In honor of World Statistics Day, we applaud the programmers and data scientists who spent more than 40,000 hours developing Convirza’s Conversation Analytics® service. Each day hundreds of Convirza clients use call tracking statistics to enhance and enrich their marketing.
The truth is World Statistics Day is only celebrated every five years. The next official World Statistics day will be October 20, 2020. But we cannot wait that long.
Convirza’s dedication to call tracking statistics and call analytics produces unparalleled information that we have to share.
Conversation Analytics® automation uses sophisticated speech recognition technology and thousands of proprietary algorithms to analyze the content of phone calls. It listens to the words and phrases said on the call to determine what happens during the call. The data is organized these into call metrics or ‘Indicators.’
Here is a high-level view of several key findings our Conversation Analytics® software generates. Call tracking statistics prove that the following eight indicators are important aspects of calls that convert.
The lead Quality Score was 65% higher on converted phone calls than calls that did not convert.
Conversation Analytics® service provides phone lead scoring. Leads are given a score ranging from 0 to 100. The score is produced from the words, phrases, and context extracted from the phone call.
Employee Sales Skills were 41% better on phone calls that ended with the desired result. A phone call classifies as successful when a person sets an appointment, books a service, or purchases a product during the conversation.
This indicator is hugely influential. When agents Ask for the Business, they are 10.4 times more likely to convert marketing leads into customers.
Any person that answers inbound phone calls needs to be professional. Also, manners and courtesy effect call outcomes. Calls that convert are 2 times more frequently handled by agents with good Phone Etiquette.
Beyond Sales Skills, people who speak with consumers should ask open-ended questions. They also must listen and try to understand the needs of the person on the other end of the phone. Agents who can Determine Needs are 75% more frequently on converted calls than non-converting phone calls.
Ownership Language was used 78% more by agents who helped callers convert into customers.
When the agent uses phrases that take responsibility for the caller’s requests, this is classified as Ownership Language. Examples of such sentences are: “What I can do is…” and “I can assist you with that.”
Other crucial indicators for call conversions are Phone Number and Sales Inquiry.
Conversation Analytics proves that Politeness pays off. Employees who converted callers had an average Politeness score of 36% higher than agents who were unable to convert callers.
The Length of a phone call factors into whether or not the call is productive. Converted Calls were 42% longer than non-converted calls.
The average length of calls recorded is 4 minutes and 9 seconds. And the average number of words in each phone is 528.
One last statistic that is tabulated by Convirza —
When 8 out of these 10 indicators occur on a phone call, callers convert more than 80% of the time.
Now that is a valuable call tracking statistic. Happy World Statistics Day!
We would love to hear how you use call tracking statistics in your business.