Response reliability can be a critical issue when companies route inbound calls to more than one location. Back in the 90s, call centers packed with cubicles were the optimal choice for most reputed companies.
Today, the meaning has changed, albeit a bit radically! The term “call center” now refers to cube cities or work-from-home responders, and companies have gradually been waking up to the reality that 800 prefix toll free numbers can lead to better customer response.
Surprisingly enough, what emerged as a major stumbling block for employers relates to hiring people with the ability to maintain standards of response that preserves the company’s brand or corporate image.
Call tracking is one way to solve that issue.
#1 – Assigning Separate Numbers to Separate Campaigns
Separating phone numbers by campaign allows for analysis of responder groups, generating the best success rates within that campaign division. Once known, discovering differences in the calls may offer more info on the length of time on-call, in regards to generating customer trust or enhancing client loyalty, asking for the sale or satisfying service needs, or methods to calm angry customers.
Implementation of the most successful methods is the final step for continued consistency. For example, 1-800-DIAL800numbers is known to build a brand image for a company but it cannot contribute to tracking customer responses, across different departments.
#2 – Creating Foundation for Remote Management
Employees that work from home are generally more loyal to the company than those who are frustrated by aggravating commutes to a central location. Add to that, businesses can cut overhead costs by streamlining the size of buildings or eliminating supporting structures for off-site call centers.
Establishing a method that enables a manager to monitor inbound call traffic to individual employees, along with other important analytics is critical to the success of the project.
#3 – Tracking ROI by Campaign
Capability of tracking ROI by individual campaign plus individual employee response elevates the company’s knowledge of what really works vs. what is expected to work well. Nearly every enterprise that has audited campaign success discovers that their gut feeling about which strategy generates leads is wrong.
For example, Google used call tracking of its mobile searches to determine the value of mobile search for local businesses. Astoundingly, the audit revealed that 70% of all ad strategies directed at local mobile users resulted in an inbound call. Google AdWords now has data for local search.
#4 – Tracking Response Volume between Call Centers
Correct routing to balance the volume of inbound calls to various call centers is less costly and more effective than rerouting calls when a queue becomes overloaded. By analyzing volume by days, times and campaign, restructuring response becomes a tad easier. Businesses save money by decreasing overtime as well as rerouting charges; increases in sales are inevitable when fewer calls are lost in ransit.
#5 – Tracking Traffic Patterns by Call Origination
The origination of calls is another way to save on routing costs. If you know that more calls are placed from the U.S. on Tuesday, Thursday and Saturday along with block times showing highest volume, staffing for routing numbers closest to the locale is an economical way to increase your ROI.
Summary Reports
Having the ability to summarize data reports that demonstrate important information about the campaigns’ results– with accurate evidence– is vital to business survival in a tough economy. Utilizing tracking software is the very first step to realistic assessments.
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