A call detail record (CDR) is a software that provides reports of call information that is made through a phone service. This CDR report helps businesses call information about when, where, and how calls are made for billing and complaining purposes.
A call detail record software delivers metadata about how a specific user or phone number is utilizing the phone service. This includes data like:
- Date and time of the call
- How long the call lasted (in minutes)
- Source and destination phone numbers (who called whom)
- What types of call was made (outbound, inbound, toll-free)
- The cost of the call, based on a per-minute rate
Moreover, CDRs can also provide metadata about SMS or any other official communications transmission. However, CDR can only show the specific details of the calls and messages and measures its basic properties.
Importance of call detail records (CDRs)
CDRs are important because:
- They can provide every detail of chargeable communication transmission that is made on your phone system. This allows phone companies to bill your phone, keeping a complete record of how and when you use the phone system. It is primarily used by businesses to assist with call reporting and billing.
- They can help billing departments resolve disputes, keep details of spending, and record telephone system usage. CRDs are also used in the IT department to detect any disruptions with the phone system.
- They can be used in tracking call patterns and gaining insight into the employee’s phone usage. This enables the managers to analyze the trends and patterns in order to make personnel decisions and better management.
Features of software that records call details
The following are some of the benefits provided by call detail record software:
Improved training
Improving training is one of the greatest benefits of CRDs. Usually, call centers and other telephone-based businesses often use flowcharts and scripts for their workers to follow when engaging clients. Though this is very helpful, listening and analyzing successful calls provides more accurate data and is also more relatable. Moreover, agents are also taught how to proceed when a client cuts off the calls.
Informed performance reviews
Like training, reviewing performance is an important way to fix weak areas in a particular employee’s style and approach. Yes, customer satisfaction reviews go along with this regard, but these reviews often go unanswered —and can do more to highlight a client’s feeling about your product than your employees.
Reviewing performance, similar to training, is a great strategy to address areas where an employee’s approach or style could use some improvement. Customer satisfaction reviews are relevant in this context as well, although they frequently go unanswered and reveal more about how a customer feels about your product than any of your personnel could ever hope to convey.
Improves customer satisfaction
Another benefit of CRD is that it helps in improving customer satisfaction. Reviewing performance and the testing mentioned earlier is a great way to assess current strategies. As well as how clients respond to specific input, climate, and feedback. Therefore, CRDs give your business clear insights that lead to better quality. It also helps you reconsider marketing metrics and strategies to increase your sales.
Improving client happiness is another advantage of CRD. To evaluate present tactics, it is helpful to look back to performance and the tests that were discussed earlier. In addition to the clients’ reactions to particular input, environment, and criticism. Consequently, CRDs provide your company with lucid insights that result in enhanced quality. Additionally, it assists in reevaluating marketing metrics and tactics with the aim of boosting sales.
Reduce liability
CRDs help reduce several legal liabilities that your accounting department, legal department, and upper management could otherwise lose sleep over. It also helps in spotting errors for clients, and several misconceptions spread by employees who don’t know they are spreading incorrect information. Therefore, reducing liability is another great benefit of call detail record software.
Your accounting team, legal team, and top management won’t have to worry as much about a number of potential legal obligations when you use CRDs. Additionally, it aids in the detection of mistakes for customers and a number of misunderstandings propagated by staff members who are unaware that they are communicating false information. Consequently, Prosoft e-Solutions has the added advantage of lowering liability.
