Answered: Your FAQs about call tracking

With so many different types of software and tools available for businesses, there’s much to consider and investigate before you choose the right one for you. 

Finding the perfect business tool, will not only help you build a better understanding of customer experiences and behaviours, but significantly increase your lead and sales generation, and thus, your return on investment (ROI).

In your pursuits to find new, innovative strategies which will help elevate your business, it’s likely that you’ve come across call tracking software. This business tool is one of the most effective and efficient examples of expert business software.

Therefore, you may be looking to explore call tracking further, and find out everything you need to know before purchasing.

With this in mind, here are the answers to your top FAQs about call tracking.

  1. What is call tracking?

Call tracking software is a business tool used to extract various forms of data surrounding customer calls. The software links to your phone system, and the detail of every call – whether outgoing or incoming – will be captured by the software so it can be thoroughly analysed.

The software will have various metrics and features to determine the data that’s collected from each call. The data provided can be easily reviewed and evaluated on the software, in a clear, informative structure.

  1. How much does the software cost?

The price of your call tracking software will vary with each provider, as they will have their own unique plans available for you to choose from.

However, it’s best advised that you conduct focused research in the market, and find an expert provider who offers optimal software at a competitive price – such as Mediahawk’s call tracking system, for example.

  1. What features are included in call tracking?

Call tracking includes a range of different call metrics and features, including:

  • Customer journey mapping – This establishes every single touchpoint a customer engages with before, during, and after a call, forming an entire journey map with your business. This accurately forms a customer profile.
  • Speech analytics – This analyses every call conversation, and is capable of identifying a range of keywords spoken in the call. This can be reviewed later at any time, and can highlight patterns in customer behaviour. 
  • Recording and transcribing – Every call is recorded and transcribed, so that it can be evaluated at any time for vital information.
  • Call length – This logs how long each call lasts.
  • Queue and ring duration – Shows the duration of a call’s ring, and how long a customer waited in a queue.
  • Call location – Geographic reports show you the cities, towns, regions and countries your callers are located in.
  • Missed calls and abandonment rate – This data reflects the number of calls that you missed, as well as those that were abandoned before answering.

These are only a few of the intricate metrics and features provided by call tracking software.

  1. Who can use call tracking?

Call tracking can, and should, be used by any business striving to excel their improvement in every aspect of its performance.

If you’re looking to gain a better understanding of who your customers are, what they need, and how they are engaging with your business, then this software is perfect for you.

Also, if your ambitions include becoming the leading business in your industry, and you want every expert tool in your arsenal to achieve your business goals, then this is another reason why you should implement call tracking.

  1. Is call tracking compatible with other tools?

As long as you choose the right software provider, call tracking can be integrated smoothly into your business, alongside your other favourite tools that might be in use.

You can establish custom integrations to improve ease and accessibility, and suit the exact operation style of your business. 

A few of the tools you may be able to integrate with include Google’s Suite, HubSpot and Facebook, for example. 

With the answers to these top FAQs about call tracking, you’re now one step closer to finding the perfect call tracking software, and reaping the benefits of improved business performance.


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