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If you have read Call Tracking for Indian Call Centers Part 1 of 2 then you already know about some of the reporting features offered by a tracking system. Call Tracking for Indian Call Centers Part 2 of 2 will explain how to utilize the system for optimization of your call center.
Posts Tagged ‘Marketing Analytics’
Call Tracking for Indian Call Centers Part 2 of 2
Tuesday, December 1st, 2009Call Tracking for Indian Call Centers Part 1 of 2
Tuesday, December 1st, 2009
Keep track of your incoming calls
Call tracking offers useful solutions for marketers and business owners looking to use an Indian call center. With the many features these tracking applications have, it is much easier to understand how your endeavors are working through this web based interface. Of course, how much information depends on the call tracking service, but most will have the same, if not, very similar call activity reports. I will explain how call tracking goes hand in hand with Indian call centers and how you can grow your business.
Tracking System Features
- return on investment (ROI)
- best marketing areas
- heaviest call times
- unique call reporting
One thing that all call centers need to keep track of are the inbound calls. With the hundreds of thousands of calls that flood the call center it is important to know where the calls are originated from, who took the call, and how was the call handled. Indian call centers will provide the necessary training on their end to manage your calls appropriately, but you, the marketer, need to see if their strategies get you the most conversions. In order to do this, call tracking offers a recording feature which allows the calls to be recorded and downloaded as an mp3 or WAV file which will be used for evaluation. This is can serve as representative reviewing and sales training, which will improve your closing ratios.
When running a call center, it is very important to keep informed. These are just some of the features offered by call tracking reports, Call Tracking for Indian Call Centers Part 2 of 2 will explain the reporting offered by these systems more in depth as well as important information about utilizing tracking software.
Call Tracking for TV Advertising Part 2 of 2
Wednesday, November 25th, 2009
Keep focused on your company with call tracking software
Finding out which television advertisements are performing is only the beginning of using call tracking software to optimize your business as explained in Call Tracking for TV Advertising Part 1 of 2. Now I will explain how you can use the information gathered by call tracking to increase your marketing return in Call Tracking for TV Advertising Part 2 of 2.
Once you discover which TV ads work best, call tracking will then monitor all the calls that come in, based on that ad, and will calculate your return on investment (ROI), best response from state and/or area code, record the phone conversation, track unique calls, heaviest call times and much more! Because this call application is web based, you can log in from anywhere and manage your account and export stats and mp3 recordings from specific TV advertising campaigns. The good thing about call tracking is that it helps any marketer, whether novice or seasoned, to generate a good marketing ad and keep track of multiple campaigns at once on the same application.
Sure, you can get a regular 800 number from the phone company, but you probably will not get any of the details from your campaigns as well as call tracking does. Call tracking helps to decrease time, save money and be much more precise in calculating from your marketing efforts. Once you have used call tracking and discovered the best way to utilize this tool, you will not return for a regular 800 from the phone company because it just won’t do for your business.
Call Tracking for TV Advertising Part 1 of 2
Monday, November 23rd, 2009
Track calls as soon as they are received
Call tracking for TV advertising is a great way to promote your business and track your success from your marketing efforts. One way to find out how a particular campaign is performing, versus another, is to assign different call tracking numbers and compare their performance statistics. This gives you insight as to how to produce and where to place your next TV advertisement. Let us explore in more detail how call tracking will benefit any TV advertiser by utilizing all of the great features these tracking applications have to offer to get the most bang for your buck!
One great way to test how well your television advertisements are doing is by assigning a call tracking number to each different advertisement. You will know if one time slot is better than another to market your product or service. If you have visually or verbally different commercials, you’ll notice which ones receive more calls and you can draw conclusions as to how to manage the way you produce your next commercial. If you are placing ads in different states, you will immediately see where the best place to show your commercial is and call tracking will tell you just that by reviewing the detailed statistics from your different TV ads.
So a system of this type can pinpoint which ads work and where they work, read Call Tracking for TV Advertising Part 2 of 2 to find out more about analytics reporting as well as some of the specific benefits that come along with utilizing these systems.
Why Spend Extra Money on Call Tracking? Part 2 of 2
Wednesday, November 18th, 2009
New technology is calling
Top retailers and service providers have been using call tracking as explained in Why Spend Extra Money on Call Tracking Part 1 of 2, but are you utilizing a call tracking system yet? Read more about call tracking and why you should spend the extra money on a tool that will optimize your business in this post, Why Spend Extra Money on Call Tracking Part 2 of 2.
Besides providing a method for tracking the exact source of sales leads which allows companies to cut spending on non-effective advertizing, call tracking has streamlined the data gathering procedure into a nearly automatic process that occurs the minute a consumer dials the unique contact number generated dynamically when the keyword, adword, or marketing image is clicked on.
Look at the cost of the time invested in collecting, correlating and creating meaningful reports when pondering why to spend the extra money on call tracking. Analyzing the ROI for ad campaigns by any other process manually is a far greater cost than the price of implementing a call tracking service. The central database populated with records created in the clients system the minute the phone number is connected supplies the customers’ name, phone number and advertising source with a mouse click. The central database can also be used by customer service representatives in call center environments to resolve customer issues quickly also.
Billions of dollars are spent on advertising every year by businesses in multiple marketing campaigns from sources ranging from eCommerce Google Pay Per Click adwords, online social networks, radio, print and television. Through the use of unique toll free numbers that are tied to the marketing strategy that generates the contact call tracking provides a method of accurately formulating the true ROI. The elimination of the need for maintaining expensive banks of phone numbers alone can pay for many call tracking services.
Corporations no longer ask why spend the extra money on call tracking.
Why Spend Extra Money on Call Tracking? Part 1 of 2
Tuesday, November 17th, 2009
Track calls from anywhere that are calling from any type of connection
When top retail and service companies posed the question, “Why spend the extra money on call tracking?” the marketing firms that originally recommended the purchase of this service in the 1990’s were armed only with concepts and projected figures of what call tracking could do for their bottom line. Today only newcomers to eCommerce ask why spend the extra money on call tracking. The question lately is why waste marketing dollars that call tracking can save? Why risk customer satisfaction decline when it is so easy to prevent?
Getting a solid return on investment figures for the variety of marketing campaigns used to promote products and services has always been a serious challenge. Call tracking has proven itself an excellent method for effectively and economically tracing conversions back to their source even when multiple marketing activities are running at the same time.
In 1997 press releases predicted that automated call tracking would usher in a new era of marketing strategies based on the ability to precisely measure the effectiveness of online marketing campaigns. In just over ten years call tracking has established itself as one of the most important methods of monitoring the effectiveness of expensive ad campaigns as well as a valuable tool in maintaining customer satisfaction. So much so that improving the range of applications call tracking can be applied to can win a prestigious technological award. In June of 2009 a small United Kingdom software company, AdInsight Limited, won the Best Newcomer Award at the Big Chip Awards for the barrier breaking advancements they made in call tracking technology in 2008.
Systems like these have proven successful for many companies in the past, so the question is not why but how to spend the extra money on call tracking. Read Why Spend Extra Money on Call Tracking Part 2 of 2 for more answers about the benefits of using call tracking software.
Call Tracking Numbers are Better Than 800 Numbers
Monday, November 16th, 2009
Call Tracking - A green light for savings
How a call tracking number is better than a regular 800 number is best answered with an explanation of how a tracking system works? It is much more than counting the number of calls received and reducing the cost of each call. Tracking software is part of a very sophisticated marketing methodology that ties results directly to costs and gives advertising agencies and their client’s accurate real-time campaign effectiveness figures to make marketing budgeting decisions. Regular 800 numbers can not accomplish a fraction of what one of these numbers does.
Phone call tracking numbers allow for tracking conversions of online contacts resulting from pay-per-click campaigns, entering a specific web address in a browser address box, clicking on a link from an associate site or any other SEO activity. This is accomplished by the placement of a small amount of code that goes on every page that generates a different contact phone number that is linked to and logged with the keyword or marketing campaign session. When the contact number is used it is funneled through the call tracking service and a record is created in a central database that correlates all the contact information to the keyword and advertising source before the call is forwarded on to the client’s regular phone numbers.
Campaign level reports can be generated for review or can be integrated into analytics packages like Google Analytics or Omniture Site Catalyst. This process tracks phone calls directly back to the specific online marketing campaign that generated the contact. Effectiveness of each line of marketing activity can be efficiently compiled without any additional human effort. Ineffective marketing efforts can be identified and eliminated quickly.
Overstock.com, Drugstore.com, Nikon and eHarmony are just a few of the mainstream companies utilizing call tracking services to effectively manage their customer relationships and improve customer satisfaction when the consumer contacts call centers. The same central database created by the marketing activities of the call tracking software can be accessed by customer service representatives when the customer calls with an issue about a product or the company. Used as an incident management system to record all client activity customer service representatives can resolve problems within the framework of a single phone call by using the call tracking knowledge base.
Are you currently using a regular 800 number from the phone company? Have you compared the costs of an 800 number and a call tracking phone number? Let us know how you feel about call tracking software and why you have or have not used it yet.
What is Call Tracking in 2009? Part 1 of 2
Thursday, November 12th, 2009
The road to success starts with Call Tracking
Call tracking is the automated collection of data from each incoming telephone call received. The days of each customer service representative keeping a manual telephone log, taking notes on the content of a call, creating a tickler file to follow up on the conversation and then compiling the information for management on their time management or sales results can be things of the past when a call tracking service or system is activated on product lines or sales campaigns.
Call tracking generally involves a central database of client information, issues, call history and incident resolution details that is accessible by approved customer service representatives or sales people as well as the coordination of a call tracking number or dialed number identification service (DNIS) that is examined and identified by the telephone switch that receives the call.
Data including the product line, callers name, phone number, address is recorded as the software determines where to route the call within the company structure. The information on the call is added to the clients existing records if one is already in the database or a new record is created. The information is then available to the sales or customer service person on their computer screen.
This is the basics of what call tracking has consisted of in 2009, find out more about the different types of call tracking and how easily it can be used today by reading What is Call Tracking in 2009? Part 2 of 2.
Call Tracking for Magazine Advertising
Monday, November 9th, 2009
Call Tracking Captures Leads
Call tracking is a great marketing tool for measuring the success of any campaign while managing multiple ads on the same platform at once. This tracking application has helped many marketers, from the novice to the expert alike, by giving them a much clearer picture of how their campaigns are performing and providing detailed statistics to draw sound conclusions from. Tracking systems are also great for keeping track of customer service quality control and training your sales force. Much can be taken from call tracking by utilizing its key features which will assist your magazine advertising and maximize your results.
As you begin placing multiple magazine ads, you’ll want to make sure you get the most out of your marketing dollars. One way to keep track of your magazine ads is through call tracking. By placing different tracking numbers on your different ads, you’ll know exactly which ads are performing well, which ones are ok, and which ad is just a waste of money. Tracking software will tell you exactly who called in on which ad, the duration of the call, when the call was made, the source of origination (area code and/or state), what are the heaviest call times, return on investment ROI, and cost per call. That’s quite a bit of knowledge off of one ad, which will quickly tell you how to organize your next marketing campaign.
What’s great about call tracking for magazine advertising is that you can perform quality control on your representatives, which will give you insight as to how each call is being handled and therefore affecting your conversion ratios. Call tracking holds everyone accountable, by recording every conversation and displaying call lengths, which tell you what your team does with every call. While you organize marketing campaigns, you should expect your sales and customer support teams to be performing admirably and earn potential customers’ business.
Best of all, I believe call tracking is a great tool to utilize, even if it is slightly more expensive than a regular 800 number from the phone company. You will get much more detailed statistics, call activity reporting in real-time, and tracking of unique calls, which the phone company can’t do. As you become more involved with tracking and optimizing your marketing, you will see how this tool generates more business and you will never look back once you see your results improve and your workflow streamlined.
Can Call Tracking Help My Small Business? Part 2 of 2
Thursday, November 5th, 2009
Analyze Phone Leads
If you have read Can Call Tracking Help My Small Business Part 1 of 2 then you already know how a call tracking system can improve your small business in the most basic sense but not the more advanced thought behind utilizing call tracking software.
Call tracking began as a way to measure the success or effectiveness of sales campaigns and it does provide that information to advertisers but the usages have expanded into other areas such as customer service and incident tracking.
By virtue of the fact that every call is recorded that comes in on the designated telephone numbers or tagged web page connection this is an excellent place to track the inception and progress of incidents related to the client. When a customer calls your business with an issue or problem an entry is made on their data sheet. The person taking the call can write in information on the call with a pending date for the record to be looked at for follow up. The amount of time and effort in addition to the customer satisfaction at being recognized and their issues remembered is tremendous to people. Through flagging the record for follow up the number of incidents that “fall through the cracks” and are left uncompleted can be significantly reduced with the use of a call tracking service or system.
Knowledge based information can be programmed to be automatically made available to the CSR so they can quickly and knowledgably respond to inquiries or issues. A prioritizing rule can be programmed into many call tracking systems allowing you to sort calls by order of importance.
That is how a call tracking system can help your small business. Does any of this make sense? Is there an easier way to track data and create quality service? We would love your feedback as well as comments.
