Phone Call Tracking Software: Capture Value and Optimize Performance

Posted on Thu, Aug 15, 2013 @ 01:15 PM by Carlos Lahrssen

call center attendantsIn the age of the internet, there is so much information readily available at our fingertips. Tools like Google Analytics and HubSpot provide businesses with insight into web visitors and conversions, and show patterns that help us make smart business decisions. These tools have changed how we market and how we do business—all tied to improving the customer experience.

Just as these online analytics integrations have changed the definition of what it takes to maintain your company website for success, doors have been opened to explore other avenues of traditional customer acquisition—and how these can be developed to meet new needs and include customer data.

Touch points, like a simple phone call, have evolved to become an important part of the sales process. In this post, we explore business phone calls and how software integrations connected to the call are able to provide stronger insights into each unique customer persona. 

Emotional Response: Why Your Customers Pick Up the Phone

Technology has moved communications heavily toward text—short and concise communications sent in a breeze. When your current or future customers actually pick up the phone and call, you can place your bets that it’s for something pretty important. This usually comes in the form of high praise or a complaint—a strong emotion for or against your company brand.

So strong, that the customer expects a quick turn on results. According to a 2011 report from Right Now, “50% of consumers give a brand only one week to respond to a question before they stop doing business with them.”

Therefore, it’s more vital than ever before to not only note the number, and maybe a name, but to note everything you can find out from the communication to continue to meet and exceed customer expectations. Contact-centric CRMs, which incorporate online and offline data, fuel a more comprehensive and successful customer experience.

Have the Tools to React: Insights Through Integration

Call tracking software helps you bridge this gap, and provide you with the basic information you need to know about a call. Through use of this technology, you can gain the following insights:

  • A listing of the actual number and/or contact name.
  • Geographic location of the number.
  • Phone call distribution.
  • Associated marketing efforts or campaign that elicited the call.

When taken to the next level and integrated with call recording capabilities, details of the conversation can then be added and saved for context at a later date.

But quite possibly the biggest way to strengthen your call tracking information in today’s market is to collect and pair it with existing customer data.

Create notes and points from your call to transfer into your CRM profile on the customer for reference. Use these as quick talking points for your sales team, or as a record reminder should the customer call back.

Today’s customer lives in a multi-channel world, so supplement traditional call tracking software with the contact center to provide that seamless experience.

Experience the Benefits: Phone Call Tracking with Nexogy

With feature-rich, integration capable phone call tracking solutions, like those developed at Nexogy, take traditional outreach to twenty-first century heights.

Capture key customer information to:

  • Maintain record of important points.
  • Help your sales teams appropriately position.
  • Better manage team processes.
  • Improve the customer experience.

Whether the call is outbound or inbound, new customer or returning, capture the call and the insight that can make your business better.

What does your business look for in a phone call tracking software solution? Let us know in the comment section below.

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About the Author

Carlos Lahrssen
Carlos Lahrssen
Carlos Lahrssen is president and CEO of nexogy, as well as founder, president and CEO of LD Telecommunications, Inc., nexogy’s parent company. Lahrssen is an industry fan, follower and advocate — more