What is the Difference Between Call Tracking and Call Analytics?
This blog will discuss a few of the differences, help you determine if call analytics can help you, and make you laugh.
Here are the facts:
Call tracking has been around for many many years. There are probably 30 call tracking vendors out there. Of those 30 call tracking vendors I would say that about 10 have good products.
Bottom line: there are options for call tracking, but not that many.
Call tracking allows marketers to trace back where calls are coming from. It shows you whether you are getting more calls from your website, yellow-pages, PPC campaigns, direct mail campaigns or some other source, etc. Call tracking also helps you discover which organic search terms are bringing in traffic, traffic that sees and than calls your tracking phone numbers.
Call analytics is very different than call tracking. Call analytics is like call tracking on performance enhancing drugs. (Except we won’t have to do a tell-all interview with Oprah after denying for years that we used…but I digress). True call analytics is just now becoming available for businesses in their marketing efforts.
Basically call analytics tracks what happens during the phone call based on words and phrases actually said during the conversation. So instead of simply getting source data about calls (traditional call tracking does this), you can now get in-depth data about what happened during the call.
For the first time call analytics are rising to the level of web analytics–giving you behavioral data, demographic information and a true lead score based on what happens and what is said during a phone call.
Our system does all of this in an automated way with speech recognition technology OR you can do it with our tools manually via listening to calls and creating scorecards.
You can listen to real life recordings of conversations that happen through every phone number. That’s right, you can download, analyze, tag, comment, and score every call that you ever receive. With social media inspired tagging and commenting abilities, you can find and refer back to any call you want to highlight.
If you want to show a good example of how one of your employees close a sale, simply tag the moments in the phone calls with great examples of this and find them conveniently in Convirza.
You can make your own scorecards or use our templates to score your different calls in order to separate your good calls from your bad calls. Leave comments and send different recordings to sales team members to point out good or bad sales techniques during real calls.
With call tracking, you know where to focus your marketing efforts and where you will gain the most traffic, the most calls, and where you should be investing the big bucks.
Call analytics can provide information even more important than call tracking. Although it is important to know which sources are generating calls, it is perhaps more important to track what happens during the call.
It is important to know that your sales is team is using effective sales techniques to close deals.
It is important to extract information like lead scoring, propensity to buy, location, future marketing plans, and even close rates from the calls themselves.
Call analytics is like call tracking on steroids. It is like call tracking after a year of lifting weights. If call analytics is fancy new BMW, call tracking is like a 83 Chrysler that your grandma drove until she died.