What Data Can You Track with a Call Analytics Software?
Posted: Tue Jan 21, 2025 6:44 am
Depending on the type of call analytics software you have, you can expect to track any of the following data; For example, understanding how your customers found your business can show you which marketing campaign is most effective. In the long run, you can get more ROI by optimizing your marketing spend based on this information.
So, call tracking and analytics go beyond chief vp sales marketing officers email list improving your customer service and sales team. It isn't even about the call itself. It's using the data from the calls to understand your customers better, improve your marketing effectiveness, and drive more sales and revenue to your business.
Call Source: This shows the exact marketing channel the call originated from
Caller Details: Provides basic information like caller ID, location, and even name.
Call Volume and Duration: The number of calls received and how long they last.
Keywords and Sentiment: Specific keywords and the overall sentiment grouped as positive, negative, and neutral.
Hold Time and Abandon Rates: How long callers wait on hold and how often they abandon calls before connecting.
Agent Performance: The performance of the salesperson/support staff is based on metrics such as call handling time and customer satisfaction.
Interactive Voice Response (IVR) Tracking: How callers navigate phone menus to understand their intent. Helps to improve the IVR system for better self-service.
Call Routing: How calls are routed and identify areas for improvement, to ensure callers reach the right department or salesperson.
Wrapping Up
Call tracking and analytics are a great investment in your business. We recommend integrating your call-tracking software with your CRM to capture additional data points and improve customer engagement to record more results.
So, call tracking and analytics go beyond chief vp sales marketing officers email list improving your customer service and sales team. It isn't even about the call itself. It's using the data from the calls to understand your customers better, improve your marketing effectiveness, and drive more sales and revenue to your business.
Call Source: This shows the exact marketing channel the call originated from
Caller Details: Provides basic information like caller ID, location, and even name.
Call Volume and Duration: The number of calls received and how long they last.
Keywords and Sentiment: Specific keywords and the overall sentiment grouped as positive, negative, and neutral.
Hold Time and Abandon Rates: How long callers wait on hold and how often they abandon calls before connecting.
Agent Performance: The performance of the salesperson/support staff is based on metrics such as call handling time and customer satisfaction.
Interactive Voice Response (IVR) Tracking: How callers navigate phone menus to understand their intent. Helps to improve the IVR system for better self-service.
Call Routing: How calls are routed and identify areas for improvement, to ensure callers reach the right department or salesperson.
Wrapping Up
Call tracking and analytics are a great investment in your business. We recommend integrating your call-tracking software with your CRM to capture additional data points and improve customer engagement to record more results.