Call Tracking Software

Call tracking software, also commonly referred to as call monitoring software, tracks and analyzes an organization's incoming and outgoing phone calls to help companies gain insight into how calls affect customer service, marketing efforts, and sales processes. Call tracking works by assigning unique phone numbers to each of the various channels or sources generating calls in a business, including online ads, marketing campaigns, or customer service channels.

Call tracking is a key feature in contact center software, to help companies understand where phone calls come from, as well as capture important data such as call times, durations, and call notes for a deeper analysis of customer-agent interactions. Additionally, call monitoring is an essential component within macro-level Customer Experience (CX) tools, to understand how call-related metrics contribute to to online customer journeys and overall customer satisfaction.

Call tracking capabilities are bifurcated by key departments such as customer service, sales, and marketing. Specific call monitoring features can be tailored to leverage phone interaction insights to improve customer service, increase sales, and improve marketing campaign ROI.

Call Tracking Capabilities for Customer Service Teams

The call tracking capabilities specifically designed for customer service teams include the following:

• Call listening: With call listening, customer service supervisors can listen to agents’ live calls and take notes to provide feedback and coaching for performance improvements.
• Call whisper and barge: With call whisper and barge, a contact center supervisor can coach agents during live calls or take over the call to help agents during complex customer service interactions.
• Call recording: Records customer service call interactions to be reviewed later and used for coaching or customer service process improvements.
• Agent productivity analytics: Agent productivity analytics use agent interaction data and metrics to measure customer service quality and response times, and provide insights to help improve performance.

Call Tracking Capabilities for Sales and Marketing Teams

The call tracking capabilities to support sales and marketing teams include the following:

• Campaign-level call tracking: Campaign-level call tracking involves purchasing a collection of phone numbers and assigning each static number to a particular campaign that a company wants to track. This feature is also known as static call tracking.
• Session-level call tracking: In session-level call tracking, each website visitor is assigned a unique phone number via Dynamic Number Insertion (DNI) to track data during their session. This feature is also known as dynamic call tracking.
• Visitor-level call tracking: Visitor-level call tracking tracks specific phone call data by ad, marketing campaign, or keyword to provide call interaction insights throughout the customer journey.