Call Centre Reporting - is it possible?

[Peter__Jones]

Hello HubSpot Hive Mind,

I am looking for a way to connect a customer service team via a phone system, to HubSpot. They use RingCentral currently, independently of HubSpot, and while there is an integration available, reviews are worrying and we will try it out and make a decision based on it's performance and acceptance from the team.

Aside from the basics like auto-pop on the contact record, auto-logging of the call activity, activity reporting, there are some of the more traditional reports I cannot see available. These would be required at a service level, phone-line level, team and user level. I.e Customer Service answer / abandon rates and wait times, then for certain lines, then for teams, and then by user. These metrics don't seem to be available and it'd be ideal to consolidate the systems so all reports can be available in HubSpot.

If this integration with RingCental is not satisfactory, we have 3 considerations:

1. Disconnect and use the systems separately:  This is the leave favoured as we want the team to be connected to HubSpot while managing inboxes, socials and phone lines.
2. Use another telephony platform with better integration: I am looking at Aircall as a potential and in the process of looking at others.
3. HubSpot calling with HubSpot numbers: This would be great to keep everything contained in HubSpot to gain the advantages of the natural development of the tools over time form the HubSpot team.

Does anyone have any experience in this realm, I know it's more in the land of call centres and customer service, though with the HelpDesk and ServiceHub receiving a lot of love this last quarter I expect this to be a strong driver for companies to consider HubSpot, over the typical drivers like sales and marketing.

Any thoughts, comments, feedback appreciated.

Cheers all,

Peter

[danmoyle · Accepted solution]

Hey there @Peter__Jones. Great questions. I don't a 1-for-1 answer for each question, but when I looked into some of the reporting in HubSpot, I don't see the questions you're asking being answered in basic reports and properties. So I think it would require some custom work. 

I do have this document our team put together comparing the phone systems. It may have some helpful insight in it if you'd like to look it over.  

I agree that with the love Service Hub (and Help Desk) are getting, you'll likely see some of what you're asking for relatively soon. 

[BérangèreL]

Hi @Peter__Jones,

Thank you for asking the Community!

Sorry for the delay in the response.

First, I'd like to share these resources that might be of interest:

- Create service reports with service report collections
- 4 Ways to Report on Customer Service Teams

I would be happy to also put you in touch with some of our Top Experts and some of our Community Members:
Hi @SViktor, @elizheleva, @WHawkins3, @karstenkoehler, @danmoyle and @Jnix284 do you have suggestions to help @Peter__Jones, please?

Also, if anybody else has anything to add and/or share, please feel free to join in the conversation 🙂

Thank you very much and have a lovely day!

Best,
Bérangère