Author Topic: Call Tracking, Call Metrics and Call Analytics  (Read 142 times)

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Offline ansuu1

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Call Tracking, Call Metrics and Call Analytics
« on: February 12, 2019, 04:33:43 AM »

Call Tracking

Process of using a unique phone number to track information and route the call to another destination.
When a potential customer sees the number and clicks to call, your tracking system automatically records attribution data and forwards the call.
A good call tracking system tracks the entire caller journey from beginning to end and provides detailed reports and analytics about the call.
Call Tracking enables businesses and marketers to optimize their call flow and caller experience to ensure no call goes to waste.
Call Metrics

Refers to the numbers used by call centres to make sense of their traffic.
It deals with the quality of calls that is answered.
Call abandonment rate, customer satisfaction, call quality, agent occupancy, agent job satisfaction are some call center key metrics.
Call Analytics

Measurement, collection, analysis and reporting of phone call data.
Call analytics is used by marketers alongside web analytics to understand which advertisements are driving qualified calls to their business.
It’s goal is to better measure, manage, and analyze marketing performance to maximize effectiveness and optimize return on investment (ROI).
Call center tracking software is being popular now-a-days.

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