Making informed business decisions with call analytics

The Alltel Team
The Alltel Team

Here’s something you might be overlooking: your phone bill usually comes full of graphs and pie charts that contain important information. It may not seem like it, but they’re a great way to predict customer behavior and to gain a competitive advantage.

Those graphs are the most basic way you can start performing call analytics. When utilised well, it can prove invaluable for any business looking to make relevant, accurate, timely and smart decisions on their inbound calls.

There’s even specialized software for call data analysis & tracking, like our very own Analytix suite. They typically include real-time reports on things like the origin, duration, and peak days or hours of phone calls.

To fully utilise this source of information, here are some practical applications of call data in increasing sales.

Evaluate your current marketing strategies.

Inbound numbers are great tools for determining which marketing efforts produce leads that convert into sales. With a call analytics suite, you can tweak the scale and targeting of ads that work.

You can even use a different inbound number for your website, flyers, and referrals so you can optimise the advertising channels that bring measurable ROI. This can be done through interactive reports that let you track which channels are getting calls, and which aren’t.

Filter high-quality leads from low-quality ones.

Analysing reports on call duration or return call rate may help you distinguish high quality from low quality sales leads. For example, short calls might typically be chalked up to misdials or hang-ups. Meanwhile, if your inbound calls tend to be long but non-converting, you can improve your scripting or tweak your sales process to increase conversions.

Some solutions (like Analytix!) even let you follow up on those leads from inside the interface, whether through outbound calls or SMS.

Ultimately, one of the goals of call analytics is to help you reduce costs through effective and responsive management. By focusing your efforts towards locations with high quality leads, you can rest easy knowing your calls are more likely to convert into sales.

Integrate data to get a better understanding of customer behavior.

Make data concrete by integrating it with your other CRM tools. System features such as call recording can give you unparalleled insight into your callers. Not only do you get details on caller profile, you also get a look into the content of the conversations.

By performing quality assurance monitoring, you can determine what contributes to closed sales and which practices can be improved to minimise missed opportunities.

Stay on top of call volume and call trends.

The volume of calls and their origin is vital information to have, especially if you’re focused on strengthening local or national presence. The reports can reveal where your callers are located, letting you make informed decisions on possible service expansions.

This data can also be used to inform staffing and scheduling decisions. Knowing your peak hours helps you make sure that missed calls are avoided, and customers are answered quickly.

You may also track the productivity of your staff in terms of answered calls, sales closed, and total phone conversion rate. This valuable data will come in handy when it comes to making decisions meant to improve call quality and service delivery.

Start tracking and analysing your calls today.

In summary, call analytics is meant to provide you data that bridges the gap between your online activities, and the offline phone calls you receive. Take advantage of the information available to you to make better business decisions.

Make the right calls with Analytix.

Ready to start tracking & analysing calls? Look no further than our Analytix suite. It lets you make the most of your inbound numbers with the help of automated call tracking features, real-time reporting, smart call recording, SMS management, and more. Drop us a line at 1300 255 835 or click here to learn more about Analytix.

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