Data to insight: insight to improvement

data to insight
We all want to work smarter.

You can’t expect to be on the top of your game if you don’t fully understand all of the factors that are affecting the performance of your business. To really get an insight into what is and isn’t working – there’s one crucial piece of the puzzle that you need access to…data. Whether you want to know how to drive more enquiries to your business or you simply want to know which part of the UK most of your calls are coming from – data holds the answers.
Now some of you might be a little bit wary when it comes to looking at data, but you can’t afford to be. Sure, the world of technology can seem intimidating if you’re not familiar with it, but it’s there to help you. By gaining an understanding of your customer and workforce behaviours through the information available at your fingertips, you’ll be able to adapt and improve your business.
We want to focus today on utilising data specifically from phone calls. A phone call is one of the key ways in which your customers get in touch with you so this is a great place to start. There is a huge amount of information that can be gathered from your inbound and outbound calls. Using our ‘Vision’ application through the MyWindsor portal, it’s easier than ever to understand.
There’s really nothing to be afraid of. Lets take a look at some of the insights you could gain.

Improved day-to-day business

The first and most interesting one to you as a business owner is about tracking call volumes themselves. Ask yourself: Are they lower or higher than you were expecting?
If call volumes are lower than expected, think about why – are you using the right kind of number? Is it memorable enough? If call volumes are higher than you thought they were going to be, you need to make sure you’re not missing any calls and that they are all being diverted correctly. Either way, the power is in your hands.
From here, you can set yourself and your team specific targets to drive more inbound and outbound calls to maximise your sales productivity. From your MyWindsor portal, you’ll be able to pull easy-to-view reports which summarise call volumes and other key activities, including where the most popular locations that customers call from, the call duration and which number (if you have more than one) is being called the most.
That’s efficiency at its finest.

Improved marketing

Do you do any advertising for your business? If so, how do you make sure you know it’s effective?
By using call tracking statistics, you can monitor specific phone numbers that are linked to individual marketing campaigns. This’ll help you keep an eye on exactly which campaigns are performing well since you’ll be able to see which number is being called most. From there, you’ll be able to work out a direct return on investment from those campaigns and decide whether to discontinue the ones that aren’t performing so well.
Now you’re really working smarter.

Improved customer service

Outside of sales, marketing and your bottom line – data can also be used to ensure high standards of customer service. The MyWindsor portal lets you record all of your outbound and inbound calls. You can listen back to these recordings at any time so long as you have access to the portal.
The advantage of this is that the recordings can be used for training purposes, either to improve or train new staff on how to present themselves on the phone.  Call recording is also very useful when gathering information. For example, if you have a customer details written down incorrectly, or you cant remember what time you said you would call them back – simply listen back to the last conversation you had.
No more ‘oops’ moments.
Do you want to maximise the potential of your business? Don’t yet have a virtual number with the ability to track call statistics? Talk to us today and we’ll get you up and running in minutes.

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