A User Guide for Uboss Hosted Telephony

With the advent of hosted telephony solutions like Uboss, companies can now manage their phone systems with ease, flexibility, and advanced features. But how do you make the most of these capabilities, especially when it comes to understanding who’s picking up the phone? This blog will guide you through the process of utilising Uboss hosted telephony products to track and manage call handling efficiently.

Uboss is a cloud-based platform that allows businesses to manage their VoIP phone system effortlessly. A VoIP (Voice over Internet Protocol) phone system utilises the internet to make and receive calls, offering superior flexibility and scalability compared to traditional phone systems. Whether you’re running a small business or a larger enterprise, Uboss provides the tools you need to streamline your communication, including features like call monitoring, real-time analytics, and detailed reporting.

In any business, understanding how calls are handled is crucial for several reasons:

• Customer Service Quality: Ensuring that calls are answered promptly and by the right person can significantly impact customer satisfaction.
• Team Performance: Monitoring who handles specific calls can help in evaluating team performance and identifying areas for improvement.
• Resource Management: Knowing call patterns helps in allocating resources effectively, ensuring that your team is neither underutilised nor overburdened.

Now, let’s dive into how you can use Uboss to know exactly who’s picking up the phone in your business.

Uboss offers robust call monitoring features that allow you to see real-time data on who is picking up calls.

Call Dashboard: Access the Uboss dashboard to view ongoing calls, including information about who is on the line and how long the call has been in progress.
Call History: Review past calls to see who handled them, the duration, and the outcome. This feature is essential for performance reviews and identifying training needs.

Regularly analysing call reports can provide valuable insights into your team’s phone handling performance.

Detailed Reports: Uboss generates detailed reports that show which employees are answering the most calls, how long each call lasts, and which calls go unanswered.
Custom Metrics: Customise your reports to focus on specific metrics that are important to your business, such as average response time or call resolution rates.

Uboss allows you to implement advanced call routing strategies to ensure that calls are directed to the right person every time.

Skill-Based Routing: Assign calls based on the skills required to handle specific customer queries. This ensures that the most qualified person picks up the phone, improving customer satisfaction.
Time-Based Routing: Route calls based on the time of day or day of the week, ensuring that there is always someone available to answer.

Finally, ensure your team is trained on how to use the Uboss system effectively.

User Training: Provide training sessions on how to use the Uboss dashboard, interpret call reports, and manage their own profiles.
Ongoing Support: Offer continuous support to your team as they become familiar with the system, addressing any issues that arise.

Knowing who’s picking up the phone in your business is vital for maintaining high standards of customer service and operational efficiency. With Uboss hosted telephony, managing and monitoring your VoIP phone system becomes a seamless process. By following the steps outlined above, you can ensure that your team is always ready to handle calls effectively, ultimately leading to a more productive and customer-focused business environment.