What Are Call Logs and Why Do You Need Them?

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As your business grows, so does the number of calls you get in a day. To effectively convert calls to sales, you will need to know specifics like call durations, where customers are calling from, who they spoke to and so on. Manually recording these details is possible. However, it is more efficient to automate call logging. Let’s take a look at what they are and how they can help grow your business. 

What Are Call Logs?

Collecting, recording and organizing details of incoming and outgoing calls is referred to as call logging. Today, many Voice-Over-Internet-protocol (VoIP) business phone system subscriptions like Aircall, Dialpad and others include automated call logging. This tool does not record call conversations and messages. 

That said, they provide insights into how calls are being handled and customer demographics. Depending on the service provider, call logs may be integrated with CRM systems and other software for easier management and control. 

Here's an example of what Aircall call logs look like:

What Data Is Saved in Call Logs?

Some of the call details recorded in call logs reports are:

• Call date

• Call type

• Call ID

• Call start and end time

• Call duration

• Customer number

• Call handler

If the call has been recorded, a link to the call recording file may also be included in them. 

Manual vs Automatic Logging

Call logs can be recorded manually on call log templates or automated. The latter is preferable. Some of the benefits of automated call logs over manual ones are:

• Error-free records: Automated call recording eliminates the risk of manual error associated with noting down call details. Call durations can be accurate to the second, which means the need for approximation is reduced. It also ensures that details for all incoming and outgoing calls are recorded.

• Standardized reporting: Since the system is automated, call logs follow a uniform format across users. This makes it easier to analyze and compare records and filter through logs to find a specific call. 

• Higher team efficiency: It may only take an agent 2 minutes to manually note down call details. But, let’s say the agent handled 20 calls. That’s 40 minutes that can be saved by automating call logs. This time can be used to handle more calls and thus boost team productivity. 

What Is a Call Logging Software?

A call logging software is the software used to collect and record details for incoming and outgoing calls handled through Android, iPhone and other devices. Some of the other key features to look for in a call logging software are:

Call Typing

Your call logging software should be able to tag calls beyond categorizing them as inbound and outbound. Inbound calls can be further tagged with icons as answered, missed, abandoned or directed to voicemail. Similarly, outbound calls can be further classified as connected and not connected. 

Search and Sort

Saved call logs must be easy to filter according to your needs. It should also have the ability to search, sort, download and share logs with a click. For example, you may want to search for calls that originate from a particular area code. 

Built-in Analytics

Your call logging software dashboard should be able to group and display data for easy comparison and assessment. For example, the Aircall dashboard includes a simple graphic to illustrate your missed call percentage. 

Agent Metrics

Call logging software should also record data from the point of view of measuring agent performance. This includes details like call wait time, resolution time, after-call work time, etc. 

Integrations

Ideally, your call-logging software should be integrated with your CRM system and other tools to centralize data management.

What Are the Benefits of a Call Logging Software?

Having this kind of software integrated with your business phone account benefits businesses of all sizes. It puts you in a better position to monitor agent performance delivery, call metrics and call service quality. 

For example, analyzing call logs can help sales teams identify potential leads and manage follow-ups. Similarly, customer supervisors can assess agent metrics to spot training requirements. 

When you’re dealing with 1000+ calls in a day, having the ability to sort through call logs and filter them makes the information easier to access and understand. The data can then be used to optimize the workforce, understand customer demographics and make data-driven decisions. For instance, if you’re thinking of opening a new store, it’s a good idea to look at caller area codes.

How to Manage Your Call Logs

They can be accessed and managed by individual users as well as supervisors and company admins through the app or website. That said, access may be limited for certain roles. 

Agents can check their own call logs to self-assess productivity and work on improving their performance. They cannot delete files. Similarly, team leaders can view them for their teams to identify high performers as well as those who require additional training.

Company admins can access them for all incoming and outgoing calls within a specified time frame to optimize the office workforce from the admin dashboard. 

FAQs

What do call logs include?

They  include details such as call type, start and end time, call duration, customer number and call agent. 

Can call log data be exported to another software?

Call logs can be exported to CRM systems, other contact management software and tools if required. You may keep a backup on the iCloud or other servers.

Can call recordings be accessed from a call log dashboard?

VoIP service providers like Aircall let you access a detailed list of call recordings and voicemail directly from the call log dashboard screen.

How can you filter call logs?

Call records can be filtered by date, call type, users, customer number, etc.

Can call logging be automated?

Automated call logging is a common feature in many VoIP business phone system plans.

Experience the Benefits of Automated Call Logs

Automated call logs make sure you have easy access to all call activity details. All Aircall VoIP plans are inclusive of automated call logs. Client call records, metadata and basic analytics are accessible for up to 6 months. When put to use, this data can strengthen the brand reputation for good customer service, optimize business costs, boost team productivity and more. 

Sign up for the 7-day free trial today to tap into these benefits!

Published on August 21, 2023.