Fool me once, shame on you. Fool me twice, shame on me.
Some of our call analytics competitors claim they offer lead scoring for phone calls.
And, until we launched Conversation Analytics, we didn’t either. This blog post will keep you from being fooled by lead scoring pretenders.
Some call tracking companies seem to be confusing an IVR with actual lead scoring. I’m sure it’s an honest mistake.
They argue that an IVR (that thing where you can push 1 for sales, 2 for customer service, 3 for billing questions) basically functions as lead scoring because only ‘good’ leads push 1 for sales. Thus, it self-selective lead scoring.
Lead scoring and an IVR are two very different things. An IVR is NOT lead scoring. It’s…an IVR. That’s all.
Also, Convirza offers an IVR as well.
Lead scoring is looking for, and assigning values to, cues from the lead that would indicator interest in purchasing.
Companies like Hubspot, Marketo provide lead scoring for online leads. For example, Hubspot will calculate a lead score based on the interaction a lead has with a website or content. It could give 100 points to someone if they visit your pricing page, 25 points to someone if they download a White Paper, 15 points if they open an email, 10 points if they click through from an email, etc. etc.
Convirza’s Conversation Analytics works in a similar way. It provides actual lead scoring for phone calls. Conversation Analytics analyzes the words spoken on every call with speech recognition technology and then runs the content through hundreds of simultaneously working algorithms.
Every call is scored for lead quality based on the actual words and phrases the caller used on the call.
So, if a caller uses the phase ‘I’m going to need a new car insurance policy in the next 30 days or so’, that caller would be a better lead than the caller who said ‘I won’t need new car insurance for 6 months.’ (Even though they both pushed 1 on the IVR).
Or, if a caller says he’ll come into a tire shop tomorrow afternoon at 2:00, he would be a better lead than another caller that didn’t agree to come in.
Long story short: Convirza’s Conversation Analytics provides lead scoring for phone calls based on the words the caller says on the phone.
A IVR is NOT phone lead scoring. Conversation Analytics is.