Call tracking software isn’t just for the contact center to keep staff on a script or for overprotective parents to monitor their children, contrary to what you may assume if you’ve never heard of it before. It’s important to note that the call tracking software utilized by your contact center to keep tabs on call quality is distinct from the call attribution and data optimization tools utilized by marketers. I can very much guarantee you won’t discover anything interesting on a teenager’s phone bill because they don’t use them to talk to their buddies. Look at the Snapchat feed if nothing else. Call tracking software can also help you boost sales, customer happiness, and client retention by automating lead nurturing. In this article, we will discuss the best inbound, outbound, and help desk call tracking software.
But before we go into the software, we will have a firm grasp on the fundamentals of call tracking and its advantages.
What is Call Tracking?
Call tracking refers to the procedure of allocating unique phone numbers to advertising campaigns for the purpose of determining which marketing strategies are responsible for generating phone calls. In addition to assisting organizations in determining the viability of various tactics, call tracking software provides comprehensive data about customers, such as the customers’ locations and demographics.
How Does Call Tracking Work?
Every phone call that comes into your website is recorded meticulously and a variety of data is gathered from each contact.
Simply install call tracking software on your website, associate it with a phone number, and then promote that number as your principal point of contact.
Then, the program activates on its own whenever you receive a call, recording details such as the number’s caller ID, the calling number’s location, the calling number’s employer, and the calling party’s address.
Furthermore, new tracking phone numbers can be set up for each new advertising effort. That way, you may assess the efficacy of different advertising approaches and adjust those that aren’t producing the desired results.
Types of Calling Tracking
Here are the 3 types of call tracking.
#1. Dynamic Call Tracking
This is web-based and enables the dynamic swapping of phone numbers on web pages. Companies can get the code they need to implement call tracking on their website from suppliers of dynamic call tracking services. The code modifies the way a phone number appears on the webpage. The destination page is one way in which call tracking can be static or dynamic. With dynamic call tracking, traffic can be sent to the same page while the phone number remains distinct depending on the referral source. In addition, A dynamic call tracking system might be one of two varieties.
- Channel-based call tracking. It enables businesses to monitor calls depending on their digital origin. The call gives the company with summary information on its overall performance. However, if the data needs to be broken down from channel to each campaign or ad group, the organization will need to obtain additional phone numbers.
- Session-based call tracking. Permits businesses to track calls with data beyond what can be gleaned from digital sources, including information about the precise session depending on the conversation. Device/location/keyword/source/landing/conversion/campaign data may also be included. Each user session is given a unique temporary phone number that can be used by the call tracking program. The system supports a large number of phone numbers, each of which can be routed to a different channel. The call tracking program handles the data collection and transmission to the business. Marketers may gain more data and make more informed decisions with the help of session-based call tracking.
#2. Call Back (Click to Call)
There are typically two methods used to monitor returned calls. Both strategies call for the use of an external tracking service, such as Google Analytics or Adobe Analytics, to identify where a website’s visitors are coming from.
- Request a Call. Site visitors initiate contact with a corporate rep by clicking a link and filling out an online form. The only thing a visitor to your site needs to do is install certain common web plugins. The user of the website need not install any additional software on their computer or mobile device. In addition, call tracking is done in a separate, off-site system.
- Click to Dial. Mobile users access the company’s website. When a user clicks on a link, their device automatically dials the business’s number.
#3. Static Number Tracking
Many companies either buy or lease dozens of separate phone numbers. The corporation is free to associate each number with any type of promotion it sees fit, be it print, internet, or broadcast. After an advertising campaign goes live, the business manager can evaluate its success by monitoring call volume, call duration, and other key performance indicators. For online monitoring, businesses frequently use “landing pages” to direct customers to a certain location. A landing page and phone number specific to each channel would be provided.
What Are the Advantages and Disadvantages of Call Tracking
Many customers phone businesses every day, and it’s not always clear how they found out about the company’s offerings. It would have been a fantastic chance to gain knowledge that may have guided advertising decisions in the future. Call tracking software makes it simple to connect incoming phone calls with their respective campaigns, hence enhancing lead generation and closing rates.
Advantages
#1. Help Decipher the Customer’s Experience
Call tracking software provides a comprehensive history of the caller’s engagement with your advertising campaigns. You can see the customer’s journey across your website before, during, and after they call your business with the help of this analytics tool.
The factors that promote (or hinder) conversions can be better understood with the use of this crucial data. In addition, certain offerings can be integrated with CRM platforms, allowing for the creation of more detailed client profiles that can then be used to guide advertising campaigns.
#2. Enhances Satisfaction of Clients
Call tracking software, much like traditional commercial phone systems, features interactive voice response (IVR) and automatic call distribution (ACD) to direct incoming calls to the most qualified operators. With the information gleaned from call monitoring systems, you can tailor your communications to a certain demographic of clients based on factors like call duration, caller location, and call purpose.
#3. Keeps Tabs on ROI and Helps It Grow
According to the call tracking definition, its main function is to provide in-depth information on advertising campaigns. Whether or not a certain effort merits further investment and whether or not your marketing dollars are being put to good use may be easily evaluated. Call tracking aids returns in several ways outside just measuring ROI. Knowing the source of your best leads will help you allocate resources more wisely and boost your chances of making a sale.
Disadvantages
Call tracking offers many advantages, but it also has some disadvantages. The main drawback is that having many phone numbers can be confusing for customers and can hurt your web reputation.
#1. Client Confusion
Due to the fact that call tracking for businesses requires the use of separate phone numbers, some clients may be hesitant to use them. Choosing a vanity number is one approach to avoiding this problem. Providers like CallTrackingMetrics give customers the opportunity to buy or port in their own unique, distinctive numbers, which can aid in building brand recognition and reducing customer service inquiries.
#2. Drops Search Engine Rank
Maintaining high search engine ranks requires consistent data. Web crawlers need to see consistent information throughout all of your pages, from the firm name and address to the contact information, in order to trust your site.
However, since DNI’s number shifting occurs in JavaScript after the page is loaded, using numerous numbers on the site is not a problem. Web spiders see the same fixed number regardless of the marketing route that led a user to the site.
When you use tracking numbers on third-party sites like social media, directories, and review sites, issues can occur. These assets do not support DNI, so the values must be entered explicitly. It’s possible that these tracking numbers will hurt your SEO because they aren’t the same as your primary phone number. In addition, adding other phone numbers to those third-party sites is a workaround.
#3. Reuse of Existing Tracking IDs
When a business cancels its subscription to a call tracking service, the service reuses the tracking number previously assigned to that business. People looking for a business that had your number may contact you as a result. Or, if you’re the one who terminated service, the customer may have written down the tracking number but lost track of you.
What is Call Tracking Software?
Call tracking software is a system that monitors the origin of inbound phone calls. This is accomplished by assigning unique numbers to various digital adverts across platforms and campaigns. These can be dynamically put into a website or landing page depending on the visitor’s origin. Call tracking aids marketing attribution by detecting which digital advertising initiatives are the source of calls.
In addition to providing a transcript of all phone calls, call tracking software also reveals the geographic location of the caller. In a nutshell, it provides accurate information about phone calls, which may be put to many productive uses for any company. You can use it to make your website more user-friendly to search engines and visitors, among other things.
Call tracking software also helps with key performance indicator tracking by letting marketers know exactly which marketing effort resulted in a phone call. Additionally, it may determine which specific keywords, advertising, and websites ultimately resulted in the call being placed.
Features of Call Tracking Software
VoIP functions such as call number management, call routing, and call reporting and analytics are all part of comprehensive call tracking software. Attributing calls and listening in on calls are two further methods.
Among the features of call-tracking software are the following:
- DNI insertion. You can track which advertising channel brought a visitor to your site by altering the phone digits that are shown. Your company’s internet assets include things like search engines, pay-per-click ads, directories, and more.
- Visitor- and source-level tracking. Follow a user as they go from beginning to end on your website. Use a special tracking phone number for your offline marketing efforts so you can identify the origin of your leads.
- Attribute-based call routing. Help clients reach the appropriate person in your staff or division. Adjust call routing based on contact location and product interest.
- Custom IVR. Create a menu that guides callers to the appropriate department or agent to handle their inquiries. Interactive voice response (IVR) systems understand spoken requests in addition to those entered through the keyboard.
- Call recording. All calls should be recorded so that team and individual performance can be evaluated. Until you cancel your account, CallTrackingMetrics, the vendor of call tracking software, will save all recordings.
- Call monitoring. Monitor real-time phone calls between customers and service reps. Managers on many systems can use a “whisper” feature to give feedback to an agent without the client overhearing. They can also use the barge function, which allows team leaders to chime in on the discussion.
- Call scoring. The call information is scored by the call tracking software based on a number of criteria. How long it took for an agent to answer a call and how well they stuck to the script are two variables to consider.
How Does Call Tracking Software Work?
Simply put, call tracking occurs when a company assigns a different phone number to each of its advertising campaigns. The separate campaign phone numbers have a single purpose: differentiation. You can easily tell which campaign a caller is responding to when they dial in from a given number.
For this reason, let’s say that ABC Company is going to run an ad campaign or several. Assigning individual phone numbers, either local or 800 numbers, is the initial step. Those lines can forward callers to an internal office line, an external answering service, or the marketing department.
When predetermined phone numbers are contacted, the calls are routed through the tracking program. The software is the critical component, as it allows calls to be traced back to various online channels such as sponsored search, organic search, social media, and others.
In addition, marketers can use as many dynamic phone numbers as they like to reach customers through different channels and promote different campaigns and keywords. Scrips, cookies, “call whisper,” conversion parameters, and more are all a part of call tracking software, providing the advertiser with a high degree of control, vastly enhancing the quality of marketing campaigns, and even allowing them to be run in an offline environment.
Overview of the Best Call Tracking Software
A separate, superior call-tracking software can be implemented to supplement Google’s default call tracking. On the list of available call tracking software are the following.
#1. CallRail
With CallRail, companies of any size can easily convert more prospects into loyal patrons. CallRail, a provider of marketing analytics and business communications software used by over 200,000 companies across the world, provides users with real-time information that boosts their marketing efforts.
However, CallRail, founded in 2011, began as G2’s top-rated inbound call tracking software and has since expanded to include form tracking, conversation analytics, and corporate communications tools. CallRail works hand-in-hand with popular apps like HubSpot, Facebook, Salesforce, and Google Ads and Analytics to streamline your business processes.
Furthermore, CallRail also provides chances for affiliate marketing, agency partnerships, and technological integration through its Partner Program. CallRail simplifies a number of tasks for its partners, including service expansion, customer acquisition, and income splits.
#2. Invoca
Invoca is an option for pay-per-call marketers, businesses, and agencies in need of call tracking software. However, Invoca helps businesses recover lost revenue from missed sales opportunities, educate new employees, connect marketing efforts to bottom-line results, and more. Invoca is excellent software for keeping tabs on sales calls.
Also, the world’s leading companies rely on Invoca’s conversation intelligence to help them gain new customers at a lower cost. Contact centers can achieve record-breaking conversion rates, and organizations with many locations may convert a higher percentage of callers into customers thanks to full attribution for every phone lead and AI-powered insight for every discussion.
#3. Retreaver
Retreaver is a cloud-based call center solution that tracks, tags, and routes callers to specific agents or departments, helping agencies, marketers, and brands analyze inbound calls, manage caller profiles, dynamically route calls, analyze ROI, track conversions, and generate reports with call tracking, call reporting, client management tools, integrations, and more. It uses real-time page tracking and CRM databases to customize client experiences and cut call times. Data is available throughout the caller experience, from gathering call information to reporting call results.
Furthermore, call agencies can make and track digital phone calls with it. Calls can be traced to online/offline advertising or channels and attributed to conversions. customer management and call reporting solutions allow users to handle all customer contact, billing, and reporting information from one platform. Users may see which sources generate the most calls and sales with conversion metrics.
Also, call data can be sent and received straight from sales or lead tracking systems. Users can additionally understand call data using live call analytics, detailed call logs, call data export, and automatic report delivery. Retreaver’s tag-based routing and campaign or caller journey duplication capabilities let customers create variable caller journeys. HubSpot, Eloqua, and Google Analytics integrate with Retreaver.
#4. CallTrackingMetrics
Contact centers and advertising firms might benefit from CallTrackingMetrics since it tracks calls and assigns those calls to certain campaigns. The cloud-based platform has tools that allow firms to record client interactions, handle calls, monitor conversions, and delve deeply into key metrics in real-time. Companies in a wide variety of sectors can benefit from the integrated call monitoring and contact center features that this software offers, as it allows them to deliver a more tailored service to their clientele.
Furthermore, CallTrackingMetrics has several useful features, such as call monitoring and recording, call automation, analytics, communications management, phone number tracking, individualized forms, live chat, SMS, and more. Call tracking software allows organizations to monitor and analyze all incoming contacts via any medium and determine the source of each lead. Calls, texts, chats, and online forms can all be monitored for conversion rates. Artificial intelligence (AI)-based automatic call routing is made possible by CallTrackingMetrics’s call automation features. High-value consumers can be automatically identified based on words of purpose, purchase history, and more, and calls and other leads can be sent to certain agents based on data including customer history, demographics, internet behavior, and more.
#5. Groove
Groove is a sales productivity technology that helps revenue leaders increase revenue-per-rep in every department.
Whether a salesperson is in the office, at home, or on the road, they will always have access to the latest version of Salesforce thanks to the administrative duties that Groove handles. Groove enables sales teams to perform at their best by automating routine tasks with reusable playbooks and by leveraging AI to distill insights from large amounts of data.
Also, Groove has helped over 70,000 users at companies like Google, Uber, and Capital One save time and money. Since the year 2020, Groove has been one of the Inc. 5000 fastest-growing privately owned firms in the United States, and they’ve also been ranked number one in enterprise customer satisfaction on G2.
Inbound Call Tracking Software
The purpose of inbound call tracking software is to trace the origins of incoming phone calls. Organizations can monitor the efficacy of their marketing efforts by creating unique local and 1-800 numbers for use in commercials, specific web pages, pay-per-click campaigns, and keywords. In addition, several products provide IVRs and sophisticated call-routing tools for vetting potential customers and generating detailed reports. Marketers typically utilize inbound call tracking software to assess the efficacy of various promotional initiatives. To account for offline conversions, inbound call tracking products connect with digital analytics and digital advertising platforms. Furthermore, they are compatible with customer relationship management systems for efficient lead tracking.
Any product claiming to be Inbound Call Tracking must meet the following criteria:
- Create random sequences of numbers to use in many forms of advertising.
- Identify the specific campaign that each incoming call is associated with using the phone number.
Best Inbound Call Tracking Software
Here is the best inbound call tracking software.
#1. Infinity Call Tracking
Learn the ins and outs of each call’s lifecycle so you can improve marketing and operations. Infinity is a premium call intelligence platform with advanced visitor tracking features and ISO 27001 certification. With Infinity, you can trace your consumers’ steps from the time they first hear about your company until they finally pick up the phone to call. Locating the source of successful calls is essential for a complete performance evaluation.
By removing all uncertainty about what is driving sales, you may get a healthy return on your marketing investment. By allowing customers to connect with the most recent versions of Google Ads, Google Analytics, Looker Studio, Hubspot, Salesforce, and more, the Infinity Hub equips them to provide world-class customer service. Additionally, users of Infinity can get more out of their social ads thanks to our integration with Instagram and Facebook.
#2. Salesken
Salesken.ai is an AI-powered conversational platform designed to boost sales team efficiency and cut down on new customer acquisition costs. The application provides salespeople with in-conversation indications that enable them more effectively communicate with clients. Through comprehensive conversation Analytics that reveal emotions, objections, intent, and more, the platform provides managers and sales representatives with complete transparency in each and every conversation. Also, read PROJECT TRACKING SOFTWARE: Reviews of Top 25 Project Tracking Software.
#3. Phonexa
Phonexa is an end-to-end marketing automation package that helps businesses improve the customer experience at every touchpoint. This includes optimizing inbound web and call campaigns as well as outbound call, email, and SMS campaigns. Phonexa’s seven preconfigured options streamline operations for direct marketers and lead producers with features including call tracking, lead scoring, and email and SMS marketing automation. Phonexa’s scalability, resources, and alliances allow it to work with businesses of any size, but it particularly shines in sectors where there is a significant demand from customers.
Outbound Call Tracking Software
With outbound call tracking software, customers can make calls to leads through the platform and have those calls and the information about those leads recorded. Using these tools, businesses can get in touch with potential clients immediately, thereby gaining an advantage in the sales process. Click-to-call capabilities, local number generation, automated voicemails, and follow-up emails are just some of the time-saving benefits offered by outbound call monitoring software. Calls can be recorded for later use in training, and leads can be ranked according to their likelihood of becoming a sale. Inside sales agents and telemarketers who are actively seeking new customers use outbound call tracking systems more frequently than any other group. When a customer relationship management system is used to keep track of leads and call logs, integrations are commonplace.
A system for monitoring outgoing calls must meet the following criteria:
- Give people the option to make calls without leaving the site.
- Log information about your phone calls’ interactions.
Best Outbound Call Tracking Software
#1. Salesloft
SalesLoft is the leading provider of a sales engagement platform that assists sales teams and sellers in increasing revenue. For sellers, Salesloft is the one location they need to go to carry out all of their digital selling chores, engage with buyers, learn what to do next, and obtain the coaching and insights they require to succeed in their endeavors. With the help of Salesloft, thousands of the most successful sales teams in the world, including those at IBM, Shopify, Square, and Cisco, are able to increase their income. In addition, visit salesloft.com for any additional details you may require.
#2. Outreach
Outreach is the industry-standard sales execution platform, empowering market-facing teams to generate and close more pipelines with greater efficiency and predictability. Our outbound call tracking software uses automation and AI to assist revenue executives improve the efficiency and efficacy of their entire go-to-market operation, from prospecting to deal management to forecasting. Outreach is the only company that provides a comprehensive platform for sales engagement, revenue intelligence, and revenue operations. Zoom, Siemens, Okta, DocuSign, and McKesson are just a few of the more than 5,500 businesses that rely on Outreach to run their sales teams. With headquarters in Seattle, Washington, Outreach also maintains regional and international branches.
#3. Dialpad Talk
More than 62,000 of the world’s most forward-thinking companies rely on Dialpad Talk, a business phone system built from the bottom up on the Google Cloud Platform and offering unparalleled mobility, flexibility, and security. Also, Dialpad Talk has built-in Voice Intelligence capabilities such as real-time transcription and post-call reports with highlighted action items. To ensure that all of Dialpad’s users are as productive as possible, it interacts seamlessly with other essential cloud services like G Suite, Salesforce, and Zendesk.
#4. Aircall
Aircall is the leading cloud-based phone and call center software for cutting-edge enterprises. A unified voice platform that works well with other software packages. Aircall was developed to facilitate open, transparent, and cooperative phone support. We help groups of 3 or more users in sales and support collaborate effectively and efficiently. In addition to being able to immediately add numbers from 100+ countries, administrators also have the ability to scale their teams according to seasonality and receive profound insights via real-time analytics. Aircall, which can be accessed both online and through a mobile app, is used by more than 15,000 businesses around the world. Get started with a free trial of Aircall now.
Help Desk Call Tracking Software
Representatives in the customer service department have no idea how busy they will be until the day begins. This necessitates not only adaptability in the face of unanticipated challenges but also the ability to maintain order in the face of a potentially chaotic workday.
Here is where ticketing systems and call tracking help desk software become crucial to the performance of customer care teams.
Help Desk Call Tracking Software Features
- Customer support analytics
- Ticket automation (e.g. central dashboard for all reps on your team to work from)
- Knowledge base
- Various Means of Reaching Out (that is, the forms and mediums through which a customer can file a ticket)
- Ticket allocation (amongst salespeople).
Help desks, which may boost your customer care team’s support capacity while also enhancing the client experience, are not cheap, either.
There are a few free options available if you’re on a tight budget but yet want high-quality help desk software.
Inevitably, there will be some sacrifices. While free call tracking help desk software may be limited in terms of users and features, it can still serve a useful purpose when needed. You can always switch to a more advanced paid system when you’re ready, or upgrade to a paid version when you’re ready.
Overview of the Help Desk Call Tracking Software
#1. HubSpot
HubSpot’s free help desk call tracking software provides a central location for all customer requests, making it simple for your team to monitor, sort, and respond to them.
In order to coach representatives and better manage ticket volume, as well as provide better support to customers, your team should identify and track key performance indicators (KPIs).
With automated ticket assignment and routing, your team won’t waste time manually entering data. You may also designate owners and stages for individual tickets, allowing HubSpot to generate custom pipelines for your sales representatives.
#2. Agiloft
To facilitate client inquiries at any moment, Agiloft has made a gateway available. In the event that no agent is immediately available to assist you, the service will record your inquiry and provide you with a self-service resolution.
Agiloft also offers options for long-term management in the event that your condition ends up being more complicated. The software will send out alerts when a case has been open for too long and has to be escalated.
This is especially useful for SaaS customer care teams that field a lot of calls for technical support and then need to follow up with those callers.
#3. Jira
Jira provides service desk tools that make it easy to manage problems, proactively announce changes to your interface or offerings, and track down the cause of a bug.
Also, Jira has built-in tools for automation, queuing, a knowledge base, and asset management. It is designed to work with your current service software and may be integrated with a variety of others.
#4. Zoho
Zoho Desk is a proficient call tracking management system that is part of multi-channel help desk software. It processes requests for help sent in via various channels, such as phone, computer, and messaging services. Brands can more easily create an omnichannel experience when they have this kind of coverage across numerous channels.
Furthermore, among the features that Zoho Desk provides is a widget that can be added to an existing website. The widget transforms into a help request form when it is loaded into a browser. They have the option of providing a detailed problem description and selecting their preferred method of contact.
Customers will appreciate how easy it is to get in touch with your service team. In addition, it facilitates the analysis and resolution of incoming requests by sales representatives. Both first-call resolution rates and customer satisfaction benefit greatly from this.
Conclusion
In conclusion, assembling, keeping tabs on, and analyzing data is crucial to maximizing the effectiveness of advertising campaigns. Call tracking software will allow you to associate phone calls with particular advertising efforts, allowing you to fine-tune your tactics.
Research available options for platforms that provide a wide variety of call attribution features. If you monitor these metrics and KPIs in your call center, you can boost agent efficiency and customer satisfaction as you roll out your marketing initiatives.
Call Tracking Software FAQs
How to Track Ghost Calls?
If you uncover the caller ID log, you may usually trace the origin of ghost calls back to their original source. The ID log will often show any arriving numbers that have an irregular pattern. Prefixes and codes like 1001, 1000, and 100 are commonly used in caller ID.
Is There Any App to Track Others Phone Calls?
Another software with a cutting-edge algorithm to help you track every action on another device is mSpy. One’s recent communication history, including phone conversations and text messages, is readily available for review.
Similar Articles
- CALL CENTER: Meaning, Services, Software & Training
- CUSTOMER CALL SERVICE: Duty, Quality, Types, and What to Know
- CALL MANAGEMENT SYSTEM: How it works .
- The 3 most important elements of call tracking
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