Call tracking is an increasingly popular practice for businesses that want a deeper understanding of how their personnel allocate their time and whether they’re getting the most out of it. It’s the same principle as applied in investing in analytics for your website and your marketing campaigns. You want to see how your resources are performing. Measurement leads to information leads to improvements.
Call tracking software has obvious utility for organizations like call centers, but also for any business with a sales or customer response team, or one whose employees are interacting with key stakeholders on the phone daily. In fact, 65% of Fortune 500 companies believe phone calls deliver the highest quality leads.
As a company, you could pay to have call tracking software specially installed. Depending on what kind of phone system you’re using, the cost could be moderate to prohibitively expensive. If it’s a legacy landline system, it might even be impossible for your phone provider to facilitate this for you.
Alternatively, if you have chosen VoIP phone systems, you already have access to that feature and can begin generating reports without any extra hassle. Class5 Technologies’ Wildix VoIP platform offers powerful call reporting, giving you transformative insights into your business processes.
Here are all the ways your organization could benefit from call tracking software.
Track and Improve Marketing ROI
Call reporting is one of the best ways to identify how your marketing channels are performing. By allocating different phone numbers to each marketing channel, you know exactly where each lead has come from. We can also add unique tags for different call routes that make pulling call reports even easier. Moreover, it provides information your channel analytics may not.
Sales team call logging gives you a good idea of the quality of leads each channel generates, through their conversion rates. This way, if you want to scale up or modify your marketing budget, you know exactly where to invest.
It also helps you recover lost leads. When a customer call doesn’t go through or cuts off, you have their number as well as a sense of what time of day they’re more likely to be receptive to a return call.
Optimize Business Processes
Call tracking software gives you detailed metrics on each call made or received by your sales teams and other staff. For example, with Wildix call reporting you can see the number, type, duration, and cost of each call. With this, you can determine what your peak call hours are, time and money expended on fielding those calls, and the impact of factors like region, seasonality, and customer intent.
Improve Real-time Call Handling, Reliability & Efficiency
Call tracking software is useful not just in retrospect, but in the middle of a call event as well. It significantly improves your ability to accurately forward your calls to the right staff member, so that your caller doesn’t get frustrated by long wait times. The Wildix system is built to be intuitive and highly user-friendly. It lets you dynamically redirect calls, based on pre-programmed logic, to find a free responder, regardless of the call volume. Top-shelf features like automated attendance, off-hook paging, call presence, and centralized contact directories let you transform the on-call experience for both your customers and your employees.
Wildix also offers you a Wall Board feature that allows you to see real time call traffic. This is a great feature to have in the middle of periods of extraordinarily high call volumes (say during a flash sale or festive holiday). Instead of hiring extra personnel just for a day or two, you can manually intervene to optimize your existing resources, reallocating them on the fly based on call data.
Institute Performance Training
A popular reason most organizations get call tracking software is to be able to benchmark productivity and make the necessary changes to standardize and boost outcomes.
Wildix lets you generate highly customized reports, which allow you to isolate productivity by department, by function, by region, by team, and by employee. Get a fix on which activities or customers are taking up most of your employees’ call time and allocate personnel accordingly. Identify your top and worst performers. Benchmark those numbers against industry and internal standards and institute necessary training to upskill your employees. Call logging for sales and customer teams can create a massive improvement in their productivity.
Glean Customer Service Insights
Through granular call metrics and in-person monitoring, you can get a very good sense of what your customers are all about. By fusing marketing and call data, you can align customer demographics and intent against their on-call conduct, giving you deep behavioral insights that you can use for feedback not just for your sales teams, but for product development and marketing functions as well.
Call tracking software ensures that your business processes and decisions are all data-driven. It has the potential to impact everything from sales activity to HR and organizational strategy. For more on how Wildix call reporting can fundamentally shift organizational productivity for you, reach out to our industry experts today. They stand ready to answer your queries.