What Is Call Tracking? Definition & Why Businesses Need It 

Call tracking refers to the process of trailing the path of a phone call by recording and reporting call-related information and data. Call tracking is important because this information can help businesses understand their clients, customers, and prospects even better. There are two main types of information derived from call-tracking services:

•         Caller information: This information is based on the caller’s location and name. This can help businesses know where the call is coming from and who is a potential stakeholder worth investing in.
•         Call details: This information includes the date, time, and duration of the telephone conversation conducted between the two parties. These details can help businesses in tracing calls made in the past and the time spent on a particular stakeholder.

Call tracking software is important in the realm of business where everyone is fighting for the top spot and eliminating the competition. The main service of a call tracking software includes reviewing major call-tracking service providers and guiding new brands on finding a service that most perfectly meets their needs. Undeniably, call tracking is important in this fast-paced world full of big data, which reveals important patterns and trends based on human interactions.

Importance of Phone Calls in Customer Service

Brands that want to expand their customer base and build a name for themselves encourage their potential customers and clients to reach out to them via phone calls. Attracting and engaging with customers through phone call conversations can allow brands to build solid relations with international customers and can also aid in a better explanation of the products and services offered. Due to its wide usage, the phone call is one of the most-used channels for customer service

Under usual circumstances, brands can request their sales departments to maintain logs and caller information on every call they receive. But, when the input information gets too much, it can become difficult for human beings to manually keep track of all incoming calls. Additionally, this increases the responsibilities that are assigned to the sales department, making it difficult for them to conduct the main sale-related functions in addition to attracting and satisfying prospects. One should invest in a call-tracking software instead of wasting manpower and skilled human capital on such tedious tasks

Phone Etiquette for Business Calls

Making and receiving calls to/from customers is now a common norm for businesses. The way a business responds and communicates with the other party is a great reflection of its reputation and image in the industry. Because the phone call is one of the most-used channels for customer service, it is essential for employees, responsible for making or receiving calls, to be aware of the significant benefits of lead management software. Some of these important etiquettes are as listed below:

•         Always introduce yourself: Before getting to the reason for making the call, it is always a good idea to formally introduce yourself so that the other party has a general idea of who you are and from where you are calling.
•         Speak clearly: Another phone etiquette for business calls is that while conversing, be sure to speak slowly and carefully to ensure that the other party can understand what is being said.
•         Don’t use slang: While making calls to important clients and big customers, avoid the use of slang as it can offend the other party giving them the image that you view the conversation as casual.
•         Don’t use speakerphone: The use of a speakerphone can make it difficult for others to understand what you are saying and can also give them the impression that you are exposing your conversation to others.

Benefits Of Lead Management Software

The process of lead management includes activities related to tracking, managing, and establishing strong relationships with potential clients and customers to the point they turn from potential to actual stakeholders. There are numerous benefits of lead management software and some of these benefits are as mentioned below:

•         Boost customer relations and increase Return on Investments (ROI): Lead management software, helps both small and medium-sized businesses in improving Customer Relationship Management (CRM) and the profits derived from investments made. For this purpose, such software provides services including Form Tracking, Conversation Intelligence, and Call Tracking which adds to the benefits of lead management software.
•         Adopting an All-rounded business approach: Certain highly efficient lead management software, tend to adopt an all-rounded stance. This is done by providing a unique set of tools in areas including digital advertising, content marketing, social media, and Search Engine Optimization (SEO).
•         Eliminating the need for manual and excessive labor: Lead management software, is known for automating, analyzing, and predicting potential customer behavior. This can help their clients to close more sales and achieve success in the long run by building the foundation of good customer relations.
•         Simpler Inputs for sales and marketing teams: Lead management software also provide its clients with a complete set of lead management tools. Collectively, these tools make it easier for marketers and sales teams during the process of creating, storing, and cultivating new leads in a less complex manner.

In a Nutshell,

With the growing amount of competition in businesses, a company needs to make sure they gain a competitive advantage and maintain good relationships with its customers. Using call tracking software cuts down the cost and time of a business while ensuring healthy communications with customers. A lead management software adopted by a business makes sure that it improves customer relations by providing valuable inputs for sales and marketing teams in a company, all the while cutting down costs related to labor.