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Call tracking software is being used in most call centers, though there are some center managers who ignore this crucial software utility.
One major reason why call tracking technology ought to be the focus of a call center is that your center is not built on a deserted island. Whatever a call center does is ultimately meant to support the processes of a bigger business. You do not operate completely independently. There is a lot of info that you can garner from a call tracking utility. And each bit of it is valuable.
There are three advantages of call tracking that can easily be observed and measured:
- Increased conversion rates
- Optimized ad spend
- Routing leads to the correct salesperson
Of course there are many more benefits than these three, but these are the most obvious ones. And since all these reasons are directly related to call center processes, any call center demands for a good call tracking software utility.
Apart from handling customer issues, cross-selling, up-selling products and services, or resolving customer disputes, a call center that is armed with call tracking software can gather a lot of information about the customer.
Integrated Customer Data
You don’t need just call center tracking, but you also need to merge it with marketing automated solutions, customer correlation management platforms, or any other technology that you use in your call center. This permits you to track each and every interaction that you have with your customers. Thus you capture crucial information, and use it to improve the customer experience.
Accountable, Measurable Ad Campaigns
Think about the latest marketing campaign you launched. It required a lot of research. It is very important that the campaign reaches the target audience and triggers them to take action. When you have a call tracking system, a lot of research material is being collected as you interact with actual customers. To understand if the next product or service will have a buying audience or not, just go through your database and you’ll have the answer.
And you do know that there is a lot of growth potential from your existing customer base. The trick is to utilize it. How do you identify potential and make use of it? It can be done using call tracking software.
I went through a few call centers and had a chance to take a brief look at the call tracking software at Global Response. Just by going through the information collected by the tracking utility, they saved a lot of time and money on a new market research project. And since this ‘research’ was conducted on actual and present customers, they knew it is the right target audience.
Call Tracking is Mainstream
Consider these stats:
- TechCrunch says that the number of searches leading to phone call for businesses using call tracking utility has increased by 35% in the present year.
- AdInsight says that 43% of search related discussions happen on phone.
- According to The Kelsey Group, 97% customers depend on online media for local searches.
The Bottom Line
You have a website, and it has all the information that customers need to purchase your services and products. If you do not use call tracking software to measure the outcomes from your online platforms, you are missing out on chances to maximize the efficiency and effectiveness of your marketing and advertising campaigns.
Stacy Craig works with Global Response and is among the top writers at Odesk.com. She has conducted a research on call centers and their techniques. She is a serial blogger and a writing enthusiast. She is available at http://stacycraig.weebly.com/
