Gathering call data
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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Creating Tags to track Call Attributes
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
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
|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.
Analyzing Caller Journeys
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,
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
questions or information to provide. Use gathered call attributes to trigger post call events and
document sources, update caller profiles, and report sales & support metrics.
caller journeys through call tracking"
article to learn more about analyzing caller journeys.
Gathering call insights
Call insights help you go beyond just identifying who called you, by learning about
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
consumer insights are critical to your marketing success"
article to learn more about the importance of gathering caller insights.
Caller profiles do a good job of indexing prior brand interactions and can be analyzed to provide
valuable sales and support feedback for your business. Organize caller profiles by desired attribute
using a customer relationship manager to identify which of your products or services are most
successful, or report
common questions and concerns that your callers have to tweak your product or service in the future.
Enable call recording on your campaigns to automatically record calls for more interpersonal
information about your call engagements. Monitor
caller, sales or support interactions to spot future growth opportunities and tweak marketing or sales strategies.
Speech recognition & keyword spotting:
Automatically send call recordings into VoiceBase to output simple text transcriptions
of your calls for further analysis. Utilize keyword spotting to scan transcriptions
and programmatically parse answers for questions such as "What do you like best about our product
line" or "Do you have any suggestions or concerns about our product line".
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