One of the greatest giving of the digital era is that you can remotely guide and assist your clients. Owing to this, a large number of companies use call centers to manage inquiries, offer technical assistance, and even process orders. When it comes to meeting the demands of the customers. According to a survey, 88% of people prefer to speak live with a person in order to resolve their problems, thereby highlighting the importance and value of personal contact. In order to realize their potential to the optimum, you really ought to realize the importance and the proper management of the marketing tools.
Call tracking services are a boon as they enable the agents to track the incoming calls from the clients, which will help in improving Customer services by better understanding the requirement and preferences of the clients. With the help of technology, businesses can learn about how consumers communicate with them over the phone. It helps them to find the ways and campaigns that generate the most calls and determine the common search terms that lead to such calls.
In this article, I will explain the ways call tracking for call centers work. What are the benefits of call tracking? What are the points to be taken into consideration when choosing a Call tracking software? I will also tell you about the actual best call-tracking solutions.
The information was collected and thoroughly analyzed by the specialist at Call Tracking website.
In This Article
How Does Call Tracking for Call Centers Work?
How Call Tracking for call centers works. The points given below illustrate the step-by-step working of Call tracking.
Campaign Setup: For each campaign or advertising source, a unique tracking number is set by the call center.
Customer Call: A Customer sees an advertisement and calls the tracking number.
Call Routing: The call is routed to the call center’s system, which identifies the source of the call based on the tracking number.
Call Tracking: The call center’s system tracks and records the information about the call. The information like the Call duration, outcome, and notes, if necessary, is entered by the agent.
Data Analysis: The call center analyzes the data collected from the call tracking to measure the effectiveness of different advertising sources and campaigns.
Optimization: Based on the analysis, the call center can make informed decisions to optimize its marketing efforts and improve customer service.
Reporting: Call tracking can also help in providing detailed reports on call volume, call source, call duration, and other important metrics. It allows the call center to monitor its performance and make informed decisions.
What Are the Benefits of Call Tracking for Call Centers?
Call tracking helps in providing thorough and accurate call logs which is important and crucial for maximizing the effectiveness of the call center. Call Tracking for call centers tracks Key Performance Indicators (KPIs) like average handle time and talk time, compares the performance of the agent, develops better strategies for managing customer interaction, and increases organizational efficiency.
If the customer happens to encounter any difficulty, the system helps in identifying and preventing the risk from escalating further. Given below are some of the most significant benefits that you can achieve by call tracking for a call center.
- Improve Marketing Effectiveness:
Once you collaborate with some of the best call-tracking solutions, it will enable the call centers to measure the effectiveness of their advertising sources and helps in making informed decisions to optimize their marketing efforts.
- Enhanced Customer Service:
Call tracking system provides you the valuable insights with regard to customer behavior and preferences. It helps the call centers to improve their customer services and overall operations.
- Increased Call Volume:
By tracking and analyzing the call data. A call center can identify the increase in the volume of calls and improve the conversion rate.
- Improved Reporting:
Call tracking generates detailed reports on the call volume, call source, call duration, and other important metrics, thereby allowing the call centers to monitor their performance and make informed decisions.
- Better Resource Allocation:
Call tracking tools help the call centers to allocate resources in a better way by prioritizing the resource where it is urgently needed. It helps in allocating the resources more efficiently by identifying the busy times.
- Increased Accountability:
With the help of call tracking platforms, Call centers create accountability by providing accurate data on the advertising results, allowing them to evaluate the performance of their marketing investment and make informed decisions.
CallRail:
CallRail is deemed a potent call-tracking company. It helps the call centers to monitor efficiently and asses customer service activities. The CallRail is capable of Tracking, Measuring, and Analyzing phone calls to learn more about the customer experience.
CallRail offers thorough information o each incoming call, including ID details, the duration of the discussion, the Caller’s location, and much more. Businesses may use this information to determine which marketing initiatives are generating high-quality leads and thereby allocate the resources accordingly and appropriately. Besides, the users can also search for certain keywords inside conversation transcriptions.
It offers the extensive analytics capabilities of the system without having to listen to the full recording by giving critical client feedback that could otherwise go unreported across other communication channels like email or Text messages. callRail gives due priority to the concern of the customers.
Besides, CallRail has the ability to automate the workflow so that the team can react more quickly when a crucial lead comes in. With automated routing rules, incoming calls may be promptly sent to the appropriate team member without wasting much time by looking up contact information. In case the agents are not available at a given time, it guarantees faster response times.
The automated message delivery system allows users to create customized pre-recorded greetings, messages, etc. This is one of the key features that is constantly overlooked since this feature makes it easy for the customers to get what they need more efficiently rather than waiting for long hours to listen to irrelevant pitches before getting the right person who could help them out and ultimately save the precious time of both parties.
Phonexa:
Phonexa is an extensive platform for call tracking that provides many call-tracking tools to assist call centers in optimizing their operations. Some of the phoenexa’s best call-tracking features are
Multi-Channel Tracking: Phonexa records your calls, chats, and form submissions, giving agents a full picture of customer experience.
Advanced Call Routing: Phonexa provides sophisticated call routing algorithms that may be tailored to a call center’s individual requirements.
Real-Time Analytics: This feature allows call centers to analyze call volume, call length, and other types of data in real time.
Call Recording: Phonexa has the ability to record calls, allowing the call centers to listen to calls, educate employees, determine their strong points and downsides, besides pinpoint the areas that need improvement.
Integration: Phonexa has the ability to exchange data and work successfully with a wide range of CRMs, Marketing Platforms, and Business tools.
Customization IVR: This feature allows for a smooth customer experience. Phonexa’s Interactive Voice Response (IVR) system may be tailored to fit the unique requirements of call centers.
CallTrackingMetrics:
CallTrackingMetrics has a powerful suite of features and integrations that enables call centers to improve their marketing and customer service operations, drive more sales, and increase customer satisfaction.
Data shows that the companies that use CallTrackingMetrics have witnessed a considerable increase in incoming phone calls. The increase has jumped by 20% more than what it was earlier. Besides, the increase in conversation rate has gone up by 15%, and the reduction in customer service times has gone down by 10%. Any business that is willing to enhance its operation should consider Call tracking metrics.
Google Analytics, AdWords, and Salesforce are some of the renowned business platforms that Call tracking metrics interface with, thereby making it easy for teams to share information and work efficiently together. Besides, the platform also offers local and toll-free phone lines, which enable the companies to monitor calls coming from anywhere in the world.
HubSpot:
HubSpot offers a powerful call-tracking system. It is a platform that comprises comprehensive inbound marketing, sales, and customer services. All such businesses that use this platform noticed an increase in inbound calls by 35%, a 25% improvement in the conversion rate, and a 20% reduction in customer service response time. These changes and improvements have a significant impact on the business’s bottom line. All these features thereby make HubSpot an essential tool for call centers looking to improve their operations.
With an intuitive dashboard interface, HubSpot’s call-tracking system offers comprehensive insight into customer calls, including call duration, caller ID details, conversion rate, demographics, and geographic locations of incoming calls.
The system provides two options for phone numbers, Vanity numbers, and Local phone numbers. Both allow you to track incoming traffic from outside sources so that you know exactly where your leads are coming from before any conversation takes place. This makes it easier for the agents to increase the ROI of advertising efforts by targeting a specific audience based on location or demographic characteristics.
Invoca:
Since its inception in 2012, Invoca has managed to earn the trust of more than 3,000 companies globally and has grown to become one of the best call-tracking systems available right now. Invoca holds the record for having monitored more than 9 billion calls from 250 million distinct phone numbers in 150 countries in the year 2019 alone.
Invoca is a highly sophisticated call tracking system that has assisted businesses and call centers in raising consumer engagement rates by as much as 40% with an average ROI of 8 times for each marketing campaign invested using Invoca’s technological stack.
Invoca helps you to transmit data smoothly between platforms because of the System’s ease of integration with other market services. Invoca integrates with several platforms like Salesforce, Marketo, Adobe Analytics, Google Adwords, and Bing Ads. Additionally, it offers integration with over 500+ business intelligence solutions, such as Tableau and Domo.
Ringba:
Ringba is a platform that offers one of the best call trackings for call centers. What sets it apart from the competition are its cutting-edge features and first-rate customer services.
The techniques used by Ringba’s dynamic number insertion are the first characteristics that make it exceptional. Based on user behavior and data factors like area, campaign source, device, etc. This technology enables businesses to dynamically inject phone numbers into their website or advertisements, enabling them to measure the effectiveness of each ad in real-time.
Ringba integrates with a variety of popular business platforms and software, including:
- Google Analytics
- AdWords
- Salesforce
- Marketo
- Eloqua
- Pardot
- Optimizely
- Tealium
- Segment
- Adobe Analytics.
The call routing features of the Ringba are excellent. You can set rules about how incoming calls should be routed based on criteria like departmental preference or caller’s location, ensuring that the customer quickly connects with the appropriate person while also increasing operational efficiency.
At times, when something goes wrong, regardless of the hours, which business or non-business hours. Ringba’d great customer support team is always available through email, Chat, or Phone. Thus ensure that business continues to operate normally day and night.
How to Choose the Best Call Tracking for Call Centers?
Over the years, call-tracking services have evolved into a crucial tool for tracking the effectiveness of both marketing initiatives and customer support systems. Choosing the best call-tracking tools might not be that easy since there are so many tools available in the market. So while opting for a call tracking tool, the following are some of the points that need to be kept in mind.
Integration: Opt for a call tracking platform that has the ability to integrate with the existing software, such as your CRM or Market Automation Platform. It will help you to cooperate and exchange data more efficiently.
Real-Time Analytics: while selecting a call tracking software, check if it has the ability to provide real-time insights into your business operations. This will enable you to monitor the effectiveness of your marketing initiatives and customer support activities in real time.
Call Distribution: It is advisable to select a call tracking platform that supports extensive call distribution and routing features. It will help in directing the calls to the appropriate agent, thereby saving time and improving efficiency.
Customizable Reporting: This feature will help you to track the metrics that matter the most to your business.
Price: To be sure you’re receiving the most value for your money, compare the costs of some of the best call-tracking services. Consider elements like the cost per call and the expense of integrating with current software.
User Experience: Opt for Call-tracking software with an intuitive user interface. As it will be easy to use. Besides, it will be easy to set up and use the platform.
Wrapping Up:
So it has come to the fore that there are many call tracking software available. The range and functions, features, and interface of the software vary. So it is up to you to decide the one that you deem is fit to meet your requirements and is well suited for your business.Â
In this article, I have explained the different factors that ought to be taken into consideration will selecting a call tracking software for your call center. All these features play a vital role since the overall improvement in the business with be the attribution of all these features.
