Many companies rely on phone calls, which form an integral part of their everyday processes while communicating with customers and prospects. Analyzing the data from these phone calls is no easy task. Businesses that use call tracking and recording software collect tons of data daily. Call data generally has no structural integrity, and putting this data for better decisions is nearly impossible. To ease the process of call analysis, businesses can make use of call tracking software. A little work put into this can provide businesses with a permanent solution for call optimization.
Call analytics takes data such as phrases and keywords from telephonic conversations to interpret them. Along with timing and delivery, call analytics also considers call context. Businesses generally do not know the value that their calls hold until they have a call analytics software in place. A complete call analysis provides the following information.
In today's competitive environment, businesses need to listen to their customers carefully. Call data holds invaluable secrets that generate better sales and healthier process outcomes. The transformation of raw data into actionable insights is termed as call analytics. It gives businesses the tools they need to transform basic telephonic information into actual results.
With call analysis, brands know where they need to focus their marketing efforts and where they gain the most traffic, calls, and investments. Call analytics provides brands with information that is even more critical than call tracking. Despite being essential for a brand to know the source of a generated call, it is even more critical to understand the conversation that takes place during the call. Brands need to know whether their sales teams are using effective sales techniques during these calls to close deals. Call tracking providing essential information to brands. However, it is a thing of the past. New-age marketers make use of advanced call analytics processes to increase sales and convert prospects into customers.
By now, you’re probably just beginning to understand the value of call analytics. However, if you are still wondering how it will benefit your company, here are the advantages that call analytics could offer.
Call analytics allow business owners to pinpoint the exact time of the day when they receive the most calls, or which season they have the most demand. This provides owners with insights to see when their employees are busy and accordingly allocate resources.
Despite having a detailed calling strategy in place, many businesses make mistakes and need to rework on their plan. Problems arise with business is experiencing a loss of quality, drops in bandwidth, or other such issues. Real-time data allows businesses to view call traffic and agent activity while also enabling businesses to instantly to problems. With the help of call analytics, brands can retrieve missed calls and reduce revenue loss. Other than merely showing areas of improvement, some platforms also provide brands with the power to pivot and adapt to the situation.
Call analytics platforms can provide businesses with detailed information at multiple levels, increasing overall brand performance. These platforms tell you which strategies and campaigns are working and provide Useful information to share with stakeholders.
As call analytics platforms allow brands to find out areas of improvement in their current customer service strategy, the recognize friction points in the customer journey, making it difficult for the audience to interact with the brand. This enables brands to make changes in the process and enhance the customer experience.
Call tracking has been around for a long time now, and despite there being several call tracking vendors, very few offer advanced call analytics. With call tracking, marketers can trace the source of the phone call and show them whether they are getting more calls from their website, PPC campaigns, email campaigns, or other sources. It also helps brands discover which organic search terms bring in traffic. Call analytics is different as it makes use of artificial intelligence. Call analytics tracks what happens during the phone call and is based on the Phrases and keywords spoken at this time. Instead of providing source data of a call, it provides an in-depth understanding of what happens during a call. Call analytics provides behavioral data and demographic information and allows brands to download, analyze, score, tag, and comment for each received call. Businesses can now find and refer back to any call with social media-inspired commenting and tagging abilities. This is especially useful when business owners want to demonstrate an example of a good sale closed by an employee. Call analytics allows the development of customized scorecards to rank different calls and separate the good calls from the bad ones.
Call analytics platforms are utilized by many businesses today, and that is the difference between competitors in a market, with one performing miles better than the others. The data from calls helps identify which platforms, publishers, and keyword channels generate a higher number of customer calls and can also help marketers develop more informed strategies. The goal is to optimize the keywords that trigger the most productive calls and the marketing strategy for each of these keywords.
Hamzah specializes in tech-based marketing and writes about marketing hacks targeted at marketers looking to enhance their businesses. He has an academic background in International Business, from which he draws his ambition as a market analyst. Hamzah is also an avid football fan, and that’s what you’d find him engrossed in, in his free time.