Products & Solutions

Call traffic monitoring

BT Network Call Performance through Analyst Converge

Overview

Get the whole story on your call traffic

With BT’s analytical tools it’s easy to measure and understand successful calls. But how do you know if you are missing calls that receive engaged tone or go unanswered? Do you have enough lines to ensure customers are getting through to your retail outlets, sales offices or helplines?

Network Call Performance through Analyst Converge monitors your incoming and outgoing call traffic – to give an instant, accurate overview of your network performance.

We received great support from the BT consultant and the BT account team. With their help we have been able to build our skills and knowledge and avoid many of the pitfalls associated with communications rationalisation projects. It’s a genuine partnership.”
- Tony Brady, Technical Manager, SCA Recycling UK

Key benefits

Use Network Call Performance through Analyst Converge to improve your bottom line

It is vital you maximise the potential of your network in order to justify budgets and meet your sales and customer relationship management (CRM) targets. With Network Call Performance through Analyst Converge you will be able to:

  • Increase revenue: by identifying when calls are being missed and increasing your available people and lines to meet the needs of your resources during those times.
  • Reduce costs: by seeing the peaks and troughs in customer demand in greater detail you will be able to optimise your resources to a tighter margin.
  • Improve CRM: you can improve customer experience by ensuring more calls are answered on the first attempt and with shorter waiting times.

Key features and benefits

Find room for improvement in your network

By monitoring your organisation’s complete call traffic profiles across your network – not just those successfully made or received – Network Call Performance through Analyst Converge gives you an instant and accurate overview of your network’s performance, and helps to ensure that your sales and customer service people are available when and where they are needed most.

With its detailed analysis, Network Call Performance through Analyst Converge enables you to:

  • Obtain a complete and usable picture of your communications estate.
  • Monitor the performance of your network more thoroughly.
  • Recognise patterns in incoming calls so you can anticipate peak demand more easily and effectively.
  • Identify operational issues so you can put them right before they impact your business.
  • Raise customer satisfaction levels with improved call handling efficiency.
  • Gain a clear insight into how resources could be better deployed.

Detailed description

Use accurate, detailed data to inform decisions

Viewing your outgoing calls through Analyst Converge provides you with summary and itemised call detail along with their associated charges – but this is only part of the story. Details of your incoming calls completes the picture. Calls going unanswered or taking a long time to be answered could be losing you sales opportunities or giving your customers or citizens a bad experience - and you wouldn’t even know about it.

Network Call Performance through Analyst Converge gathers PSTN, ISDN, Featureline and Embark data on each line or group of lines at the BT Exchange, and collates the information in easy to find, simple reports and graphs through Analyst Converge. These will show you:

  • The volume of unsuccessful incoming calls, to show you whether your callers received an engaged tone or no reply, with drill down to pinpoint the day of the week and hour of the day the calls were made.
  • The volume of unsuccessful outgoing calls, with similar information.
  • Average times it takes you to answer incoming calls.
  • Average duration of both your incoming and outgoing calls.

With this information you’ll be able to spot areas of concern, and make strategic management decisions, governing your lines, staff and communication spend – all with the support of solid facts, not guesswork.

The Network Call Performance data is presented through Analyst Converge, the online application you may already use to view your BT OneBillPlus invoices.

Who should buy

Rewarding BT Customers

There is a one off fee of £50, including VAT, for all requests. There will be no further ongoing costs for any customers on the following call packages, BT Premier Value, BT Customer Commitment, BT Business Plan or BT One Plan. Details of the charges can be found in the BT Price list (Section 2 part 20) at www.bt.com/pricing.

Analyst Converge and Network Call Performance through Analyst Converge are available to Global Services customers. Please check with your BT Account Manager if you need to confirm your eligibility.

Availability

Online accessibility

Network Call Performance is a module presented through Analyst Converge, and accessed through a secure online portal, with a user name, password and PIN log in.

Analyst Converge and Network Call Performance through Analyst Converge are available to Global Services customers. Please check with your BT Account Manager if you need to confirm your eligibility.

Resources

Downloads