Customer satisfaction is a top concern for every call center. Even with all the processes a regular call center must manage, it can be challenging to determine whether your staff is providing adequate service.
Every time a customer reaches out to you, they want a quick and effective response. Despite this need, most call centers cannot identify what prompted consumers to call them, leading to reactive responses instead of proactive assistance.
This is where call tracking software, such as the Call Logic distribution platform from Phonexa, can be a game-changer. This call intelligence platform, which includes comprehensive reporting and automated call recording, provides a plethora of data about the performance of your agents and the quality of your phone calls.
How Does Call Tracking Help Call Centers?
You can track your call center’s performance using dynamic phone numbers generated by call monitoring software. You’ll see where your phone calls are coming from and which advertising, channels, and marketing initiatives are generating the most phone calls using this information. When consumers initiate contact, call monitoring can reveal why they are doing so, making it easier to gauge the success of both online and offline marketing activities.
Marketing and advertising take up a significant portion of a company’s budget, and so does the management of its call centers. These high costs make tracking your calls an absolute must. With call tracking, you can quickly bridge the gap between your online marketing and sales calls, resulting in a better customer experience and increased profitability.
By implementing call tracking software, you can keep your call center’s floor working at 90% efficiency. Your agents will always be able to communicate with consumers due to the robust load-balancing feature. The overflow of calls may be sent to agents who are ready to receive a call, decreasing wait times for customers and improving your call center operations. This allows you to run your call center at maximum efficiency.
Benefits of Call Tracking Software
Call centers for many organizations often handle customers’ demands for service and assistance. Like most of a company’s activities and divisions, call centers must be optimized for all-around effectiveness. They can do this as long as their call center metrics are tracked correctly, which is where the call tracking software comes in.
Keeping tabs on critical performance indicators is a significant benefit of this software. A good illustration of this is the need for call center supervisors to know how long it takes their workers to address client issues over the phone. As a result, managers also want to see how many phone calls are escalating up the chain.
While standard tracking solutions can do just that, a more sophisticated call tracking software like Phonexa’s Call Logic can do way more. Below are just a few features that make this turnkey solution from Phonexa stand out:
- IVR
A virtual receptionist for your call center might be beneficial if your staff is overloaded. It collects required data from callers by interacting with them through interactive menus. The IVR system then directs the caller to the appropriate agent based on the information gathered. - Automatic Call Distribution
A call distribution system may route all incoming calls depending on caller demographics when used in conjunction with an IVR system. Additionally, it can sort and queue calls based on operators’ availability. You may use your customized filters to distribute calls to further streamline the process.
- Call Details
All leads are described in full through call details, including whether they were sold or denied, their time stamp, where they originated from, whose buyer they were matched with, and whether or not they purchased any kind of goods or service.
- Call Dashboard
With call dashboards, you’ll see all of your campaign’s daily traffic and other critical performance data in one easy-to-read dashboard. This solution interface is priceless since it provides you with real-time information about incoming calls.
- Escalation Management
Comprehensive call center software effectively manages urgent customer support escalations. From the minute a consumer calls with an issue, they will be able to reach the right person.
Automated call distribution solutions come in various forms. Customers select the one that best fits their company’s needs and industry preferences. Suppose your company is interested in a call tracking system. In that case, you should determine which of the system’s capabilities most apply to your call center’s needs.
Final Thoughts
Implementing a call tracking suite into your call center can be expensive. The good news is that this software may be customized to meet the firm’s specific requirements. Even small companies may be interested in simple call center software, and big businesses may be looking for a software solution capable of doing slightly more.
Another potential drawback of implementing a call tracking suite into your call center is that managers need to know how to use this software package. After the onboarding process, they will be able to improve the efficiency of their call centers.
In the end, modern customers demand service via live chat, email, and phone. This can overload your support personnel, especially if the software platforms don’t integrate with one another. Your team can combine multichannel service efforts using a single call center software, improving the user experience for both customers and agents.
