Finding, Referencing and/or Reporting On Past Phone Messages

Finding An Old Message ...

Need to find an old phone message?

No problem ... you can search in EVERY field or combination of fields including the "Message" field for that one specific phone message you're looking for.  This feature in itself could save you hours of time!

Maybe you want to see how many call ins your agency averages each week.  Or you want to see how many call ins each of your CSR's or agents get as an average each day.  Maybe you want to get a feel for the type of calls your agency gets.  Just think of everything you can learn with this information!

Unless you go out of business, you're going to get call ins.  Doesn't it make sense to streamline and automate a task you're doing so many times in a day?

Reports ...

Category Report by Staff:

There are a few key reports with the Automated Phone Logging system.  Following is a category report broken down by recipient.  When the receptionist is capturing the information from the caller the receptionist will categorize the inbound call.  This allows management to analyze their inbound calls to see who's getting what calls for what reason.

If management sees there's an abundant of service calls during a certain time period, they may choose to add more service reps.  Or maybe there's a lot of sales calls and you need more sales people.

Idea: I'd use the category field to track what marketing prompted them to call in so you can track which marketing strategies are working best.

Message List:

You can run a message list based a query such as for a specific person or for a specific time period ... you can query on every field so you can the create the exact message list you want! 

Another report I'm going to create is a report by call-in time to show what times of the day you're getting the most call-in's.

All reports are printed to the screen.  During the screen print view you can print or email the report.  When you print it you can use the special email to PDF feature which puts the report into a PDF format, opens up an Outlook/Outlook Express Email and attaches it to that email.  All you need to do is put in the the person's email address and body of the email ... very nice!

Other Features & Tools ...

Emails Not Sent:

Sometimes the receptionist gets so busy he/she forgets to send the email.  From the main menu you can see which emails have not been sent when you click on the "Emails Not Sent" button.  Just tag the email and hit "email" to send them.

What a nice way to make sure all emails got sent!

Phone Message List:

The Phone Message List is a list of all phone messages.  Here you can do a Query By Form to review phone messages that meet a certain query.  This is also where you'll print the Category Report and Message List Report which will only include the messages in the query you ran.

This is a nice way of reviewing the call-in's you've had.