In this blog post we’re helping our clients to get the most out of Ringostat call distribution report. After reading our tips, you’ll become a real call analytics Grand Master, we promise it:)
Our clients already know what is a call distribution report, but to sum up: it shows the amount of calls company receives every day and every hour. But to tell the truth… it can open your eyes on many other things! You just need to use it properly.
If you’re a new user, it’s better to wait for 2-3 weeks in order to collect necessary statistics. When comparing data for different periods, you can receive interesting insights.
All right. Let’s go! The report is made of 3 different ingredients:
1. Overall distribution
The first ingredient is a table showing the distribution of inbound calls broken down by day of a week and time of a day. This report can be grouped by absolute and average values. If you choose the second option, it will show the average number of calls received each day of a week for the selected period.
Let’s consider the following example. On the first screenshot you can see the number of inbound calls received during one month, the second one shows the same data for the next 30 days.
As we can see, the busiest days of the first period were Monday, Thursday and Friday, for the second period these were Monday, Tuesday and Wednesday. What do all these stats tell us? Monday is the best day to call the company (at least the callers think so ), but the situation is changing constantly, that’s why the statistics for each period is different. The thing is, it’s not right to measure some indicators only once and then forget about this. Client’s behavior changes with seasonal trends, ad campaigns you run, message you use to attract them (maybe you just create a post asking to call you 24/7 ), so be smart – monitor your inbound calls constantly.
As for the others stats: the majority of phone calls fall on the time periods from 11 a.m. to 2 p.m. and from 16 p.m. to 17 p.m. That’s why the sales team can have their lunch from 2 p.m. to 3 p.m., when the workload is lower. Monday was the busiest day of the first month, the peak hour of the second month was on Wednesday, from 1 p.m. to 2 p.m.
2. The “days of a week” distribution
Don’t waste your time by summing up the number of calls received during the last 4 Tuesdays, for example. Scroll the page and discover this chart. As we can see from this example, the sales reps have to be the most concentrated and productive on Wednesday. Speaking of other days, a load on call center slowly increases closer to the end of the week.
3. The “hours of a day” distribution
Like the previous one, we create this chart to make your life easier (at least when analyzing phone calls), so you don’t need to sum up many numbers. Here we can see a slight decrease during lunch hour, the first peak from 11 a.m. to 1 p.m. and the second, smaller peak at approximately 5 p.m.
How to use this data?
This report will help you to
- Determine the busiest hours and make your sales reps ready. For example, if you receive a lot of calls during the lunch time (practice shows that it’s true), it will be better if your employees eat their sandwich or pizza at another time. Just change their work schedule or split the team: your call agents can have a lunch at different times. We at Ringostat made the same and the number of missed calls declined to virtually zero.
- Improve the performance of a call center by understanding the busiest days of the week. For instance, you can implement a reward system based on results shown these days. Moreover, you’ll know when it will be better to organize meetings and different events.
- Raise the level of employees’ discipline. For example, call agents can decide to go home during their last working hour/ or leave early – it happens a lot. With data from the call distribution report you can see the number of calls missed every hour.