If you are owning a business or working at some company which receives the inbound phone calls from leads or customers, then you absolutely need call tracking software. But still, there are many companies which either not using the tracking platform or not using it efficiently.
So, we are going to talk about the Inbound Call Tracking Software benefits and the factors you will get from it. Let’s start and see the benefits of tracking software.
#1 Get the details about the calls
With the call tracking software, you will be able to get all the details about the incoming calls. Here you can get all the insights about the calls. Here are some of the factors you can get from the tracking software-
- The geography of the call. Like from where the company is getting maximum calls
- Duration of the calls
- Get the note of important points discussed during the calls
- Other factors like- the area of the call, duration, location, cause and more
#2 Estimate the ROI of the marketing effort
Every company no matter big or small spend a lot on the marketing effort. But simply spending on the marketing effort without valuation won’t help much.
You need to estimate the effort spend and the ROI received from those marketing spending. You can easily do this from the tracking software. Please note that we are talking about the pay per call campaigns and the marketing efforts made for the pay per call advertising.
Using this ROI estimation, you can take a decision like which particular campaign needs to be ramped down and which one needs to be scaled.
#3 Record the incoming calls
You can record the incoming calls and then with the help of Hadoop cluster you can process those heavy files to get the insight about those calls. Even nowadays, a company which provides tracking software also provide the reporting and insights but those will be on the limited data. If you are looking to deal with all the recorded calls which will be like unstructured data can be processed with the help of big data tools.
You can further analyze those calls and find the best insights which can help you grow your business and make a stable system for your business.
#4 Automate the process and reduce manual intervention
With the combination of IVR and the call tracking software, you can automate your call handling process. For example, let’s say your company has sales, marketing, customer support, and technical support. Then if your company is receiving calls for each department, instead of handling those and routing those calls manually, you can make use of IVR. The tool itself will route the call according to the option selected by the user while calling.
This will not only save the manual effort but also save the time needed to resolve the query and in turn reduces the SLA needed to resolve the issues. This will also save the manpower and so, this way is more economical as well.