Introduction

The call log meaning has surfaced since the early days of the customer service industry, when every related task still had to be done manually. But now, with all the technological advancements, call logs have adapted much better to modern workflows! 

Curious to learn more? Keep reading.

An Overview Of The Call Log Meaning

Agents keep records of outgoing and incoming calls (Image source: StringeeX). 

Definition

"Call logging" refers to the process of keeping call records (both outgoing and incoming calls), usually including: 

  • Who initiated the call
  • When it happened
  • How long it lasted
  • A summary of what was discussed. 

This task can be (and has traditionally been) done manually. But in recent years, many modern business virtual centres - especially those using VoIP (Voice over Internet Protocol) like StringeeX - have switched to automated call logging. These upgrades improve call centre performance monitoring and help organise data better for future analysis and reporting purposes. 

How It Works

Step 1. Recording call data: 

The system stores all information about outgoing and incoming calls, including caller ID, time spent on hold, and the call's outcome. We will return to that later.

Step 2. Displaying call information: 

This data is presented in real time on a dashboard for easy monitoring and analysis.

Step 3. Syncing with CRM: 

All the call details are synchronised with a CRM (Customer Relationship Management) platform. In simpler terms, when a call comes in, the system automatically matches the caller's information with existing CRM records! 

Agents can access relevant customer details instantly and, as a result, provide better customer assistance during the call. Plus, unlike a few years back, they no longer need to spend hours painstakingly and manually inputting call information. 

What Data Is Saved In A Call Log?

A call log includes call date, call ID, call type, call handler, etc. (Image source: G2). 

Call Date

"Call date" refers to the specific date the call took place, down to the year, month, and day.

Call centres rely on call dates to track overall call volume over time. With better insights into peak hours (or days/weeks for incoming calls), they can make better staffing decisions to ensure adequate coverage during busy periods!

Analysing trends in call volume also becomes much more seamless. For instance, have you seen a surge in calls on a specific day of the week due to a new promotion or a recent news story? This information helps you anticipate future call volume and adjust resources accordingly.

Call Type

Call logs also categorise the call based on its purpose or the issue the customer is contacting about. This is one of the best sources to identify the most common customer inquiries and concerns. From here, you can:

  • Identify areas where your agents might need additional training to handle specific call types more effectively.
  • Create self-service options (FAQs, online tutorials, etc.) for a particular call type, deflecting these calls to free up agents for more complex issues.
  • Optimise resource allocation. For example, calls requiring technical expertise are routed to agents with higher expertise, while simpler inquiries can be directed to those with more general training.

Specific call types usually depend on the nature of your business or industry, but below are the most common according to our research: 

  • Technical Support: Customers needing assistance with a product or service.
  • Billing Inquiries: Questions about bills, payments, account balances, etc. 
  • Order Status: Customers checking on the status of an order or shipment.
  • New Account Setup: Customers seeking help setting up a new account or service.
  • Appointment Scheduling: Calls to schedule appointments or consultations.
  • Product Returns: Customers inquiring about or initiating product returns.
  • Complaints: Customers expressing dissatisfaction with a product, service, or experience.

Call ID

"Call ID" can refer to two slightly different pieces of information here, depending on the specific system and technology you use. Let us break down both possibilities:

In most cases, "Call ID" is interpreted as the Unique Call Identifier, referring to a unique identifier assigned to each individual call. This identifier is basically a code that differentiates each call within the system.

Under some circumstances, "Call ID" might also be used to refer to the Caller ID information transmitted by the caller's phone number. 

It would display the phone number or associated name of the person starting the call, though note that such a feature is not always accessible. After all, many people choose to block their caller ID for privacy! 

To sum up the difference: 

  • Unique Call Identifier is a system-generated code assigned to each call, mostly used for internal call centre operations.
  • Caller ID refers to the phone number or name information transmitted by the caller (if available) and plays a less crucial role in call centre data management.

Regardless of the system type, the unique call ID allows your centre to track and manage each call throughout its lifecycle. When a customer inquires about a specific interaction, your agents can locate the relevant call details in a blink for reference! 

Call Start/End Time

This data pinpoints the exact moment a call connects and disconnects with an agent. You should analyse the call durations to identify peak periods and adjust staffing levels accordingly, reducing wait time.

It also serves as a benchmark for agent efficiency. Suppose certain call types consistently have high durations; this likely indicates a need for extra agent training on how to handle those calls more efficiently. 

But of course, since the call's length alone doesn't cover all customer satisfaction metrics, make sure to assess call complexity and resolution time as well for a more complete picture.

Call Handler

Last but not least, the log also displays information about the "call handler" or the agent who handled that specific call. Tracking individual agent performance metrics will be easier, and some centres even include the agent's ID in customer satisfaction surveys linked to the call!

Agents who need improvement will receive more targeted coaching or training. Similarly, outstanding call-handling performances can be properly acknowledged and rewarded, motivating agents to do even better. 

Common Features Of A Call Logging System

It can be integrated with A CRM system (Image source: Stringee). 

Think of it as a massive library of all your call data. This feature allows your agents to find specific calls in an instant based on various criteria or filters, such as:

  • Date Range: Specify a date range to find calls that happened within that time frame.
  • Call Type: Search for calls categorised as technical support, billing inquiries, or other defined call types.
  • Caller ID: Look up calls from a specific phone number (if available).
  • Agent: Find calls handled by a particular agent.
  • Keywords: Search for keywords mentioned in the call recording transcript (if available).

Analytic Dashboard

A good call logging system doesn't just store data; it also presents those data in a visually compelling way:

  • Call Volume Trends: Charts and graphs depicting call volume over time (which you can use to identify peak periods and staffing needs.
  • Average Call Duration: Track average call length to assess efficiency or identify areas for improvement.
  • First Call Resolution Rate: Monitor the percentage of calls resolved during the initial contact. These numbers are the best indicators of customer satisfaction and issue resolution effectiveness.
  • Call Type Breakdown: Visualise the distribution of calls by type to provide insights into areas requiring focus.

Automated Call History Report

As we said earlier, manually inputting data can be time-consuming. Automated reports are the lifesaver we all need, providing pre-defined reports delivered to your inbox at regular intervals (daily, weekly, monthly). These reports typically include:

  • Call Volume Summary: Total number of calls received, broken down by date range or other criteria.
  • Call Type Breakdown: Percentage of calls categorised by different types.
  • Agent Performance Overview: Metrics like average call duration and resolution rate for each agent.
  • Customer Satisfaction Trends: Track overall customer satisfaction ratings over time.

CRM Integration

Call logging systems with CRM integration effortlessly connect these two data sources so that your agents can instantly see the caller's past interactions and history within the CRM. No need to spend hours entering data into both systems separately!

Why Do Businesses Need Call Logging?

As discussed, stored call data lets your business identify peak periods and adjust staffing levels accordingly. Overstaffing issues during slow times are no longer a threat, and you can now ensure adequate coverage during the busiest periods — one of the most effective ways to reduce labour costs!

In another vein, abandoned calls (where customers hang up before reaching an agent) are also a waste of resources. Call logs help identify the trends and dig deeper into the reasons (is it long wait time, complex IVR menus, or something else?). From there, you can make informed decisions or take action to get to the root of the problem. 

StringeeX: The Ultimate Call Logging Option In India

StringeeX is the perfect solution for your business (Image source: Product Hunt). 

StringeeX, with its call logging feature, is one of the best game-changers for Indian businesses seeking to optimise customer interactions. 

Call recording is just one of its numerous capabilities; SringeeX captures a comprehensive range of data points to provide you with a crystal-clear picture of the touchpoint, including: 

  • Detailed Time Tracking: There's no better way to gain insights into how your agents handle calls! StringeeX tracks answering times, decline times, and wait times, allowing you to identify weaker areas and optimise call routing strategies.
  • Chat Duration Tracking: StringeeX doesn't stop at calls but also tracks chart duration, which is suitable for call centres with chat support channels.

The best part: its inclusive reporting features transform all these data into actionable insights so that you can analyse:

  • The number of customer chats/ customer calls you receive
  • Missed messages or calls
  • Average response time. 

From here, you will be able to pinpoint specific areas with high staffing needs, ensuring your support team is 100% efficient and responsive no matter what happens. 

Conclusion

Our article doesn't just explain the call log meaning. We also highlight its common features while introducing fantastic, cost-effective solutions like StringeeX! Write to us if you still need more advice.