We want to make sure that everyone has a cheat sheet with the most frequently used call tracking definitions. We’ll start there since we don’t even want to assume that everyone understands what the term “call tracking” means.
The Basis for Call Tracking
Using distinct phone numbers, traditional call tracking links an advertising source to a phone call. Beyond only tracking phone conversations, modern call tracking can now successfully link any discussion to its marketing source, whether it takes place on an offline channel or online.
*Call tracking is unable to assist you in finding a phone, monitor your partner’s phone, or alert you to the arrival of a shipment. Uncertainty is totally understandable!
Inserting Numbers Dynamically (DNI)
Dynamic number insertion (DNI), the fundamental component of online call monitoring, uses a single line of code to switch phone numbers on a website based on the user’s source, location, or other customized trigger. A chat can then be linked to a user’s web activity using the dynamically created number.
The phone numbers that are associated with your call monitoring provider and are utilized in dynamic number insertion or on other marketing materials are known as tracking numbers. The phone number is yours, but it is configurable to offer services such as call recording and call source information. They direct to your team’s desk phones, mobile devices, or other business lines.
A phone number that will be switched with a tracking number utilizing DNI is referred to as a target number. It is the phone number that is displayed on your website when call monitoring has not been activated or enabled. One website may have several target numbers.
When a caller dials a tracking number, the call is transferred to a receiving number. The receiving number is the phone number of the individual team member or call queue that will be taking and returning the call.
In order to give high-level, at-a-glance attribution, tracking sources are buckets that include related tracking numbers. The parameters DNI utilizes to substitute the most pertinent phone number for a website visitor are defined by online monitoring sources. Static numbers that you might provide in the footer of an email or print advertisement are an offline tracking source. Google Ads, which uses dynamic number insertion for all website visitors that arrived via a search ad, is a common illustration of an online tracking source.
Improving call tracking through reporting and intelligence
Analytics for Calls and Conversations
Call analytics, also referred to as conversation analytics, is the subset of data that can be gathered by call tracking. Managers and teams will receive performance benchmarks from the dialogues themselves to examine and analyze. Examples include discussion time, the origin of a call, or the total number of texts or chats that Sales has handled.
An advanced component of conversation analytics is conversation intelligence. It is the process of looking up and extracting patterns, signals, and useful information from spoken words using call recordings and transcriptions for marketing and sales teams.
Written accounts of spoken conversations are called transcriptions. During a chat, transcriptions can be processed in real-time, or they can be done afterwards.
In order to categorize your calls, trigger follow-up actions, or notify you if high priority actions need to be made, keyword spotting technologies automate the analysis of conversations to identify terms or phrases said as they happen.
A call score is a classification of a phone call used to provide the call some additional context or a quality rating. The member of the sales team taking the call can apply it manually or automatically. There are several ways to rate a call, but the most common are a rating from 1 to 5 and whether or not a call resulted in a sale. To further contextualize the call, more tagging can be done.
Enhancing the effectiveness and enjoyment of communication
The system and tools used for call management are designed to route phone calls appropriately. By routing calls to the right person, call management aims to improve caller experience while increasing efficiency and speed in call answering.
Call routing, which is very related to call management, is the particular route a call takes to connect the caller with the most suitable party. It can be sent manually through a receptionist, automatically through an automated process, or via self-selection in a voice menu.
Call forwarding is a straightforward call routing method that transfers a call from one phone number to another while the caller is still on the line. The caller will just see the original phone number they dialed and won’t learn the business’s internal operational phone number.
IVR Menu for Interactive Voice Response
An IVR is a highly common type of self-selected call routing. Before a call begins, there is a menu that the caller can select from in order to have their call answered by the appropriate team or person. “Press one for sales, or press two for support,” as an illustration.
Multiple people are assigned to handle the same types of calls in call queues, a type of call routing for teams. It enables the company to establish guidelines for how calls should be forwarded to those teams. It may be determined by the availability of certain items, a certain sequence, or other alterations.
Calls are dynamically routed by GeoRouting, also known as geographic routing, to the location that is most convenient or pertinent to the caller. For companies with various locations, this kind of call routing helps to avoid the need to put callers on hold and transfer them.
Simply put, a softphone is an internet-powered phone that allows you to place calls from your laptop, desktop, or any other internet-enabled device. It is software that can be altered to suit the requirements of the company or teams utilizing it.
The technique and technology used for voice communications over the internet is called Voice over Internet Protocol (VoIP). It is possible to set up desk phones and softphones to deliver calls over VOIP.
Beyond phone calls, there are other ways for clients and prospects to contact companies. The goal of omnichannel marketing is to provide customers with a seamless experience, regardless of the channel they use. All forms of communication, including calls, texts, live chats, social media, and form submissions, are included in omnichannel.