The Benefits Of Call Tracking For Your Business

Though digital marketing is relatively new, most modern businesses place significant emphasis on digital marketing tools such as Google Adwords or Google Analytics to track the origin of their traffic. There are, however, major benefits to analysing your telephone inquiry data too. 

Research suggests that more than 60 percent of customers would prefer to make a phone inquiry as opposed to online contact. Therefore, if you want to take a holistic approach to analysing your demographic data, you should consider call tracking for your business. 

Call tracking allows you to set up specific numbers for your marketing campaigns and some tracking systems offer call recording features that facilitate staff training, thereby providing you with a clear understanding of which aspects of call handling need to improve. 

Here are some of the benefits of using call tracking to monitor your company’s offline demographic data. 

Improves The Quality Of Your Adverts 

Call tracking allows you to identify which advert sets are generating calls and which ones require some tweaking. This improves your data-driven marketing strategies by providing you with detailed information on where changes need to be made.  

Improved ROI 

ROI or Return on Investment is a crucial performance measurement tracker. It helps you identify which marketing campaigns are resulting in profit and which campaigns need to be eliminated or improved. After all, the purpose of marketing is to generate profit at the end of the day and focusing on digital marketing data alone is not sufficient, especially if you attach a phone number to your business.  

With call tracking, you can track calls that come from your website as well as pay-per-click advertising campaigns. This will facilitate data analysis and help you to make effective marketing decisions. 

Increase Conversion Rates 

When a call handler receives a phone call, you can track the length of the call, the source of the call, where the potential customer is calling from and also what the customer's objections are. You can then place all the customers that provided a lukewarm response to sales questions in one group. This provides your team with the opportunity to call them back with new offers presented to facilitate their decision-making process. 

Monitoring sales calls is one of the most effective ways of increasing conversion rates as it makes staff training much easier. 

Enhance Customer Experience 

Customer experience is crucial. In fact, it’s key. If you want to build customer rapport and encourage repeat business, you need to analyse your customer or user experience. Remember, your customer holds the key to the success of your business. If you ignore their needs, they will certainly take their business elsewhere. 

Using a call tracking system allows you to double down on the things that work and eliminate the things that don’t yield results. Or, you can choose to make small changes to boost customer experience and then analyse the results after two or three months. 

Living in a digital world does not eliminate the need to build strong customer relationships. People still value human interaction, and it is vital that you as a business owner, understand the importance of valuing and appreciating customers’ needs. Your customers come from different backgrounds and have different needs, buying power and interests.  

The way your staff handle calls is crucial to the survival of your business because living in a digital world means existing customers and potential customers share their experiences on social media in real-time. Therefore, bad customer rapport and failure to meet customers’ needs could affect your brand’s reputation. Improving customer experience is certainly a crucial step towards strengthening your marketing muscle. 

Improve Sales Training

Your staff members need to undergo periodic training to improve the way your business operates, increase sales conversions and enhance customer experience. Call tracking allows you to monitor and record phone calls to establish where changes need to be made. This will facilitate your sales training process by identifying flaws within your system and highlighting which team members need additional training. 

Call tracking can also help you make human resource decisions by identifying call handlers failing to adhere to company policy. 

Bottom Line 

Call tracking is a powerful tool that will inevitably boost your conversion rates and improve your ROI. It allows you to zone in on the problems that may exist within your call handling team and provides you with the opportunity to fix them, enhance customer experience, and build strong and long-lasting customer relationships.