Almost every telephone system in the market place can deliver statistics to help you run your business, and it’s surprising how few people use them. Which staff or departments are taking too long to answer the phone? Instead of hiring more staff, monitor average call length and take steps to bring it down.

Spot trends in busy periods, and adjust shift patterns to suit. Monitor line usage and scale up or down as required. Advertise a different DDI telephone number on your marketing activities to track return on investment. Find out which of your customers are taking up the majority of your customer service teams time. Spot how many missed calls you’re receiving, at what time and to whom. Why not build a set of telephony KPIs and display them on a wallboard in the office – you’ll soon find staff start managing their own telephony practices.