As a marketer, using call tracking software is essential for your business. It has features and important tools that will make your marketing and lead generation tasks much easier.
However, with the many call tracking tools on the market, how do you know which one would be right for you?
Read on for important tools that your call tracking solution should have.
1. Dynamic Number Insertion
Dynamic number insertion is a powerful call tracking tool that is necessary for all types of businesses. This tool allows you to track the source of your customers’ phone calls by assigning a different number to each of your online and offline marketing campaigns. Customers that see your campaigns will be presented with a unique phone number that they can call. The numbers are dynamically inserted to different campaigns, which makes it easy to identify the specific marketing medium where calls originated from.
From the information you gather, you can put more resources and attention to the marketing campaigns that result in the highest number of sales calls and reduce resources or pause campaigns that are a drain on your budget.
2. Google Analytics Integration
When a call tracking solution is integrated with Google Analytics, you can easily compare your phone call and website leads data. You’ll also get insights on the campaigns that are working and those with the highest ROI.
3. Call Recording
Call recording is an important call tracking feature that enables businesses to know whether phone calls made from various marketing campaigns lead to sales.
For instance, a recording of calls originating from a PPC campaign may reveal that most prospects ask about your business location. You can include the location of your premises on the PPC campaign to encourage calls from more high-quality leads that are likely to buy from you.
4. Insightful Caller Profile Reporting
Call tracking reports provide vital caller data that can help you improve the performance of your marketing campaigns. Phone calls that aren’t tracked will not provide any customer data. On the other hand, tracked calls provide data such as:
The caller’s location
Caller’s phone number
Duration of the call
A recording of the call
Time of the call
Keywords or campaigns that led to the call
You can use this data to optimize your marketing campaigns for higher ROI.
5. Intelligent Call Routing
The best call tracking software has call routing capability, so you can assign the best available agent to callers based on region, schedule, or other metrics. This minimizes the number of missed calls and any resulting sales losses. Call routing also reduces customer care costs as every available agent is well-utilized.
Intelligent call routing improves conversion rates as agents will talk to callers from the point of knowledge as they only receive calls from a particular region or campaign. Moreover, when prospects speak to live agents, they have a better experience.
6. Interactive Voice Response
The interactive voice response (IVR) tool improves customer service by enabling you to provide a quick response to your caller before the call is routed to an available agent. Through the feature, callers can navigate your contact center using their phone keypad, letting them find fast answers to their questions.
7. CRM Integration Tool
Call tracking software can integrate with various CRM programs. This integration makes it easy to follow your new leads through their purchase journey and identify where they came from. When you understand the callers’ journey, you can improve your marketing campaigns, especially those that convert customers.
8. Automatic Call Distributor (ACD)
Call tracking software should include an automatic call distributor system that helps you improve call flow. It automatically redirects incoming calls to the right department or salesperson based on IVR results or caller demographics. You can distribute calls based on agent availability or skills.
9. Filtration System
An advanced filtration system gives you the power to decide how incoming calls should be managed. It helps you route inbound calls based on your custom filtration settings. You can set restrictions or choose to create and edit filters as per your own criteria.
10. Predictive Modeling
Predictive modeling provides a thorough visual analysis of your call leads, giving you the ability to analyze deeper insights. With predictive insights, comparison data, and detailed analytics, you can make better campaign optimizations and forecasts.
When you have the right call tracking tools that provide caller data, you can optimize your campaigns in order to increase ROI.