A hand comning out of a wall holding the receiver of an old timey phone
A hand comning out of a wall holding the receiver of an old timey phone

What Is Call Tracking and How Does it Work?


And while many businesses focus on online lead generation, did you know that a phone call can be worth five to ten times more revenue than a completed online form? 

If you're a business owner, you know that generating leads and sales is essential for success. And while many businesses focus on online lead generation, did you know that a phone call can be worth five to ten times more revenue than a completed online form?

That's right, phone calls are incredibly valuable for businesses, and that's where call tracking comes in. But what is call tracking, and how can it help your business? In this article, we'll dive into the world of call tracking, explore its benefits, and share some best practices for using it effectively.

What is Call Tracking?

Call tracking is tracking calls to a business to determine where they come from and how they impact the business. It is essential for companies that rely on phone calls to generate leads and customers.

Call tracking provides insights into:

  • Which marketing campaigns are driving phone calls
  • What messages resonate with callers
  • How effectively the business handles calls.

This section will give an overview of how call tracking works, how to adopt call tracking, and what is a call tracker.

Setting up Call Tracking

For a business to set up call-tracking, it must first choose a call-tracking software or service. Call tracking software can be self-hosted or cloud-based. They typically provide a unique phone number for each marketing campaign.

A business can then place these phone numbers in their ads, on their website, or on other marketing materials. When someone calls the number, the call tracking software records information about the call. This can include:

  • The caller's phone number
  • The call duration
  • The time of day the call was made

Call Routing and Forwarding

A red phone with a note rewading please love

When a call comes in, the call tracking software routes the call to one of a few options:

  • The business's main phone line
  • To a specific department
  • To a specific person

Call routing and forwarding can be customized based on a few criteria as well, including,

  • The marketing campaign that generated the call
  • The caller's location
  • The time of the call.

Call tracking software can also route calls to multiple phone lines to ensure that calls are answered promptly.

Call Recording and Transcription

Many call-tracking software programs include call recording and transcription features. Call recording allows the business to listen to the call later to evaluate the quality of the call. The recording can also be used to identify areas for improvement.

Transcription automatically converts the recorded call into text. This will make it easier to analyze the call and identify key phrases and topics discussed.

Analyzing Call Data

The data collected by call tracking software can provide valuable insights into the effectiveness of a business's marketing campaigns. Call-tracking software can provide call logs, call reports, and analytics tools. These can help companies evaluate the performance of a marketing campaign.

  • Identify areas for improvement.
  • Train employees on how to handle calls
  • Improve the customer experience

What is a Call Tracker?

A call tracker is a tool that allows businesses to monitor and track incoming calls. Call tracking software provides a unique phone number for each marketing campaign to track the source of the call. The software can also provide the following information on the caller:

  • The caller's phone number
  • The duration of the call
  • The time of day the call was made

This information is stored in a call log or call report. Businesses can then analyze and determine the effectiveness of marketing campaigns.

Benefits of Call Tracking

a sign reading we hear you

Call tracking is a powerful tool for businesses of all sizes. By providing valuable insights into the effectiveness of marketing campaigns and call-handling processes, call tracking can help businesses improve their customer service, sales, and overall ROI.

Improved Marketing ROI

One of the most significant benefits of call tracking is its ability to improve marketing ROI. By tracking calls generated by specific marketing campaigns, businesses can determine which campaigns are most effective and adjust their marketing strategies accordingly. This information can help businesses save money by focusing their marketing efforts on campaigns that are most likely to generate leads and sales.

Enhanced Customer Service

Call tracking can also help businesses enhance their customer service by identifying areas for improvement. Call recording and transcription features allow businesses to listen to calls and evaluate the quality of service provided. Businesses can provide targeted training and coaching to improve the customer experience by identifying areas where employees can improve.

Better Sales Tracking and Training

Call tracking helps businesses improve their sales processes. Businesses can identify the most effective sales strategies by analyzing call data and training employees to handle calls more effectively. This can lead to increased sales and better customer satisfaction.

Measuring Advertising Effectiveness

You can use call tracking to measure the effectiveness of different advertising channels. By assigning unique phone numbers to each advertising campaign, businesses can track which campaigns are generating the most calls. This information can help businesses make more informed decisions about their advertising spend and focus on the campaigns that are generating the most leads and sales.

Call Analytics

Call tracking provides businesses with valuable call analytics, which can help them identify trends and patterns in call data. This data can be used to:

  • Optimize marketing campaigns
  • Improve call-handling processes
  • Understand the needs and preferences of their customers
  • Provide better customer service

Real-time Reporting

Another benefit of call tracking is real-time reporting. Call tracking software provides businesses with real-time data on call volume, duration, and other call metrics. This information can be used to:

  • Identify and resolve issues with call-handling processes
  • Provide immediate feedback to employees
  • Make informed decisions about marketing strategies

Competitive Advantage

By using call tracking, businesses can gain a competitive advantage by providing better customer service and improving their sales processes. Businesses can tailor their services to meet customer expectations better, leading to increased customer loyalty and repeat business.

Call Tracking Best Practices

A hand fretting a guitar

While call tracking can offer numerous benefits to businesses, it is essential to use the software correctly to maximize its potential. This section will outline some best practices for when to use call tracking and how to use call tracking software effectively.

Determine When to Use Call Tracking

Before implementing call tracking, it is crucial to determine when to use it. Call tracking benefits businesses that generate significant leads and sales via phone calls. It can also be helpful for businesses that want to measure the effectiveness of specific marketing campaigns or advertising channels.

Choose the Right Call Tracking Software

Selecting a provider that offers the features and functionality you need is important when choosing software. Look for one that offers call recording and transcription, real-time reporting, and call analytics. Choosing a provider that provides user-friendly software and excellent customer support is also essential.

Set up Call Tracking Properly

To use call tracking effectively, it is important to set it up properly. This involves assigning unique phone numbers to each marketing campaign or advertising channel and configuring the call-tracking software to capture the needed data. Make sure to test the call-tracking software thoroughly before implementing it.

Train Employees on Call Handling

Call tracking is only effective if employees are trained to handle calls effectively. Make sure to provide training on the company's call-handling processes, including:

  • How to greet callers
  • How to handle objections
  • How to close sales

This can help improve the customer experience and increase sales.

Monitor Call Analytics and Reporting

To use call tracking software effectively, it is crucial to monitor call analytics and reporting. Use this data to identify areas for improvement in call-handling processes, customer service, and marketing campaigns. Real-time reporting can also help identify and resolve issues quickly.

Use Call Tracking Data to Make Informed Decisions

Call tracking data can provide valuable insights into customer behavior, preferences, and needs. Use this data to make informed decisions about marketing strategies, call-handling processes, and customer service. Businesses can optimize their operations by analyzing call data and improving the overall customer experience.

Maintain Call Tracking Software

Finally, it is essential to maintain the call-tracking software to ensure it works effectively. This might include:

  • Regularly updating the software to take advantage of new features and functionality
  • Working with the call-tracking provider to resolve any issues that arise
  • Making regular backups of call tracking data to prevent loss of valuable information

Learn More About Call Tracking

Call tracking is a powerful tool that can help businesses of all sizes improve their marketing efforts and boost revenue. Call tracking is worth exploring whether you're a small business owner or a marketing professional.

So if you're looking to take your business to the next level, consider implementing call tracking and start reaping the benefits today. With a better understanding of what call tracking is and how it works, you'll be well on your way to improving your marketing efforts and driving more sales. Contact us at ThoughtLab, where all your business's creative digital design, branding, and marketing come together.