What Is a Call Tracking System?

It’s always a challenge for businesses to attribute and monitor calls from different marketing tracking phone numbers listed on a business web page, offline ad, or digital campaign. It’s common for many businesses to use sales calls to contact potential clients and describe what their company offers.

Even though the approach to how businesses manage tabs on their outbound and inbound calls has changed a lot, the question of call tracking system implementation in their tech stack is still relevant. 

Monitoring sales calls has become crucial thanks to the development of sophisticated call monitoring tools, not only because they are required to attain proper attribution but also because they are indispensable in modern performance marketing technologies.

Still, many companies don’t give much credibility to phone tracking. Such views and beliefs appear from the undervaluation of phone conversations, frequently resulting in businesses missing out on new revenue prospects and high-intent leads.

Still, the issue is whether the call monitoring system can help companies analyse call attribution data to maximise the impact of their marketing budgets. If so, what insights ought businesses to acquire?

This article will discuss how sales call tracking works, the importance of inbound call number tracking, and the benefits for companies from implementing inbound call tracking solutions.

Call Tracking Software Operation

A call tracking system is a technique for collecting and sorting information about incoming phone calls. It enables marketers to identify who is calling their company and which marketing activities generate those calls.

The phone number tracking system will gather the following information:

• The phone number you received the call from
• The location of the incoming calls
• The source of your calls (which includes the campaigns, keywords, or advertisements that brought them in)
• The duration and time of incoming calls
• The quantity of calls your company receives

 

Phone tracking is a technique of associating phone calls to particular marketing channels, such as SEO, PPC, and other online and offline initiatives. Marketers may determine which marketing initiatives are producing the highest return on investment (ROI) and adjust those strategies accordingly by using phone call tracking software.

Dynamic number insertion (DNI) is used by call tracking services to allow corporate call monitoring. DNI provides a unique phone number to identify every source.

To track the calls, local or toll-free trackable phone numbers are assigned to the company’s phone line. Thus, when the clients dial trackable phone numbers, the calls are routed to your phone number automatically.

Let’s assume a client is on your landing page. DNI allows you to display a unique number based on the channel of origin. It means that when visitors get to your website via any of the marketing channels (organic search, referral, sponsored search, or direct), DNI will display a unique phone number to each of them and, when dialled, will associate any of their previous online activity with the incoming calls.

The given numbers are linked to a phone call tracking system, which makes call recordings and tracks the following information:

• Caller ID information (phone number, location, and name)
• Time and duration of the call
• Call origin (print, digital, PPC, SEO, keywords, etc.)

Tracking call numbers help advertisers target various sources, marketing campaigns, and keywords. Furthermore,  software that tracks the calls integrates with other features such as call analytics software, IVR systems, and predictive modelling, and it frequently includes IVR scripts, call recordings, call whispers, and more. As a result, advertisers can gain considerable flexibility while significantly boosting their campaigns and optimising their call distribution process.

The Value of Monitoring Inbound Calls

The main reason for brands to monitor phone calls is to get a comprehensive view of their ROI and ROAS. Businesses won’t be able to specify which keywords, webpages, or ads are the most efficient and get the most high-quality leads without using tracking software.

On top of that, the tracking solution also enables companies to see the number of inbound calls that resulted in sales or conversions. You can make better optimisation decisions and increase revenue with full attribution for your offline and online marketing initiatives.

Before you start getting benefits from call tracking, it’s important to understand whether a basic tracking service is enough to meet your requirements or whether a call intelligence solution is needed. The latter has a lot to offer in terms of cell phone call tracking and covering the gap between offline and online purchasing journeys.

This is a brief overview of Phonexa’s call intelligence platform, Call Logic, outlining its features and functions and how to use its call monitoring function to monitor incoming calls.

 

Businesses of any type can benefit from the additional services that Phonexa’s call intelligence platform offers, in addition to website call tracking software. Here are a few of them:

• Call recording: Businesses can automatically record all incoming and outgoing calls using sales call tracking software. This feature helps brands monitor sales representative-customer interactions, enhance training methods, maintain documentation, and fulfil the individual demands of each customer.

 

• Call logging: Phonexa’s tracking technology also logs all calls, which allows businesses to reconnect with potential clients and collect important customer data.

• Lead acquisition: Ping Post Calls 2.0 is an important part of Phonexa’s Call Logic that offers a customised solution for call lead acquisition. While lead buyers and advertisers can increase conversion and sales rates by obtaining just premium leads, publishers can utilise it to bid on particular call data qualities.

• Predictive modelling: Knowing the likely outcome of ad campaigns is a great help for businesses to determine areas of development, optimise their ad cost, examine past customer contacts, and better predict consumer behaviour.

 

• Call analytics software: Clear metrics allow companies to gather all call track data, spot trends, evaluate and simplify processes, make better decisions, and apply more effective marketing strategies.

• DNI: The outstanding feature of Phonexa’s software is a chance for companies to use many phone numbers and associate them with different digital assets, thus identifying the origin of each customer call.

• Call tracking reporting: Businesses may stay informed about the progress of their marketing and lead generation initiatives with the help of comprehensive, real-time information provided by online tracking solutions.

Let’s check how supplementary digital marketing services and call tracking software can increase leads and sales.

Smart Optimisation Using Call Attribution

When tracking the calls, companies can attribute phone conversations to the exact campaign, a visitor or a keyword. Call tracking software enables marketing attribution when a potential client dials a number from either a landing page or an ad and thus collects profile data. Then, this information can be merged with other data attributes to give a whole picture of what happens both online and offline, therefore supporting better-quality conversions.

That helps businesses make more strategic decisions for marketing optimisation. Moreover, call analytics can assist in capturing the keywords searched by the prospects before calling your company number. Businesses can quickly maximise resource allocation and marketing campaigns with this degree of detail. 

Improving the User Experience

Obviously, it’s crucial for businesses to know the origins of phone conversations and understand how to handle them. Thus, an important point in today’s market is to adjust the services to meet the individual needs of the clients. That’s the reason why companies must measure more than their marketing performance.

Using an inbound call tracker and granular analytics, businesses may employ insightful analysis of the consumer journey, customise the customer experience, and initiate more phone calls with high-intent audiences.

Companies that have the tools to monitor phone calls will gain from the following features that improve user experience:

• Call whisper: Agents and sales representatives might use a voice recording or a display message to receive context before speaking with a potential customer. Solutions like Phonexa’s Cloud PBX can tell the recipient about the lead’s origin and use the received information to align a conversation with the caller’s requirements.

• IVR system: The system can be used to customise a caller’s experience, record personalised messages, gather useful data, and route clients to the appropriate agent or representative.

 

• Call scoring: This function uses call records to collect important information, evaluate incoming calls, and assign scores based on predetermined criteria or KPIs. This, in turn, enables companies to determine promptly whether their contact centres have inefficient procedures, pinpoint consumer problems, and support agent training and development.

 

Sales Call Tracking Methods

The four common ways to track down phone calls, leads, and sales are the following:

Callback function	A practical online function that offers convenience to clients. The users wait for a callback after entering their phone numbers on the website. The callback is scheduled and frequently automated using mobile applications or web callbacks.
Call numbers tracking	It’s not based on the web. Traditional phone servers and special tracking numbers are used to register the incoming call.
Static number tracking	It helps advertisers to allocate separate phone numbers for both online and traditional marketing channels, such as TV, billboards, newspapers, etc.
Dynamic call tracking	It enables websites to exchange phone numbers with each visitor. The two primary techniques for dynamic call monitoring are channel-based and unique session tracking.

The following methods of tracking phone conversations should be used by businesses that want to measure the effectiveness of their work and guarantee proper attribution: 

Offline Call Tracking

It’s crucial to track the calls that originated from your offline marketing initiatives in order to remove the uncertainty and correctly calculate the return on investment. Let’s take a closer look at how tracking software interacts with offline media sources and advertisements.

This data helps you to identify areas where the ad campaigns are successful and direct them even further. In addition, it can increase conversion and maximise the style and content applied for offline ads.

Organic Call Tracking

Essentially, every business needs to understand what traffic their SEO campaigns bring to the website. Besides that, it’s crucial to know whether these visitors become clients. Brands can use tracking software to follow organic customers who contact them by phone and determine why they phoned and whether or not they converted.

For example, if a customer discovers your company through an organic search, they will see a unique tracking number throughout their visit to the website. When they call that number, you’ll know how they found you.

Paid Call Tracking

Phone call tracker software helps businesses avoid missing out on the paid search efforts that generate the most phone calls and conversions. Let us look at how it interacts with websites and click-to-call extensions.

Businesses may improve their SEM strategies by knowing which ad campaigns lead to phone calls with customers. For example, marketing professionals can save money on lead acquisition by increasing phone extensions during peak hours based on their knowledge of the highest-value search campaigns.

Benefits of Phone Call Tracking

If you’re a marketer or a business owner questioning whether to invest in sales call monitoring software, the following benefits should help you decide.

Lead Generation & Conversion Improvement

The primary goal of the tracking software is to improve lead generation and conversion rates. As call monitoring software enables businesses to learn more about lead sources and determine the actual location of calls, they may obtain as much detail as necessary to predict the outcomes of future marketing efforts and successfully adjust their strategies.

Marketing Budget Optimisation

Once businesses understand which marketing channels and keywords their target audience reacts to, they can apply data from the inbound phone call tracking system to redirect their marketing budget and invest more in high-performing activities.

Client Trust Increase

Businesses must be aware of how prospective and existing customers respond to their services, customer support, or advertising initiatives. With the correct phone call tracking software, companies can obtain insights into every conversation and conversion, as well as improve the customer experience to build client trust.

Critical Blind Spots Detection

Companies that use effective tracking solutions for business can gain access to various analytics tools and data that can help them focus their efforts and invest more effectively to increase revenue.

The Benefits of Call Tracking for Future Campaigns

Here’s a list of reasons why you should consider using a phone call number tracking solution for your future marketing campaigns:

• Get correct attribution for every conversion your call-based marketing creates
• Track and raise marketing ROI
• Optimise media costs to enhance the results of lead generation
• Improve client profiles using conversation data
• Optimise campaigns using comprehensive channel and keyword data
• Retarget clients according to phone conversation data
• Track and maximise agents’ and sales reps’ performance
• Enhance your marketing communications with IVR and call recordings

Problems That a Sales Call Tracking System Can Resolve

You can resolve a number of marketing challenges with the help of caller-tracking software. A phone call number tracking system can help with the following marketing issues:

• Which advertising platforms generate calls – You can determine which campaign led to each live interaction with prospects by linking a distinct tracking call number to each of your marketing channels.
• Which keywords trigger phone calls – You can learn which keywords attract more high-intent viewers and lead to phone conversations and conversions by using keyword-level call tracking. It can help you monitor PPC visitors and the keywords people search your company online for.
• Whether calls come from qualified leads – Call recording lets you check if calls originate from qualified leads. This helps you to prioritise follow-up with qualified leads and apply modifications to your campaign.
• Finding areas for development – Call recording offers a great amount of information and insights on how salespeople approach client phone calls. That will enable you to spot areas that require changes and improvement.
• Improving marketing ROI – A call intelligence tool can assist you in monitoring the performance of your marketing initiatives and optimise your marketing approach to raise marketing ROI.

Tracking phone calls is critical for businesses seeking to boost call volume and revenue. It is an efficient instrument that allows small businesses and corporations to assess which online and offline initiatives successfully generate web and phone leads. Knowing which techniques perform best for your organisation will help you distribute your budget more effectively, resulting in better conversions and higher ROI.

Book a demo to discover how Phonexa’s call tracking software can help your business obtain detailed call attribution and reach better performance via campaign optimisation.

Frequently Asked Questions

What are inbound calls?

Phone calls initiated by current or prospective customers are called inbound calls.

What is phone call tracking?

It is the process of identifying where and how phone calls originated. It enables organisations to analyse and optimise the effectiveness of their marketing efforts and plans by giving call track data that reveals what prompted inbound calls.

What is IVR  for call tracking?

IVR stands for interactive voice response, an automated phone system that enables prospective and existing customers to obtain specific information or speak with a live person via a touch-tone or voice-based menu.

What is a call tracker number?

A tracking call number is a special number allocated to a specific marketing campaign, allowing companies to get important call data and assess an ad campaign’s effectiveness.

How do I find out where a tracking number routes to?

When a corporation receives a tracking call number, it must provide a destination number. In this way, businesses can ensure that clients who dial one of the trackable phone numbers are directed to the correct location.

How much time does it take to track down a phone call?

Since incoming calls are usually recorded as soon as they are placed, there is no minimum time a customer must remain on the line.

Why is a call number tracking system important?

The software for number tracking works as the basis for marketing attribution. It helps collect data such as call origin, important consumer information, and insightful analysis of the caller’s path. Companies equipped with this information may create tailored and personalised offers, improve customer experience, train call centre staff, and make wise marketing decisions.