Being a sales manager, you might realize that tracking sales calls on logs isn’t exciting, yet it ensures your colleagues are going in the right direction. With that in mind, the following question is what tools can help store these call data and send them to my team?
Businesses are adopting new technology to improve the way telecommunication works. No system can manage Calls efficiently without strong input from Call logging software. A Microsoft report by 2025 is expected to support the understanding that almost all customer interactions will be explored with sentiment tools,
Showing the increasing need to monitor and analyze call logs for understanding customers’ emotions. In this detailed blog, we will discuss best call logging systems, their features and pros and cons.
What is a Call Logging System?
A call logging system is used in business communication to gather relevant voice data and look at the outcomes of each call. A call logging app is used to measure customer feedback, how efficient reps are during calls and different call-related numbers.
Call logs are useful in customer service, support and sales because they let you review call activity and maintain good efficiency. Call operators can keep records of calls which can be checked in the future.
Call logging software is used to gather data from the PBX or telecommunications system and produce call detail records (CDRs). Studying CDRs gives understanding of call activity.
Which Items Are Included in a Call Logging System?
A call log can help a business or individual organize call details. A properly kept call log should show the length of each Call Centre Technology, a short overview of each call, the number of calls made, the number of abandoned calls, and all call records.
1. Call Duration
Call duration is the whole period of time the call lasts. Short call lengths mean problems are solved easily, but longer calls are generally about complicated matters. It is usually checked in seconds or minutes and it plays a key role in both customer service and business analytics.
2. Call Summary
A call summary is a quick note recording the main points covered in the call. It acts as a reminder of anything important and what steps are left to take.
3. Call Type
The type of a call describes its nature and the direction it takes such as incoming or outgoing. Examples of call types are incoming, outgoing, missed, abandoned or outbound which allow you to study how customers communicate with the company. Knowing the kind of calls helps agents respond more quickly and manage calls more effectively.
4. Call Volume
The call volume shows how many times the phone is used to make or receive calls over a specific time span (e.g., daily, weekly or even hourly). Organizations can use the information to know when call volume is highest, set up suitable staffing and provide faster replies.
5. Missed Calls
Missed calls show how often an agent misses answering a call. It makes it easier to offer good customer service by reducing missed opportunities. The information in the missed call report is the caller’s name, contact details and when this person called.
6. Abandoned Calls
Call abandonment happens when a person hangs up their phone before an agent answers. Keeping track of call abandonments can guide a business to better handle its calls and make customers happier.
7. Call Sentiment
Call sentiment measures what customers feel while making a call. It allows the representative to know if clients are satisfied, angry, frustrated, or happy using their tone and language.
8. Call Time
Call time stores the time that a call started and ended. It shows the beginning time of the call and how long the call lasts. It makes employees easier to manage, holds down wait periods and makes customer service better.
9. Call Recording
Recording calls allows agents to look back at conversations and learn how to improve their skills.
10. Call History
Call history shows you the list of previous calls and a brief description of what happened on each call. With this, agents can address issues left unresolved or give more information about topics still being discussed.
How Does Call Logging Work?
The core of call logging is through web-based call logging software that is easily paired with the company’s phone system. All calls coming in and going out are automatically recorded by this software and the data is stored in one main database that you can access online.
People can view this information using a dashboard that provides many analysis tools and reports. Call logging software designed for the web is meant to be user-friendly, so anyone can access information, run reports and understand results without advanced training.
Types of Call Logging Systems and Softwares
There are call logging software programs designed for simple call tracking and those made for detailed analysis, meeting different business needs.
1. On-Site Call Recording Software
Company servers and computer networks are used to host and operate on-premises call logging software. With this category, businesses can handle their call logging in full and secure their data, as well as configure the system suitably.
This solution is best for organizations that have strong rules about data or belong to sectors with tough compliance demands. Still, it needs big investments in hardware and information technology to support and update the system.
2. Cloud-Based Call Logging Tools
Call logging software that operates via the internet, on the provider’s servers, doesn’t require as much upfront money for equipment. Because of this type, companies can handle remote teams and different locations more easily with online access to their call recordings and analytics.
Most cloud services are available as subscriptions which means they are inexpensive and require less work to manage for companies of all shapes and sizes. Additionally, update and security management is handled by the company offering service.
Key features of Call Logging Software
To find suitable call-logging software, it helps to know the important features that influence communication in a business.
1. Real-Time Analytics
Immediate analysis of call data lets businesses keep an eye on everything happening and recognize important trends on the spot. Having an immediate view allows managers to decide quickly, helping customers, determining staff needs and controlling call flows, maintaining top service levels.
2. Call Recording
Call recording allows companies to review every conversation with customers, important for quality assurance. By having this feature, businesses can teach staff, monitor tricky client exchanges and stay in line with industry rules which helps improve their operations and resolve disputes.
3. Integration Capabilities
Connecting CRM and ERP means the information you need is transferred easily from one application to another. Being connected means extra call information is available for customers and makes processes easier and more personal, leading to higher customer involvement and better outcomes.
4. Customizable Reports
Businesses can concentrate on the most relevant performance measures by choosing their own customizable reports. When reports match what organizations need, they receive useful insights that guide their actions and aim at improving operations.
5. Scalability
Scalability means the software can keep up as a business expands, with more call volumes and more team members using it. Being flexible is very important for a company to keep services good and systems reliable as it continues to grow.
Which Software is the Best for Call Logging for Helpdesk?
Identify the best call-logging app that helps companies manage calls, analyze data and report sessions for better communication with customers.
They are designed to have several useful features, the ability to grow and an option for integration to match the needs of many businesses.
1. CallHippo
Using CallHippo, you get cloud telephony, detailed log books for stored calls, call recording and notes on every conversation. It helps businesses monitor and gain knowledge about calls which allows them to make smarter decisions and create better strategies. Centralizing their call data allows organizations with CallHippo to better manage communication and customer relationships.
Key Features
- Using technology to analyze calls as they are happening
- The ability to record and write down conversations
- CRM integration
- Customized setting of reporting features
Pros
- An easy-to-use interface makes the website better to navigate.
- Various business needs are addressed effectively by the flexible pricing choices.
- This CRM works well with the most common CRMs, helping to make work more efficient.
Cons
- Global operations can be hampered if there are few international calling alternatives.
- Sometimes, the internet connection can be interrupted which can hinder communication
2. Nextiva
Nextiva allows businesses to gain significant insight into their communication activities using its comprehensive VoIP service and clever call-logging tools.
With the platform, businesses have a detailed view of their telecom activities, which helps them make informed decisions and plan future strategies. Because Nextiva emphasizes call analytics and allows for integrations, organizations can make their operations more effective and interact better with customers.
Key Features
- Using technology to analyze calls as they are happening
- Call recording
- CRM integration
- Customized setting of reporting features
Pros
- Interface is designed to be simple and user-friendly.
- Make sure there are secure systems to safeguard the data.
- Can be used by small, medium or large companies.
Cons
- Smaller firms are sometimes charged higher prices on their plans.
- Global operations can be hampered if there are few international calling alternatives.
3. GoToConnect
GoToConnect is an online call logging system made for small businesses with a flexible VoIP phone service. It gives teams the advantage of handling calls smoothly from any device, from any place. The system connects conveniently with Salesforce, Slack and other well-known apps which keeps procedures always flowing.
Also, features such as virtual receptionists, voicemail transcription and call routing enable businesses to give great customer service and enhance their internal communication.
Key Features
- Your voicemail can be sent to your email, SMS or text.
- Customizable auto-attendants
- Call handling methods
- Moving a phone number and redialing it automatically
- You can get as many business phone numbers as you need.
- Monitoring reports and data in real time
- Connecting all communication channels.
Pros
- Smooth integration between CRM and other tools prevents work disruptions.
- Customized auto-attendants help manage calls better and support a good customer experience.
- Analytics done in real time support tracking agent results and how the operation runs.
Cons
- New users may need to spend some time learning how to handle advanced features.
- Making free toll-free calls may use up plans quickly and result in more expenses.
4. Dialpad
Dialpad is a cloud system built for businesses to communicate more easily on different channels. Employees can use voice, video and messaging without interruption, allowing teams to cooperate when apart.
Thanks to its user-friendly interface and powerful tools, Dialpad allows employees to communicate easily with customers which boosts their productivity. Due to its emphasis on being straight forward and reliable, it is the ideal choice for organizations upgrading their communication solutions.
Key Features
- Voicemail
- A business phone app
- Call routing
- Call forwarding
Pros
- A simple interface has been chosen to guarantee users find it easy to use.
- Makes it easy to work with many different tools that are commonly used.
- Uses modern functions to greatly raise the level of productivity.
Cons
- Pricing may be too expensive for small and medium sized businesses.
- Some users think customer support should be improved.
5. Vonage
Businesses can rely on Vonage for its cloud communication services which cover VoIP phones, messaging and video conferencing.
Vonage’s strong infrastructure and easy-to-use interface let teams collaborate well using different communication methods.
Because it is reliable, scalable and packed with innovations, it is the prime choice for organizations wanting to upgrade their communication and increase their productivity.
Key Features
- Auto attendant
- Call announce
- Call hold
- Call & text logs
Pros
- Phone systems based on VoIP improve communication within a company.
- When business tools are integrated smoothly, people can do their work more efficiently.
- Businesses with many needs and tight budgets can use flexible pricing plans.
Cons
- Receiving a reply from customer support may take some time.
- More advanced functions might need you to pay extra.
6. RingCentral
RingCentral is a leading company offering cloud-based tools for call centers serving businesses big and small. RingCentral supports voice, video, messaging and conferencing which allows teams to work and communicate together easily.
Since it is user-friendly and works on any scale, it is the top pick for organizations wanting to boost team communication and productivity now.
Key Features
- Recording calls automatically
- Visual voicemail
- Call park
- Call screening
Pros
- There are strong options for teams to communicate and work together.
- Improvements in interface design aid employees in use of the system.
- Businesses of all sizes can use infrastructure that is scalable.
Cons
- Certain businesses may feel that their prices are higher than elsewhere.
- The time it takes to get a response from customer support is sometimes unpredictable.
7. 8×8
8×8 provides cloud-based services, among them call-tracking software, aimed at improving communication within a business. Its range of useful services such as voice, video, messaging and conferencing are specially chosen to fit businesses of all sizes. The handy interface and powerful features of call centers allow teams to conduct efficient call tracking, analysis and cooperation.
Key Features
- Smart customer assistance
- Omnichannel routing
- Go to the agent workspace.
- Analysing performance in a contact center
Pros
- A full set of communication solutions to fit many uses.
- An interface that is easy to use encourages users to begin and continue using the product.
- Different organizations can use scalable infrastructure to fit their size.
Cons
- There are no regular updates, so some parts of 8 x 8 are old and no longer up to date.
- It takes different amounts of time for customer support to get back to you.
8. HubSpot
HubSpot allows you to efficiently manage and follow your customer calls all within your CRM which is very convenient. Because this software automatically records calls and associated information, people using it become more productive by cutting down on manual data entry. Team members can contact, record and access every conversation over VoIP or a desk phone in the system.
With the call logging system, sales teams can tell which calls are most important based on the information gathered and thus concentrate on the most valuable leads. Premium versions of the Sales Hub and Service Hub have this feature.
Key Features
- Calls are logged automatically.
- VoIP Integration
- Get in touch with the Record Association.
- Lead Prioritization
- Creating Requests Using Call Records
- Mobile Apps
- Call Recording
Pros
- Allows for simple lead handling as it tracks calls and offers a list of prioritized leads.
- Makes team members more productive by taking care of manual call logging.
- Provides more customer insights by connecting all call data to CRM databases.
Cons
- The feature can be found only in advanced packages of Sales Hub and Service Hub.
- Stable internet is needed to enjoy good call quality with VoIP.
Final Words - Call Logging Systems
All in all, being aware of call logging systems, their functions and what they consist of is necessary for making solid choices. Because there are many options, businesses can find the best fit for their requirements and wishes. Even though their unique features and shortcomings exist, every software tool is designed to support communication, group work and make the business process more efficient nowadays.
FAQs - Call Logging Systems
Start making a call log template by writing down important details like the caller’s name, contact details, date, time, duration and what the call was about. Try using software like Excel or downloading a customizable template to setup your fields the way you prefer.
Major software providers give businesses the chance to adapt call logging software to fit their specific requirements. Businesses are usually capable of configuring fields, reporting, external connections and permissions in the software to support their specific ways of working.
Call logging software usually protects data by encrypting it, using access controls and conforming to regulations. Still, how secure it is can be different due to both the provider and the method of deployment. Good vendors must be chosen, important security measures must be taken and records must follow laws to keep call information secure.
Many logging software solutions enable you to change aspects such as data fields, reporting, automation and integrations according to your business needs.
Businesses in different sectors such as support/call centers, telecommunications, finance, IT/tech support, marketing/sales use call logging software to supervise, manage and examine customer interactions.
