The Importance of Sales Call Tracking for Your Business

As we all know, being a modern entrepreneur means understanding and optimizing every aspect of the sales process to maintain a competitive edge.

Every phone call is a potential goldmine. But are you truly capitalizing on the conversations happening within your business? If you’re not tracking your sales calls, you’re leaving money on the table. It’s like running a marathon blindfolded – you’re moving, but you have no idea if you’re heading in the right direction.

Sales call tracking isn’t just about numbers; it’s about unlocking insights that can transform your business.

Let’s delve into the main topic of sales call tracking without any further delay.

What is call tracking in sales?

Keeping track of sales calls is incredibly beneficial for business owners and sales teams. By utilizing call tracking platforms, valuable information can be gathered that is otherwise inaccessible. These platforms gather data including caller identity, call timing, call purposes, caller location, and even written transcripts of the conversations.

Analyzing sales calls helps business owners improve their sales process. This involves tracking, monitoring, and reviewing conversations between salespeople and customers to learn from the insights gained.

How does sales call tracking software work?

Cloud-based call tracking software is a valuable tool that enables businesses to connect their customers’ digital interactions with phone calls. By utilizing call tracking services, businesses can obtain unique phone numbers that allow them to track incoming calls. This service records pertinent details about each call when a customer reaches out.

The assigned phone numbers are dynamic, enabling businesses to utilize different numbers for various marketing campaigns. This capability allows businesses to compare and contrast the effectiveness of different marketing strategies, providing valuable insights for optimizing their marketing efforts.

Call tracking offers in-depth information and data that businesses can utilize for optimal performance, such as:

• Transcriptions of both outbound and inbound calls
• Documentation of received calls for potential follow-up
• Daily call volume and peak times
• Identification of callers who eventually make a purchase

Top benefits of implementing sales call tracking 

I. Performance evaluation

Recording sales is one of the surest ways of determining the effectiveness of sales in your team, what needs to be changed or adjusted to increase sales closure. Metrics such as call traffic, call time and conversion rates are some of the aspects that one can measure for better performance indicators. 

II. Improved lead attribution

Another major benefit of using sales call tracking is the opportunity to accurately attribute leads to the campaigns run. This helps the businesses to identify which marketing channel is bringing in most of the calls. Thus, they are disposed to make more rational decisions regarding their expenditures with a campaign, directing more funds on one that is more effective while perhaps re-strategizing or halting the ones that are less effective. This, in turn also enhances the effectiveness of the marketing spending and also aids in the enhancement of strategies in marketing for better results.

III. Improved Customer Insights

It can be stated that sales call tracking is an essential source of insight for the companies which opens a broad number of possibilities and provides significant information about the customers and their needs, problems and behavior. Therefore, the analysis of call data generates unique insights on a business’s customers to adapt their offerings from products to sales techniques that may improve on meeting customer needs. It allows businesses to improve their understanding of the customer and their needs, thus optimizing the customer experience as well as sales results.

IV. Enhanced customer experience 

As such, it is crucial for organizations which are keen on improving their customers’ experience to have a handle on most-heard concerns recurrent during customer calls. It allows the sales representatives to quickly retrieve their call logs, and hence, receive the complete callers’ details so that the callers grab an effective service that complies with their needs.

V. Data-Driven Decision Making

The call tracking solutions provide the salespeople and the management with comprehensive reports hence empowering the businesses to make good decisions. These are understandably important in that they can be utilized in perfecting advertisement techniques, the sales speech, and service to clients. Thus, the analysis of big data allows for the optimal decisions being made for any business.

Who can benefit from call tracking?

Call tracking tools are an invaluable resource for any company that relies on inbound calls from clients as a crucial part of its growth strategy. As businesses aim to optimize their operations and enhance customer experience, call-tracking tools serve as a vital component. 

Some major companies that they can find value in investing in such a solution:

• Healthcare
• E-commerce
• Real Estate
• Automotive
• Travel and hospitality
• Financial services
• Marketing and Advertising Agencies
• Telecommunications

How to track sales calls?

To implement sales call tracking, you need to set up a call-tracking system, train your sales team, establish key performance indicators, and integrate call-tracking data with existing sales and marketing tools. This helps gain insights, identify areas for improvement, and enhance sales performance.

Here we provide you with details that you can take to implement sales call tracking in your company:

1. Get a CRM or Call tracking platform

If you’re thinking about setting up a call tracking system, start by searching for a platform that meets your company’s requirements. If you already use a CRM, see if it has a call tracking feature. For stand-alone call tracking platforms or CRMs with this capability, consider options such as Invoca, CallSource, CallRail, Close, Callcap, WhatConverts, Retriever, and InQuery.

As you select a platform, make sure it can integrate well with your current software stack. Good customer support is crucial, particularly during the setup phase, so seek out platforms that offer on-demand assistance. Choose tools with a straightforward setup process and a user-friendly interface to facilitate employee adoption. Additionally, give priority to features such as dynamic phone numbers, call recordings, transcripts, analytics, and call logs to address your company’s specific requirements.

2. Setup multiple phone lines

A call tracking system offers a straightforward solution, but you might prefer to handle the process independently. Without an app for managing dynamic phone numbers, you can set up a similar system on a smaller scale. Begin by getting multiple phone numbers, each assigned to a different major campaign or digital asset you want to track.

Assign these numbers to various campaigns; for example, one number for your website and different numbers for each social media profile. This way, when calls come in, you can easily identify where customers found your products or services. Initially, it might be beneficial to limit the number of lines you use, making it simpler to monitor the results.

3. Determine the source of calls

Once you have segmented your numbers, you begin with call tracking. Gather information about the call, the geographical area that it covers and the campaign response and make a dashboard for collecting it.

Analyze the collected data to refine the marketing campaigns you are running. For instance, if you are realizing that many callers are from a given region or route, you can try a test campaign of the given sector. One has to know that if it increases the sales, then one can include it in the strategic plan of the firm.

4. Analyze call quality

Every time one is calling, he/she has to assess the call quality. This assists you and your team in the identification of where and what resources and/or median should be used and in what was should not be employed. Once you have decided which of the many campaigns you are running is leading to the generation of calls, you need to establish whether these calls are eventually translating to sales. Also, watch which channel contributes the most high-quality customer or the most loyal ones to the business.

After compiling this information into your research, integrate it into your plan. For instance, if some of the accessed channels are prospecting calls but not sales, it could be wiser to concentrate more on the more lucrative campaigns. They can also assist you when it comes to checking in on the performance of your sales personnel. If particular numbers receive calls yet did not lead to any sale, perhaps training needs to be stepped up, or new brokers have to be hired.

5. Train your sales team

Make sure that your personnel, particularly the sales department, has sufficient knowledge on how the call tracking system works. They should know how to record calls, modify the records of a specific customer and other aspects indicated by the software. Training should also encompass the matters of recording calls and customer relations specifics associated with certain legal rules.

How does Dialaxy help you keep track of your sales calls?

Dialaxy can be termed as an enhanced telephony solution that is cloud-based for the operation of businesses. It has complex call center analytical tools that can help sales calls to be monitored and detailed analyzed to the finest detail. This proves to be an effective tool as it allows live call monitoring, and produces detailed reports on every call conducted, thus providing businesses with significant information that concerns the general state of performance as well as the sales approach within an organization.

Besides analytics Dialaxy has many useful options for improving the processes of sales calls management. Among those, two trends are defined by automatic call distribution, where an incoming call is routed to an agent best suited to handle it owing to his/her skills and the number of agents currently busy with other calls. Regarding the call routing function, this feature reduces the time a customer spends waiting for a specific representative or a representative with adequate knowledge on how to deal with the customer’s issue.

FAQs

What is call tracking, and how does it benefit businesses?

Keeping track of phone calls can be beneficial for businesses as it allows them to gain valuable insights into the sources of their leads and the effectiveness of their marketing efforts. This information can be leveraged to refine marketing strategies, boost conversion rates, and maximize return on investment. Moreover, call tracking provides businesses with key insights into customer behaviors, enabling them to enhance their overall performance.

What are the common challenges in implementing sales call tracking?

The main challenges include selecting the right software, ensuring it works well with current systems, training the sales team, maintaining data privacy and compliance, and accurately linking calls to the correct marketing campaigns.

What is sales order tracking?

Keeping track of orders is a crucial aspect of sales and fulfillment operations. It allows businesses to offer customers up-to-date information on the status and delivery of their orders.