Maximizing Remote Team Productivity: How Call Tracking Tools Can Help
Learn how to streamline your online team productivity with call tracking software. Discover call tracking metrics and how they can benefit your company.
Do you streamline your business processes to a high-end level when doing your business online? Many companies focusing on streamlining sales and marketing workflows end up neglecting the importance of teamwork and productivity.
The right web tools and appropriate martech stack have all it takes to boost your team's productivity and efficiency. One such tool is call tracking. While calls seem to refer to brick-and-mortar business, you might be surprised how most consumers prefer to call rather than message brands. Your sales and marketing departments can keep tabs on your calls online.
Read further to discover what call tracking is and how it can help skyrocket your remote team’s efficiency.
What Is Call Tracking?
Call tracking monitors inbound and outbound calls with your customers within a company. It’s an accountability tool for lead management, which captures the essential call data.
For more information about call tracking, watch this video:
How Does Phone Call Tracking Work?
Sales call tracking works according to the same principle with inbound or outbound leads. Call tracking implies the usage of static or dynamic numbers.
You can monitor each number in a call-tracking app or with the help of call-tracking software. All call tracking numbers appear in the call log. Ultimately, it allows your team to access the call volume, duration, caller's location, lead source, ad campaign, sales agent info, and other data.
See an example of a call log below.
Why Do You Need Call Tracking?
The call tracking software market increases every year and for a good reason - insightful business and workforce analytics.
According to Forrester, 82% of marketing teams agree that inbound and outbound call tracking gives valuable insights into call experience. It also points out dead spots in their organizations' business processes.
Let’s take a closer look at the key reasons why your organization needs call tracking:
Sales team performance: Call tracking shows how well your sales agents perform during the call.
Customer journey insights: You can see how leads become your customers.
Business processes optimization: You can improve your sales, marketing, and other aspects of your business with call tracking.
Conversion measurement: With call monitoring, you analyze what calls convert, why they convert, what calls don’t, and why.
Read more on call tracking analytics and metrics in the next part.
Call Tracking Analytics
Call tracking is not only about legally implementing inbound or outbound call recordings. By using call tracking tools, you receive an invaluable source of information to analyze the efficiency of your marketing strategy.
Data-driven, AI-enhanced tools can quickly work with enormous amounts of data. They can give you insights to make educated decisions. These tools tell you if your team works harmoniously and if marketing campaigns are efficient. On top of that, the call tracking analytics feature informs brands on top-performing and underperforming ad campaigns, giving them an opportunity to monitor any changes in real-time.
In the next section, we explore the key performance indicators of call tracking.
Call Tracking Metrics
There are three groups of call-tracking metrics:
Sales funnel metrics: These indexes comprise the number of calls, leads, and deals. Its main goal is to identify bottlenecks in sales processes and optimize them.
Sales team productivity metrics: The performance measurement includes conversion rates, calls per hour, and revenue per salesperson. KPIs help you to incentivize your most productive sales reps. Other team members will likely also improve their work. You can also enhance your sales processes by analyzing your teams' metrics.
Customer satisfaction metrics: Customer Effort Score (CES), Customer Satisfaction Score (CSAT), and Net Promoter Score (NPS) are the top customer-oriented metrics. They measure your sales team's performance to satisfy customers’ needs. The rise of these ratios brings more sales and increases customer retention and loyalty.
If the number of calls rises over time, this increase may mean your ad copy works well. However, it would be best to have an in-depth analysis to discern spammy calls, client requests, and other calls that don't lead to a purchase.
The longer the call, the higher the purchase probability. But sometimes, customers may ask to resolve their issues or ask other questions about the product or service. That is why you need a more detailed analysis of each call.
Call Answering Speed
The quick reaction of your sales agent eliminates valuable waiting time for your customer. The speed and quality of the service during the call increase customer satisfaction and loyalty.
First Call Resolution
First call resolution (FCR) is when your sales rep resolves client issues from the first call without follow-up later. A high FCR rate within your sales team indicates that your customers will be satisfied and loyal to your company.
This index shows how many calls have become a sale. A high percentage indicates that both the marketing and sales teams performed well. If it is deficient, you must analyze the reasons. The primary origins of the low conversion rate may be poor work with the lead, incorrect message in the advertisement, and other reasons.
This measurement reveals ad marketing campaign efficiency. This rate shows if your investments in a specific marketing effort gain profit. The low value indicates that you need to make some tweaks to increase it to the targeted value. The negative rate means you must stop this ad campaign and analyze why this could happen.
Call Abandonment Rate
The call abandonment rate is the percentage of callers who hang up before the sales representative answers their questions. This rate is low when a salesperson responds to a call poorly, or the call routing process is not very precise.
Missed Calls Rate
The percentage of missed calls also matters. Although call trackers usually notify reps about them, missing calls reveal issues with understaffing, inadequate call routing, and inefficient processes.
Benefits of Call Tracking Tools
Call tracking marketing needs to provide you with a vast amount of data. Nevertheless, your sales agent's productivity also depends on the quality of information you receive from call tracking. Modern applications have insightful analytic call tracking reports that improve your marketing efforts.
But how can call tracking tools be helpful for your remote team? Let’s explore all the benefits call tracking has to offer to businesses and remote teams.
Collect Callers’ Data
With each call, your sales database replenishes with such information:
The intention of the caller
First-time and recurrent caller
Duration and quality of the call
Other possible information (age, preferences)
The next layer of call tracking is data storage, otherwise known as call logging. It allows you to analyze the quality of inbound and outbound calls and identify whether your sales reps follow the scripts. On top of that, it can be instrumental in agent training.
High-Performing Keywords Identification
When you precisely analyze customer information in call logs, you will pinpoint specific keywords. Then, you can alter your ad copy using other, more convincing words for your target audience. As a result, you enhance ad campaign performance, increasing conversion rates.
Customer Journey Analysis
Information captured with the call tracking software gives insights into the customer journey. Analyzing this data helps you tweak processes that need improvement. You can also remove redundant steps to close deals faster.
Better Customer Service
Call tracking has the power to make interactions with your clients more effective while boosting customer satisfaction and nurturing brand loyalty. Ultimately, this leads to an increase in regular client numbers.
Improving the Decision-Making Process
A call tracking system provides invaluable insights about your target audience. Your team knows customers’ preferences, needs, fears, and desires. So your employees are well-informed on how to communicate with specific customers in a given situation to solve their issues.
Optimize Marketing Campaigns
Call tracking analytics signal about ad campaign performances to your marketing team. With real-time reporting, the software can help you determine what ad campaigns:
Have higher CR
Appropriate management of your marketing efforts increases your ROI and the efficiency of your remote employees.
Choosing the Best Call Tracking Software
In today's fast-paced world, you have a wide choice of various call tracking services. But identifying the ones that can help you increase your team productivity can be tricky.
The best call tracking software will help you see all the interactions along the customer journey, control the call tracking process, and deliver detailed reports. But regardless of the call tracking app you choose, remember that you need to have the opportunity to tailor it to your business needs. After all, sales call tracking software must fit perfectly into your company’s processes.
Before selecting the best call tracking app for your business, consider asking these questions:
Does the call tracking system monitor calls from multiple phone numbers on the web page?
Can the call tracking application offer click-path and keyword-level attribution?
Can the call tracking tool log and transcribe conversations?
Are the transcriptions accurate?
Can the call tracking solution capture analytics from transcriptions using machine learning and AI?
How does the call tracking software integrate with your CRM and marketing platforms?
Can you analyze keywords said by an agent or a caller?
Does the call tracking solution measure how many inbound calls lead to sales?
Is the call tracking tool worth the money you plan to spend?
Call tracking software is an excellent tool not only to boost your sales or ROI but also to assist your teams and improve their performance. With the right call tracking solution, you can save money and time for your teams and your business while leveraging call and lead intelligence.