Microsoft Teams Voice Reporting & Statistics: From Missed Opportunities to 17% Improvement in Answered Calls
Industry: Travel Arrangements
Service: Teams PowerPack – Call Analytics for Microsoft Teams.
Objective
Vagabond Tours Ireland benefited from Teams PowerPack – Call Analytics to reduce missed calls and improve accountability.
We don't want to miss more than 10% of our calls, but before call reportingMark Newton, Head of Technology at Vagabond Tours Ireland
we were only answering about 80%.
Operating on Irish business hours also meant calls from the U.S. West Coast were often missed overnight, leaving high‑value leads unanswered. Without accurate reporting, the team couldn’t quantify the financial impact or justify extending service hours. In a competitive market, failing to respond quickly risked losing customers to other providers.
Background:
Vagabond Tours Ireland is an Irish travel company that offers small‑group guided tours across Ireland, with 95% of its customer base in North America.
The company offers the authenticity of a local operator combined with high professionalism required by international travelers looking for premium experiences.
Vagabond Tours Ireland uses Microsoft Calling Plans for their voice services. While it works well for handling calls, Microsoft’s built-in reports lacked the level of detail the team needed, particularly for tracking missed calls and gaining visibility into each user’s performance. By adding Teams PowerPack – Call Analytics, they gained control over their call data and improved reporting without changing their existing setup.
Solution:
Vagabond Tours Ireland began looking for a better way to track calls and voicemail outside of business hours, as well as gain detailed call analytics to support their sales team. They joined a 30-day free trial of Teams PowerPack – Call Analytics to evaluate if it was the right fit.
The app provided an easy-to-use dashboard that made adoption effortless for the team, along with clear visibility into inbound, outbound, and missed calls by queue. This helped them better measure the performance of their sales and reservations teams.
Key features such as a call volume per queue and auto-attendant reports, scheduled reports, and extended data retention of up to 90 days were crucial in confirming that Teams PowerPack was the right analytics and reporting solution for their needs.
Results:
With Teams PowerPack – Call Analytics, Vagabond Tours Ireland transformed the way they manage customer calls. Management uses the app to measure the financial impact of missed calls and make quick staffing decisions, ensuring timely follow-up and stronger accountability.
Answered calls went from 80% to 97%, which is huge for us. It means fewer missed opportunities and more chances to convert high-value leads.Mark Newton, Head of Technology at Vagabond Tours Ireland
The sales and reservations team now has clear visibility into inbound, outbound, and missed calls for detailed reporting and better tracking.
Extended data retention up to 90 days and scheduled reports gave the team deeper insights, while the intuitive dashboard made adoption easy.
The team at Vagabond also takes advantage of the Microsoft 365 ecosystem that shares Teams PowerPack – Call Analytics and uses Copilot AI for data analysis, uncovering business insights and meaningful call trends. For example, they were able to identify that extending their hours from 5:30 to 8:00 PM Irish time and targeting customers in the U.S. Pacific Time zone could generate additional revenue.
The ability to export data into Excel and feed it into Copilot has been a game changer. It allows us to quantify the value of missed calls and make quick staffing decisions.Mark Newton, Head of Technology at Vagabond Tours Ireland
Extending hours from 5:30 to 8:00 PM Irish time targets the U.S. Pacific Time zone, capturing high-value leads previously missed overnight.
Overall, Teams PowerPack empowered Vagabond Tours responsiveness, contributed to conversion rates, and leveraged its competitive position in the market, with Call Analytics, reporting, and statistics.
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