September 30, 2021

How Marketers Use Call Analytics to Drive More Phone Leads at a Lower CPL!

You know it's time to take your marketing strategy to the next level when you're still getting a lot of calls, but not enough phone leads. That's where call analytics comes in. This post will show you how marketers use call analytics to drive more phone leads at a lower CPL!

Call analytics is a valuable marketing conversion that call center agents can use to improve customer experience and agent productivity. 

It enables you to better understand the sentiment and trends of customer conversations, which will help you optimize your marketing, SEO, and PPC campaigns by tracking detailed caller demographics and marketing attributes. 

In this blog we will discuss everything software can do for your business.

Call analytics enables call center agents to analyze and increase revenue by improving call outcomes. It provides detailed reporting which will show you the performance of every call, including call duration, time spent on hold, abandoned rate & more. 

The software also captures rich market data allowing marketers to better understand caller intent so they can improve their marketing campaigns with a higher ROI.

It’s software is a call center tool which allows marketing teams to track the performance of their call-based campaigns, including call duration and time on hold. 

It also gives marketers rich market data that helps them understand caller intent so they can improve their marketing campaigns with a higher ROI. 

By recording each customer’s demographics, It provides call center agents with a better understanding of each caller’s motives which helps them serve customers more efficiently.

Call centers can use call software to provide customers with high-quality service by improving call outcomes through detailed reporting and market data so marketers know their ROI is higher than ever before. 

The software also gives marketing teams the ability to track call-based campaigns, including call duration and time on hold.

This call center tool will allow call agents to understand each caller’s motives with detailed demographics, helping them serve customers more efficiently.

Marketers use this software for analyzing and increasing revenue by improving call outcomes through rich market data which allows marketers to better understand the intent of each call. 

It also gives marketers a closer look into their campaigns including call duration and time on hold. 

It provides call center agents with a better understanding of each caller’s motive, helping them serve customers more efficiently by recording every customer call in detail.

Marketers use this analytics to analyze and increase revenue while improving call outcomes through rich market data that allows marketers to understand the intent of their callers better. 

It will also give marketers a closer look into their call-based campaigns including call duration and time on hold.

 By recording every customer’s demographics, it provides call center agents with a better understanding of each caller’s motives which helps them serve customers more efficiently.

How Does It Work?

Each of your marketing sources is assigned a unique trackable phone number, which is how call analytics works.

 When a call is placed, these phone numbers record information about the caller, such as the caller's name, phone number, geographic location, and the marketing source that led the call. 

The programme then records the chat and transcribes it using speech-to-text technology. 

Finally, AI analyses the transcription to expose actionable data at scale, such as if the caller was a sales lead, whether they exhibited urgency, what products or services they enquired about, whether they converted to a client, and so on..

 The software uses a unique phone number to track each call and record key data such as caller name, number, location and marketing source. 

The programme then records the chat and transcribes it using speech-to-text technology which analyzes the transcription to expose actionable data at scale like whether they were sales leads or showed urgency when calling for help.

The software gives marketers the ability to better understand their callers with detailed demographics and market data while improving call outcomes through rich market data which increases revenue by providing agents a closer look into each caller's motive leading them to serve customers more efficiently. 

The programme records every customer call in detail, giving call center agents insight into what motivates callers, helping them serve customers more efficiently. 

It provides call center agents with a better understanding of each caller’s motive, leading to higher call resolution rates while providing marketers with detailed demographics and market data which increases revenue by giving call-based marketing campaigns rich market insights that help you see into the intent of your callers making it easier to serve customers more efficiently. 

Software gives call center agents a better understanding of the caller’s motive by recording every call in detail which leads to higher call resolution rates while providing marketers with detailed market data that increases revenue because it allows you to see into the intent of your callers for improving customer experience and agent productivity.

What are the Benefits ?

It provides marketers with rich market data which allows them to better understand the intent and trends of customer conversations providing a closer look into their call-based marketing campaigns. 

It also gives marketers detailed demographics and market attributes for improving customer experience and agent productivity. 

The software helps you optimize your call-based marketing, SEO, and PPC campaigns by tracking call durations, time on hold, call transfers to sales reps or other call centers as well as how many times a caller reaches out for help. 

It provides you with actionable data that helps marketers better understand their callers which increases revenue from more accurate lead qualification while improving call outcomes through rich market data that allows call-based marketing campaigns to improve call resolution rates. 

The software gives call center agents a better understanding of the caller’s motive by recording every call in detail which leads to higher call resolution rates while providing marketers with detailed market data that increases revenue because it allows you to see into the intent of your callers for improving customer experience and agent productivity. 

It gives marketers the ability to better understand their callers with detailed demographics and market data while improving call outcomes through rich market data which increases revenue by providing agents a closer look into each caller's motive leading them to serve customers more efficiently.

What Industries Should Use Call Analytics Solutions?

It is used by call center agents of all industries to better understand the sentiment and trends of customer conversations. 

The programme records every call, giving call-based marketing campaigns rich market insights that help you see into the intent of your callers making it easier to serve customers more efficiently.

The software helps call-based marketing campaigns to improve call resolution rates as well as providing marketers with detailed market data which allows you to better understand the intent and trends of customer conversations.

What Data Can Analytics Solutions Capture?

The software provides varying levels of insights, depending on if they use AI to analyze calls and the ability of their AI to uncover insights. Below is a list of some of the insights Invoca can capture from inbound calls:

  • The channel, campaign, ad group, keyword, and webpage that drove the call-based call The device on which the caller interacted with your marketing
  • The call's date and time
  • The name of the caller The phone number of the caller
  • If they're a new or repeat caller, the geographic location from where they called
  • If the phone was answered if the call was put on hold if the call was put on hold if the call was put on hold if
  • How long did the caller have to wait on hold?
  • If the caller hangs up on you,
  • The duration of the conversation
  • If it was a chance to make a sale or set up an appointment,
  • What items or services the caller is interested in The call's lead score, based on the conversation, on a scale of 1 to 10 If the caller is planning to make a purchase soon
  • If the call resulted in a transaction or an appointment, it was a success.
  • If a customer service issue arose during the contact

Examples of Call Analytics Reports

1. Call Tracking Reports- 

Helps marketers to see callers’ interactions with digital ads and websites

- helps you understand which keywords, ad groups, campaigns or webpage links drove callers

- displays the call's date and time as well as a complete transcription of what was said during the call. It also provides details about who is calling such as their phone number, call duration, call lead score and if a purchase was made.

- helps marketers to see callers’ interactions with digital ads and websites

-- call tracking reports show you user's interaction with your site or ad campaign which makes it easier for call center agents to serve customers more efficiently

 - helping them answer questions faster since they have all the information they need at their fingertips which makes call resolution rates higher.

- shows callers interactions with digital ads and websites

-- call tracking reports help marketers see callers’ interactions with website links such as lead generation forms, contact us pages or product purchases to better understand the intent of your callers for improving customer experience and agent productivity

 - callers call because they are interested in what your company has to offer


2. Call Transcriptions

Call transcription reports provide call center agents with a transcript of each call.

- callers' thoughts and feelings are captured in real time, allowing call centers to know exactly what their customers need 

- making it easier for them to answer the customer's questions faster since they have all the information at their fingertips which makes call resolution rates higher

-- keep updated call transcripts in real time and allows call center agents to know exactly what customers need

-- call transcription reports provide call center agents with a transcript of each call which makes it easier for them to answer the customer's questions faster since they have all the information at their fingertips 

- making call resolution rates higher.

- helps marketers understand intent by capturing thoughts and feelings in real time

-- call transcriptions help marketers understand caller's intent by capturing thoughts and feelings in real time, allowing call centers to answer questions faster since they have all the information at their fingertips

 - making call resolution rates higher.

3. Agent Performance Scorecards- 

Call center agents receive reports in real time so they can answer callers questions more efficiently.

- call center agent is able to view their call metrics and goals from a single screen

 - helping them focus on high priority tasks which makes call resolution rates higher

-- keeps track of the number of calls answered, abandoned or dropped as well as call resolution rates

-- call center agents receive reports in real time so they can answer callers questions more efficiently.

- call summary metrics provide quick access to all of the most important information about your calls, helping call centers improve agent productivity by focusing on high priority tasks

 - making call resolution rates higher.

- helps marketers understand intent by capturing thoughts and feelings in real time

What Are Popular Analytics Integrations?

1. Google Ads-

help marketers understand callers interactions with digital ads and websites

- helps you track call conversions from your Google Adwords campaigns call center agents are able to see which keywords, ad groups, campaigns or webpage links drove callers.

 This allows them to answer questions faster since they have all the information they need at their fingertips making it easier for call resolution rates higher.

2. Using Salesforce

Call analytics data is passed into Salesforce, allowing marketing teams to determine the true value of calls generated by their campaigns. 

You can link calls from each channel, campaign, ad, and search phrase to prospects, opportunities, and downstream revenue, and utilise that data to verify ROI and make smarter marketing optimizations to boost revenue and reduce waste. 

Salesforce provides sales teams with fresh caller analytics, allowing them to better understand their prospects and customers, personalise follow-ups for the most likely to convert leads, and discover the most effective techniques for converting callers into customers.

3. Instagram and Facebook

You can see how well your ads are driving phone call leads when you pass call analytics data into Facebook Ads Manager. 

Then you can allocate your budget to the advertising that are resulting in the most conversions, both online and over the phone. 

Furthermore, you may use the correct ads to retarget prior callers (both leads and customers) from Facebook and other channels, or you can broaden your reach by targeting new lookalike audiences who are similar to your most valued callers.

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Heba Arshad

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