What are Call Tracking Metrics & Why are they Important?

Phone call tracking software collects various types of information during its functioning. These are call tracking metrics that reveal data regarding several aspects of businesses, enterprises, companies, or brands. Usually, the software monitors the source, volume, and length of calls. Advanced sales call tracking software like Teldrip can additionally analyze conversion rates.

This analysis is important to help businesses identify the areas in which they lack or need to improve. In both ways, they can enhance their overall improvement. With better expertise and abilities, their agents can perform better. As a result, they can assist customers more effectively and fulfill their requirements or resolve their concerns.

What are Call Tracking Metrics?

Call tracking metrics are measurements that help in monitoring several aspects relevant to this process. Also, one can understand them as pieces of information that phone call tracking software collects for the analysis of conversations.

• These metrics enable measuring the volume of calls, identifying their sources, etc
• They serve various purposes like analyzing the effectiveness of call tracking for improvement in business
• Even for building better customer journeys, these metrics are important

Which Metrics Does Phone Call Tracking Software Collect?

Phone call tracking software collects essential metrics such as the rate of conversion. Moreover, it assesses metrics like the source, duration, and volume of calls. The analysis of the same is useful for businesses to understand vital aspects. Improvements in these can boost the journeys of buyers.

Call Volume

The call volume metric is measured over the desired time period, i.e. days, hours, weeks, or months. It can indicate whether a business has sufficient agents to handle the number of calls. Also, enterprises can identify whether there is a need for more agents to manage sales calls.

Source of Calls

Call source is a crucial metric that assists brands in detecting the origin of callers. With sales call tracking software, they can find out where every caller is originating from. Keep in mind that origins can vary, from social media platforms and Google My Business pages to lead generation pages and newsletters.

Note: By tracking these origins, the performance of related campaigns can be identified too.

Location of Callers

Importantly, enterprises should know the location of their callers to target them better. This location can work as a metric. Call tracking solutions can assess the same to find out which locations have prospective leads. Accordingly, they can decrease or increase their local ad spending in these regions.

Duration of Calls

Phone call tracking software such as Teldrip can monitor the duration of calls. This metric reveals for how long a caller and agent communicated. Note that the duration can be short, slightly long, or extremely long. In certain cases, they may involve transfers or hold time. Depending on the period, marketers can make several observations.

• Typically, extremely short calls can indicate the inability to resolve customers’ queries or a lack of relevance
• Certain short calls may denote offering quick help to callers
• In case a call is long enough, it can hint at an effective sales effort
• If a call is extremely long and involves transfers or holds, it may imply poor effort or experience

Conversion Rates

Certain AI call tracking software can provide information regarding conversion rates. This call tracking metric monitors conversations with prospects. Besides, they show how and when conversions take place.

Why are Call Tracking Metrics Important?

For businesses, call tracking metrics are important as they give valuable insights into prospects’ behaviors. Utilizing these, marketers can model their marketing strategies and turn prospects into buyers.

• Moreover, these metrics can help enhance customer journeys
• They can help find out whether staff training is needed and which skills should be targeted
• In addition, these metrics offer data on calls generated through online marketing campaigns to help calculate the return on ad spend (ROAS)

In a Nutshell

A call tracking metric is a measurement collected by specific software. Phone call tracking software monitors call volume, duration, and others to generate useful insights. These insights are important for bringing improvement in business processes. As a result, prospects can be converted into customers or the journeys of existing buyers can be improved.

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