Call Analytics
Call analytics are one of the most important tools available to organizations of all types today.
If you are not monitoring your call analytics, with effective software, then you are absolutely operating at a disadvantage to your competition. One that will continue to compound against you and your organization daily.
So, why are call analytics so critical for both for profit and nonprofit ventures today? What should you be looking for in the best and most effective call analytics tools? What metrics should you be watching and acting on?
What Are Call Analytics?
Call analytics software provides you and your team with key metrics and details about all of your call data.
The best call analytics solutions can also provide data and information around your other communications as well. Including text and SMS, ringless voicemail, how your AI powered interactive voice response system is working, as well as other online lead sources.
This is crucial data on your company and team’s performance. Including which lead generation channels and campaigns are failing or delivering, how well your sales and customer service team is doing, and where the money is being made or lost.
Why You Need Great Call Analytics Tools
What gets measured gets improved.
In fact, if you don’t know your data and KPIs, you really have no idea how well you are performing, or how competitive you are.
That also means you don’t know if this is really even a viable and sustainable business, and how long it will be before your competition puts you out of business.
WIthout it you simply don’t know what’s working or not, or where the bulk of your cash flow, sales, and profits are. Nor where you can get the best ROI and should be investing, or not.
However, with these tools you can optimize your operations for peak performance, and gain a superior edge over all your competitors.
Use these analytics to benchmark against the industry, and to set standards and expectations for your team members.
How To Analyze Your Call Data
CallTrack.ai provides all the call analytics you want and need.
You need accurate call analytics. Though, even more importantly, you need an effective solution which is going to be used by your team, and helps you improve results.
This means software that is easy to use, integrate, and fast to set up and just get rolling with. If it’s not, it won’t be used, and will just be a waste of your time and resources.
Your software choice should also be able to scale with you. From wherever you are today, to where you want to go. Without being overly complex to the point it is useless and will be ignored, or too limited and require you to switch and try to export your data to something else later.
It needs to be efficient. Meaning you can quickly view and understand your key call metrics, gain actionable insights, and make adjustments to your systems and process or content in as real time as possible.
This means a simple, visual dashboard, that you can have efficient meetings on and see the outcomes of your iterations in quickly.
Top Call Analytics You Want To Watch
There may be countless minute metrics and data points to watch and dig into if you have the luxury of time and extra resources to do so.
However, here are some of the top call metrics you’ll want to be analyzing to give your operations the power to perform at their best possible.
Outbound Call Volume
How many outbound calls is your team actually making?
Whether they are purely cold calling for lead generation, are following up on inbound leads, or are servicing existing customers, this is a key metric you want to know.
You may also want to break this down to individual team members. Who is making the most calls? What is a strong volume of outbound calls per shift for your top performers, based upon the KPIs most important to you, i.e. closed sales or revenue.
You can also measure outbound call volume versus results, so that you know your metrics you can scale on, and how much more you need to invest or hire to get to a specific level of business volume and value.
Inbound Call Volume
How many inbound calls are being generated?
What volume of calls are coming in? How does that differ overtime, throughout the period you are measuring or comparing with? How does it stack up in relation to what you are investing in marketing, or new campaigns being implemented?
You may also want to track this by customer service calls. Are you getting more customers needing help in the buying process, with delivery issues, setting up, or managing your product or service?
Calls Versus Other Forms Of Communications
It can be very insightful to compare your voice call activity to other forms of communications. Such as web form submissions, texts, DMs, live chat sessions on your website, emails, and ringless voicemails being sent.
Are there ratios you should know so that you can effectively scale your team as your company grows and contracts?
Are your customers much preferring to communicate through other methods, or vice versa?
At what point in your business model do your customers most need phone support?
Mapping Your IVR System
Your call analytics can help with mapping out your interactive voice response system.
This includes monitoring how people are flowing through it, identifying their most common needs, issues, or desires, and where you are losing or winning them.
You can use this data to optimize for when you need human support, or to create other resources online to automate your processes. As well as to better flow your IVR system choices and train your AI.
Length Of Calls
How long are your call times?
What’s the average call length? What is normal on the short end, versus being extremely long?
This can help you evaluate your individual team members or departments. As well as appropriately budgeting and scheduling for voice support, and setting fair but high expectations for their performance.
Call Outcomes
Call analytics are even more powerful and effective when you can tie them to your truly most important KPIs. Such as lead conversions, closed sales, lost sales, leads not qualified, NPS scores, and your marketing campaign performance and ROI.
Call Value
Building on the above, it’s even better when you can assess the value of your calls and interactions.
For example, lead value, which calls are leading to the highest ROI, and least intensive management, as well as the happiest customers and brand ambassadors?
Call Times
When are your call support staff most busy, and you need more coverage? What locations or departments deal with the most voice calls? How are you performing on missed calls due to shortage of staff, versus when you have too much labor on call and that can be scaled down?
Which Phone Numbers Are Most Active
Who is doing the most work in terms of outgoing calls? Which numbers seem most attractive for leads and customers to call in on? Which lines seem to miss the most inbound calls? How can you restructure your teams and schedules to better serve your customers here?
Contact Info
-
Tel : +(880) 1234 567890
-
Mail : demo@gmail.com
-
Open : Monday - Friday: 8:00 - 17:00
-
Closed : Sutarday & Sunday