Does this sound familiar?

Track the results of every marketing initiative; all incoming leads, every sales call, and each customer experience.Track Response - Arrow

Most likely, your company, and possibly even you, are crunching data every day trying to get to the bottom of who your customers are, where they live, how much spending power they have, and what they’re looking for.

If so, then you’re on the right track because today it is expected that companies are compiling masses of data to be categorized, analyzed, digested, and relayed back to executive teams and boards of directors in every imaginable form.  But, is it really happening?  Are companies today able to take on the enormous undertaking of compiling the right data, analyzing that data correctly, and then making sound business decisions based on all of that data?

We don’t think so.  Not to toot our own horn, but as a company that thoroughly tracks every lead, sale, and marketing program to the finest detail, we know it’s extremely time-consuming.  Given that perspective, we suspect there are many small to medium-sized companies that are not able to put the right amount of resources on the mission to track where very incoming lead can be credited to, where every call is coming from, and the results of those leads and calls, as far as conversions go.

This is where call tracking technology comes in handy. Using a solution that tracks all inbound phone calls, so calls where the customer is contacting your business for some reason, and what got them to call you, will help you gather the necessary and accurate data they need to answer the following:

  1. Are we missing potential sales calls?
  2. Are we spending our marketing and advertising dollars most effectively?
  3. How can we improve employee training programs to reduce turn-over?
  4. How many unique, new leads do we get each month, as a result of advertising and/or promotions?
  5. What are our customers telling us they need and want from our service?
  6. What markets are we most successful in, and where are our advertising not being effective?
  7. What is our busiest times of day, and days of week?
  8. What are the competitors are doing, and how much are there services?

The good news – you can answer these questions rather easily if you have a call tracking system in place to measure and monitor your calls, along with call recording technology.  For example, tracking and recording services will alert you of missed calls,  can provide data on the cost-per-lead of an advertising campaign, and will capture customer conversations and provide key insights into how well front line employees are handling calls and if they are following a company sales script.

Call data to address these business challenges is available to companies of all sizes, not just large contact centers or global businesses.  To ensure you get the critical business data you need without the high costs of hardware and software installation, start by identifying a service provider with a solid reputation – one that takes advantage of today’s technology to provide robust and cost effective business solutions. Additionally, businesses should seek a provider with a track record of developing forward-thinking technology enhancements, and keeps a pulse on what companies need in order to address customer-facing business challenges.

Today, small to medium-sized businesses have even greater access to call tracking data.  Make sure your business stays competitive by having the ability to track every lead, sales and customer experience in order to answer these seven questions about your business.