Call Tracking Goals: Measure Marketing Results and Improve Sales Performance

How do you define the success of your business?

While there may be a variety of factors that determine this, they will typically fall under one term:

Goals.

Strong businesses strive to meet or exceed a set of specific goals that often involve  growth and revenue.  But many of them fail to set measurable goals for their marketing and sales performance.

Most businesses define a marketing budget and set sales quotas but they lack goals that are designed to improve the effectiveness of their sales and marketing processes. This makes it almost impossible to optimize marketing strategies and hold individuals within these departments accountable for their progress.

Call tracking and Conversation Analytics make it possible to establish and monitor some essential sales and marketing goals. Four of these key goals include:

1) Campaign ROI

Setting goals associated with the ROI produced by your campaigns and tracking the results is essential for the bottom line of your business. Having this goal in place will allow you to determine the exact value of each phone call for your business.

2) Sales Skills

An exclusive feature offered by Convirza is call scoring. This tool gives you the means to measure the phone skills of your agents during actual customer interactions. When you are able to measure the performance of your sales reps you can set the necessary goals to improve the skills of individual employees.

3) Call Quality

The purpose of this goal is to determine how well your sales agents are making use of the full potential of each phone call. It scores customer interactions and takes into account all scores from all users as well as your call success rate to give you a call quality measurement.

This score is calculated with a complex formula that weighs the relationship between call performance scores and preferred call outcomes. For example, this goal can show you, which call performance scores are associated with specific levels of customer satisfaction or sales close rates.

4) Call Outcome

The Convirza platform allows users to classify each call as a success or failure. Once a user specifies an outcome that they would like to take place, the call will be graded according to the criteria set.

The “call success” goal measures the percentage of calls that have been marked as a success. While a successful call can indicate that a sale was initiated, it can also represent other goal completions such as having an appointment set or resolving a customer problem.

With any of the above goals, you can set up notifications to alert you when they are, or are not, being met. They can be sent to you via email or text message at anytime that you indicate.

These are goals that were created to specifically measure the effectiveness of your marketing campaigns and sales performance. Tailoring your marketing and sales strategy with the data tied to these goals can transform your performance.