Call analytics describes the process of gathering, processing and analyzing call data for the purpose of identifying caller journeys and call insights. Analyzing calls keeps businesses informed of developing market conditions, and empowers them with the metrics they need to expand future operations.
Having limited access to call data often leads to companies overspending on ineffective marketing efforts, leading to underwhelming sales results. Don't be left in the dark by lacking call data; shed some light on your inbound calls using call analytics.
Marketers, publishers, call agencies, sales and service departments all have an active interest in utilizing call tracking technology to improve their overall performance. Take back control of your campaigns by arming your businesses with the information they need. Store gathered call data & caller profiles in a database or dashboard of your choice and apply your data-backed insights to drive future calls.
Gathering call analytics begins by attaching call attributes as "tags" to ongoing calls or unique phone numbers. Tags can be attached using the Retreaver call tracking platform, which can apply tags at the beginning, during or end of a call. Retreaver provides a real-time metrics dashboard and call log, so users can view and organize calls by source, call handler or keyword.
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To gather effective call data, you must first define which call attributes you intend on tracking. Retreaver provides several tags out of the box to help track common caller attributes such as caller ID, location, and source. Retreaver users can also create custom tags to track any desired call attributes using our flexible tagging system.
View our Tracking Methods page to learn how to create and apply tags to inbound phone calls.
| Use call analytics to: | |
|---|---|
| Attribute call sources | What is driving calls to this campaign? |
| Identify caller touchpoints | Has this caller interacted with this brand before? |
| Evaluate final call outcomes | Was the call converted? By which agent? |
| Develop new call insights | Analyze calls to spot common questions or requests. |
| A/B test campaigns | Tweak marketing or sales approach. |
Caller journeys describe the journey of a particular call interaction. Caller journeys include touchpoints, caller profiles, and a final call outcome.
Calls begin by interacting with various touchpoints prior to calling such as viewing a landing page, ad banner, or engaging with a direct referral. It's important to identify and monitor touchpoints as they are the first thing potential callers see when interacting with your brand. Tweaking and analyzing touchpoints will provide valuable information that can help drive more calls in the future.
Monitor past brand engagements using caller profiles to deliver quick, personalized experiences for your callers. Retreaver makes it easy to retrieve past call interactions from a particular client, deliver critical information to sales or support agents prior to routing and watch as your conversions and customer service ratings take off.
Evaluate the final call outcome to analyze the end result of your interaction. Determine if the engagement resulted in a confirmed sale, if the service was satisfactory, or if the caller had any additional questions or information to provide. Use gathered call attributes to trigger post call events and automatically document sources, update caller profiles, and report sales & support metrics.
View our "Understanding caller journeys through call tracking" article to learn more about analyzing caller journeys.
Call insights help you go beyond just identifying who called you, by learning about why they called you as well. Gathering call insights is all about learning what makes your product or service unique, and can be a valuable tool for exploring potential development avenues for your business. Calls contain vital information that you can use to help steer your business in the right direction.
View our "How consumer insights are critical to your marketing success" article to learn more about the importance of gathering caller insights.
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Zapier is our leading integration provider which enables Retreaver to pass webhook data into hundreds of popular web applications to perform thousands of various tasks.
HubSpot is a popular CRM provider, integrate Retreaver with HubSpot to automatically generate contact lists from each call or match information back to return callers.
VoiceBase delivers transcriptions of your recorded calls, pair it with keyword & intention spotting to take your consumer insights to the next level.
Retreaver is capable of passing data into Google Analytics, adding valuable call data can help you manage your ad-spend and target leads more effectively.
Send call data into Kissmetrics to create custom events or track your marketing and sales progress in real-time using an informative dashboard.
Dasheroo provides an aggregated dashboard for your organization, helping you make sense of multiple data streams in one convenient location.
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