchise. Organizations can review Extension Summary and Organizational Detail Reports to reviews listings of each call made or received by employees and departments, including information identifying dates, times, durations, trunk facilities used, call costs, digits dialed, and destinations. And by analyzing Trunk Summary Reports, companies can adequately manage their trunk facilities, routes, or individual circuits by reviewing the call counts and total and average call duration of both incoming and outgoing calls within user-specified date ranges.
Telecom Audit & Optimization
Large retail chains are often made up of a headquarters and a number of branch locations, which are constantly opening and closing in towns and cities. As these branch outlets open and close, there are instances where trunks and circuits no longer in use are still being accounted for in the overall telecom expenses. Likewise, when specific processes are not in place to activate and deactivate phone lines, or when organizations consume smaller branches without a properly-documented inventory, the telecom spend could be hemorrhaging money without you even knowing there’s a hole. Landlines are assigned to desks, but not reported or disconnected when the employee moves on. Cell phones are often distributed without written justification for employee use. Carrier bills go unreconciled, and inventory records are haphazard and nonexistent with regards to phones or devices dispensed to employees.
ISI's Telecom Audit service (Telecom Profit Optimizer™, or TPO) provides a simple, quick, way for financial institutions to get a snapshot of their telecommunications expenses. ISI analyzes a company's telecommunications expenses at no cost, and provides analysis and an itemized report identifying areas that will provide potential cost-savings. Fees are based on a percentage of the savings that ISI finds for the company. ISI is paid only when implemented recommendations lead to real savings.
Infortel® Invoice Manager – TEM
Retail stores generally don’t spend a lot of time analyzing their telecom costs. Many stores keep minimal, if any, documentation justifying their employees’ use of cell phones and other electronic devices. Approval processes are surrounded with red tape and very little paper trail. Locations and inventory (circuits, PRI and pots lines, etc.) are often not maintained, which is highly problematic as budgets become more and more scrutinized in an effort to keep stores afloat in challenging economic times. Lack of documentation makes cost allocation difficult to manage and many institutions continue to utilize confusing, outdated spreadsheets and finance software to manage their expenses.
They need a telecom expense management (TEM) solution.
Infortel® Invoice Manager is designed to help resolve these issues. TEM is a software platform that allows organizations, departments, and facilities to manage expenses tied to their telecom network. ISI provides a means to help analyze and pay telecom invoices. Utilizing auditing and productivity tools, Infortel Invoice Manager allows users to perform cost allocation, establish automated invoice approval processes, and simplify procurement. TEM assists with inventory management and increases visibility of an organization’s telecom spend which allows management to make more informed decisions. This helps identify where telecom expenses can be slashed and savings dropped to the bottom line.
Infortel® Wireless Manager – TEM
Enhanced Wireless Services
Many retailers are moving towards providing wireless devices to their employees. They establish relationships with carriers for mobile voice and data service or allow employees to bring their own devices and reimburse the mobile costs through expense reports and itemized carrier bills. Mobile bills, however, are plan-and-option-based, and the amount of money an organization will pay toward mobility is contingent on the employee’s job description and pay grade. Minutes, text messages, and data plans can fluctuate for a variety of reasons, most notably an employee’s increased or decreased amount of travel, where that trip takes place (domestically or internationally) and the time of year. Sudden high-minute use, continuous overages, and high texting can skyrocket mobile costs.
ISI’s Enhanced Wireless Service provides organizations a way to manage the devices they provide their employees and helps optimize rate plans according to situations. Based on three-month averages, Infortel Wireless Manager flags abnormalities to provide management a means to make adjustments. If a cell phone is no longer being used, ISI will work with carriers to dispose of or deactivate the contract. If a device is missing discounts, Enhanced Wireless Service will identify and flag it. Unified reporting across carriers produces one easy-to-work-with invoice. Voice, text, and data plans can be optimized to eliminate overages and provide ideal rates based on an employee’s job function. Inventory can be documented and tracked by user. Most importantly, retailers will have the ability to manage the mobile costs associated with their employees’ devices and gain control over their wireless spend.
Help Desk is an add-on to the TEM system. If a retailer has corporate-liable mobile devices and does not wish to dedicate hours to their IT staff to handle activations, warranties, discounts, and overall support, then Help Desk is an ideal solution. Help Desk will manage upgrades, add/remove data and voice/text service, and manage the daily, weekly, and monthly mobile optimization fluctuations for your organizations, allowing staffs to focus more on their primary duties. Help Desk is available Monday-Friday, 8am to 5pm CST.