How Do Call Analytics Work?

Before we get into how call analytics work, Touchstone BPO wants you to understand exactly what call analytics are.

Call?analytics?involves?measuring,?collecting,?analyzing,?and?reporting?call?data. Your?marketing,?customer?service,?and?sales?teams?can?use?call?analysis?understandings?to?improve?their call?handling, and campaigns. However, this is a small summary. The?primary?goal?of?integrating?call?analytics?is?to?optimize?tracking,?managing,?and?analyzing?the?call?performance?of?your?customer?service?or?sales?representatives. This allows the user to?maximize?their?return?on?investment?(ROI). With?tremendous?technological?improvements,?various?modern?call?analytics?software?now include?data?from?conversation?content.

This?may?include?distinguishing:

?????? i.????????? “Which?callers?were?qualified?leads?”

????? ii.????????? “Products?or?professional?services?the?leads?showed?interest?in.”

??? iii.????????? “What will be the impact if the?leads?convert?to?customers?”

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These insights can be applied to:

a)???? Identify issues that are negatively hurting your conversion rates.

b)??? Create well-thought-out campaign budgets.

c)???? Target each caller with advertisements based on the content of their discussions.

d)??? Drive numerous leads at a lesser Cost per Lead (CPL).

We now know what call analytics is, which leads to the next question.

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How Do Call Analytics Work?

Traditionally, call analytics are used to collect data through call tracking to gather important caller information.

The data can range from the source of a call to an entire marketing campaign. It could also be as subtle as determining whether the call is the product of paid or organic online traffic from a certain landing page. One of the beneficial features of call analytics is that it can also record calls for future analysis or transcription for improved record-keeping. Advanced call analytics solutions frequently utilize Artificial Intelligence (AI) to scan call transcripts for significant keywords and phrases to ensure proper lead scoring. Call analytics data can be used to track customer service, marketing, and sales performance and trends.

The customer support and sales teams can review the call recordings and transcripts to learn from the conversations.

However, it continues!

Using call analytics data can lead to better optimizations, decisions, and outcomes These can be used for tools for digital advertising including Google Ads, Microsoft Advertising, and Facebook, as well as Martech tools like Google Analytics, Matomo Analytics, and Adobe Experience Cloud. CRM solutions include Microsoft Dynamics 365 and Salesforce.

Nonetheless, these were just a few of the tools we named, there are many more that are included.

Are you prepared to use call analytics yet? If so, reach out to Touchstone BPO, and we’ll see what we can do for you.