In today’s fast-paced business environment, keeping track of employee productivity can be as tricky as finding a needle in a haystack. Luckily, there’s a secret weapon in the arsenal of savvy business owners: SierraGold by SAI™ paired with Microsoft Teams Call Detail Reporting (CDR). If you’re ready to transform your workplace into a productivity powerhouse, grab your magnifying glass and let’s dive into the world of Teams CDR using SierraGold!

What is Teams CDR?

Microsoft Teams CDR is a feature that captures detailed information about every call made within your Teams environment. It logs everything from call duration and timestamps to the status of calls (answered, forwarded, abandoned or sent to voicemail). With Teams CDR, you get a granular view of your communication landscape, helping you make informed decisions that can boost productivity and efficiency.

Uncover Hidden Insights

Imagine having the ability to peek behind the curtain of your employees’ daily activities. Teams CDR does exactly that by providing comprehensive call logs that reveal patterns and trends in communication. But, how do you access that information and assemble it into a usable format? Do you want to know who your top performers are? Or perhaps identify team members who might need a little extra support? Using Teams CDR’s detailed reports, SierraGold provides the insights you need to make data-driven decisions, and displays it in a way that makes sense to you.

Measure Call Handling Efficiency

One of the biggest productivity killers is poor call handling. Missed calls and inefficient call routing can leave customers frustrated and employees overwhelmed. With SierraGold and Teams CDR, you can analyze how calls are managed and identify bottlenecks in your communication process. By addressing these issues, you can streamline call handling, reduce wait times and improve productivity.

Optimize Agent Performance

Let’s face it, not all superheroes wear capes, and not all agents handle calls with the same efficiency. SierraGold and Teams CDR allows you to track individual agent performance, highlighting key metrics such as the number of calls handled, average call duration and call outcomes. With this data at your fingertips, you can provide targeted coaching and training to help your agents become call-handling champions.

Enhance Customer Satisfaction

Happy customers are the lifeblood of any business. By leveraging SierraGold and Teams CDR, you can ensure that every customer interaction is handled promptly and professionally. Analyzing call data helps identify areas where service may be lacking, allowing you to make improvements that enhance the customer experience. When customers are satisfied, productivity naturally follows suit.

Identify Peak Call Times

Ever wonder when your business receives the most calls? SierraGold and Teams CDR can pinpoint peak call times, enabling you to allocate resources more effectively. By staffing appropriately during busy periods, you can prevent call overload and ensure your team is operating at peak efficiency.

Foster a Culture of Accountability

Transparency is key to fostering a culture of accountability. Using Teams CDR, SierraGold provides a clear record of call activities, making it easier to hold team members accountable for their performance. When employees know that their call handling is monitored, they’re more likely to stay focused and committed to delivering their best work.

Integrate with PBX Systems

Worried about compatibility? Fear not! Teams CDR seamlessly integrates with various PBX systems like Avaya, Cisco and RingCentral, and SierraGold treats it as it would any other CDR. This means you can enjoy the benefits of detailed call reporting without overhauling your existing infrastructure. And, with SierraGold, you can access that information, just as you would from any other PBX.

Get Started with SierraGold

Ready to unlock the full potential of Teams CDR? SierraGold is here to help! Our comprehensive CDR reporting and call analytics tools provide everything you need to monitor, analyze and optimize your communication processes. Don’t let productivity slip through the cracks. Harness the power of Teams CDR using SierraGold, and watch your workplace thrive!

Contact us SAI today for more information.