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