For a retail network of this scale, every store is its own small contact centre. Appointment bookings, prescription enquiries, order pickups, and walk-in availability all come through on the phone. With hundreds of locations across Australia and New Zealand, head office had no visibility into how those calls were being handled – and store managers had no data of their own to manage against.

The Problem

Two things were missing across the entire network.

The head office had no way to see how calls were being handled at the store level. And store managers had nothing to measure themselves against – no weekly numbers, no benchmarks, no way to know whether their store was performing well or falling behind.

Without the right reporting in place, underperformance was invisible and best practice had no way to spread.

What Changed

Weekly call summaries delivered directly to every store manager meant each manager could see exactly how many calls their store took, when they came in, and how well they were handled – automatically, by email, without logging in to anything.

Custom reports above store level rolled the same data up the management chain. Regional, state, and national managers each received views built around the metrics that mattered most at their level, with like-for-like comparisons between stores, regions, and states.

Scheduled reports meant no one had to chase numbers. The right data went to the right people at the right time, in PDF, CSV, or XLSX format.

Security roles ensured each user only saw data for their own site or department. Store managers saw their store. Regional managers saw their region. National management saw the full network.

The Outcome

Underperformance is now caught early. Best practice is easy to spot and share across the network. Every conversation about call handling is backed by real data instead of anecdote – from individual store level all the way up to national management.

About Callation

Callation is a cloud-based platform for call reporting, accounting, and analytics. It works across a wide range of phone system vendors and platforms. Reports are built for accuracy and simplicity, the platform is cloud hosted with no servers to manage, and data is retained for five years as standard with options to extend.