inbound call analytics
4 min read
Companies who receive phone calls have a competitive advantage over those who don’t.
BIA/Kelsey says ‘phone calls are the new click’ and estimates that 73 billion calls will be made to businesses this year. (Source)
Plus, smartphones are ubiquitous. The constant changes to its technologies and the invention of the iPhone about ten years ago made ‘click-to-call’ effortless. This has ensured an unabated call flow to businesses. This advancement has changed the way telephone is viewed as a marketing channel. Only companies that adapt to this change have a fair chance of survival.
If you’re still ignoring your calls, let this blog be a wake-up call. If the following facts do not ring a warning bell in your head, I don’t know what will.
According to BIA/Kelsey,
Mobile calls now account for 60 percent of inbound calls to businesses. The number of mobile calls to businesses will climb to 170 billion in 2020. (Source)
Not convinced yet?
I am sure this blog post will convince you- Are You Ignoring Your Highest Converting Lead Source?
Long story short, though online efforts tend to become a priority in an increasingly digitized world, organizations should not underestimate the pronounced gravity of human interactions. No one can deny Louis Gerstner when he states,
“Computers are magnificent tools for the realization of our dreams, but no machine can replace the human spark of spirit, compassion, love, and understanding.”
When talking about phone calls, no brilliant business person will overlook the aspects of call tracking and Conversation Analytics®. In the last blog, we had promised to bring forth the advantages of call data unlocked using Conversation Analytics® services. And here we are to fulfill our promise.
Inbound Call analytics is crucial for a business win as they help you focus on the way that your business performs day in, and day out. Convirza Conversation Analytics® analyzes the call and spits out a variety of ‘indicators’ for each call. There are nearly 50 indicators already built-in to Conversation Analytics®, things like:
All of this data is based on the words and phrases spoken on the call. We, at Convirza, layered hundreds of thousands of algorithms on top of speech recognition technology. These algorithms look for specific keywords and phrases in phone calls. The existence (or not) of these phrases and keywords within a phone call allow Conversation Analytics® to determine if an event happened on a call.
Plus, we save your energy otherwise invested in creating the same custom reports month after month as Convirza Call Reporting™ Suite delivers information the way you need. The reports are fast to access and easy to use. Here is a list of reports we provide:
These are just a few to name. Convirza’s completely customizable suite is so clear and concise that data-driven marketers will get the knowledge to make the right decisions at just a glance!
Callers are sensitive. They care about their businesses. And Conversation Analytics® is the perfect tool to learn to cherish your relationship with your callers. An organization who doesn’t know the metrics of how the lead occurred, when they occurred, and where they occurred, is missing a massive oversight in creating the comprehensive view and improving their overall business performance.
Along with the caller details, information like how, when, and where; inbound call analytics will also establish other valuable information like. You can see:
The device from which the call was made also cannot be ignored. Now, it’s a no-brainer that your inbound lead calls convert at a higher rate than any other lead source. They have a shorter sales cycle than any other resource, and the customers tend to be more secure.
But it is also true that callers fluctuate by day, the time of day, the critical hour, the day of the week, and many other factors. For a certain organization, inside sales data suggests that Wednesdays and Thursdays are the most likely time for outbound sales calls. Call analytics will help you discover such data that is unique to your organization.
Every astute business owner realizes that without the ability to have inbound call analytics focusing on your business, you’re missing out on this piece of value. And when evaluating a call analytics service provider, he will make sure he chooses a company that can grow with him. The company will provide an advanced level of call analytics and then grow to call analysis.
All the above factors that your Conversation Analytics® service will track are critical to getting insight into your customers, their behavior, and things that are relevant to getting closer to them to write the right advertising at the raise.
Converting callers to customers is one of the toughest parts. At the end of the day, all I am worried about is the conversion rate and the revenue. I want the ability to see the conversions through the analytics of my calls. I want to identify the types of activities driving calls that convert. These capabilities turn into a high-level paradigm for my business. Plus, it saves money from being wasted. Conversation Analytics® is the best tool to achieve this.
Originally published on: Apr 13, 2018. Updated on Oct. 23, 2018