What is Call Tracking in 2009? Part 1 of 2
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.