Key Considerations When Evaluating Call Tracking Software

Key Considerations When Evaluating Call Tracking Software

Call tracking software has become invaluable for businesses looking to optimize their marketing campaigns and improve sales. However, determining which solution is the best fit can be challenging with so many options on the market. Based on insights from Bogdan Tyskyy, General Manager at CallPage, here are the key factors to evaluate when selecting a call tracking provider.

Core Functionality

The core functionality of call tracking software is to provide visibility into phone calls generated by your marketing efforts. At a minimum, the solution should offer call recording, caller ID tracking, and campaign attribution. This lets you identify high-performing campaigns and keywords driving calls.

Advanced call tracking solutions like CallPage go beyond basic call counting to capture more contextual data through features like:

• Lead scoring based on web activity
• Multi-channel attribution beyond just calls
• Conversational analytics like call transcription and sentiment analysis

This additional intelligence helps segment and qualify leads to focus sales efforts on hot prospects.

View Featured Call Page Podcast: This episode of Software Spotlight features Bogdan Tyskyy, General Manager of CallPage in Poland, a software solution that helps businesses convert website traffic into sales calls. CallPage offers callback technology that prompts website visitors to request a phone call, then automatically connects them with a sales agent within seconds to increase conversion rates.

Ease of Implementation

When evaluating software, assess how easily it can be implemented on your existing technology stack. CallPage offers a simple one-line JavaScript code that can be added to any website to capture calls instantly. It also has native integrations and plugins for common platforms like WordPress, allowing for one-click installation.

For larger enterprises, look for call-tracking solutions with open APIs that connect to your other systems, like CRM or analytics software. An experienced support team that provides tailored onboarding is also essential for a smooth rollout.

Flexible Call Routing

Intelligent call routing ensures incoming calls are appropriately distributed to the right sales reps or teams. The software should support routing based on agent workload, time of day, or lead type. CallPage allows full customization of routing logic to match your workflow.

For global businesses, the ability to route calls locally by country is also essential. This ensures customers reach agents who speak their language in their time zone.

Scalability

Evaluate whether the call tracking platform can scale as your traffic and call volumes grow. CallPage can handle 20 monthly calls to over 25,000, making it suitable for small and large businesses.

For call centers, look for features like call distribution, customizable interactive voice responses (IVRs), and CRM integrations optimized explicitly for high call volumes.

Analytics and Reporting

The analytics and reporting functionality should provide visibility into critical KPIs across campaigns, channels, keywords, and more. Look for pre-built report templates as well as customizable reporting options.

CallPage captures comprehensive lead data and touchpoints across channels. This allows businesses to analyze the customer journey holistically to optimize every stage, from acquisition to conversion.

Security

Data security should also be evaluated, especially when handling sensitive customer information like phone numbers. The solution should offer encryption, data access controls, and integration with security tools like two-factor authentication.

Customer Support

The quality of customer support and training resources influences user adoption and satisfaction. Prioritize call tracking providers like CallPage that offer onboarding assistance, 24/7 live support, and proactive account management.

Ongoing training webinars and an online knowledge base with documentation are also valuable.

Cost

Pricing can range dramatically based on features, call volumes, and team size. CallPage offers a free 14-day trial to test out its solution. Paid plans start at $39 monthly for basic functionality or can be customized for each business.

Calculate your potential return on investment from higher conversion rates to determine an appropriate budget. The cost of the software will likely pay for itself many times over from improved marketing automation and sales efficiency.

Call tracking can transform a business's visibility into phone-based leads, enabling data-driven decisions to boost conversions. Consider these key considerations when researching options to choose the optimal platform for your needs and budget. With the right call-tracking partner, your sales and marketing teams will be armed with the actionable intelligence they need to drive growth.

Conclusion

Call tracking software is invaluable for businesses looking to optimize their marketing efforts and boost sales. Call tracking provides closed-loop attribution to reveal precisely which strategies drive calls and conversions by assigning unique phone numbers to different campaigns and channels.

The insights gained from call tracking and conversation analytics empower businesses to refine their marketing, improve the customer experience, and increase ROI across digital and traditional tactics. Industries that rely heavily on inbound calls, like automotive, healthcare, home services, insurance, and travel, see substantial benefits from implementing call tracking.

With its ability to connect online and offline data through detailed caller profiles, call tracking facilitates a truly omnichannel view of the customer journey. This comprehensive perspective allows marketers to target their efforts for maximum impact.

While call tracking capabilities have expanded significantly with new features like call recording, lead scoring, and CRM integrations, the core value remains – illuminating marketing performance through phone call analytics. Call tracking is an essential investment for any business that wants to boost leads and gain actionable insights.

Sign up for a free 14-day trial to experience the difference instant lead engagement can make for your business!

Watch our podcast episode featuring CallPage: On this episode, Michael Bernzweig welcomes Bogdan Tyskyy from CallPage to discuss their callback automation software that helps businesses convert website traffic into sales calls and hot leads in seconds. CallPage's customizable lead capture tools increase conversion rates by enabling immediate contact between website visitors and sales reps when interest peaks.