Can Call Tracking Help My Small Business? Part 1 of 2

on Nov 4, 2009   ·   Call Tracking   ·   2 comments

Can Call Tracking Help My Small Business? Part 1 of 2
Capturing Calls using Call Tracking Software

Capturing Calls using Call Tracking Software

Call-tracking is the most cost efficient way to analyze the telephone contact activity within your company.  The number of tracking services that can implement a tracking system for you has made this effective monitoring process available to many small businesses.  When call-tracking-software and systems were new only the large companies that could afford the underlying telephony and computer hardware needed to implement the processes. Today trusted third party service providers shoulder the hardware and maintenance costs associated with the call tracking systems for small businesses and forward activity and analysis reports to their clients on the phone numbers assigned to them.

Call-tracking begins with adding a unique number to each incoming call. This unique number can be a specific phone number given in ads or contact information sites or code tagged on a link that brings the consumer to your business.  When the tracking is associated with an internet web site a line of code containing tracking numbers needs to be embedded in each and every one of the web pages on the site.  Once these numbers are in place all calls directed to those numbers are run through a switch that recognizes the ID numbers and passes the calls on to the appropriate department or person.

The incoming call is recorded; all available information on the contact is gleaned from the phone line and used to create a data record in the data base the service provides.  It only takes seconds and the information is available to your Customer Service Representatives (CSR) via their workstation connection to the remote call tracking center.  The notes the CSR enters onto the page will be universally available the next time the customer calls.

Now that you understand what benefits call tracking offers to your small business from reading Can Call Tracking Help My Small Business Part 1 of 2 you should read the second part of this interesting article, Can Call Tracking Help My Small Business Part 2 of 2.