Big data expands every day, and its general knowledge now that businesses needs to leverage on it for success. However, without the right tools, this may be tougher than it seems. Unless you know how to effectively grill down and use the data to your business’ advantage, it doesn’t have any value. One such area that has been gaining attention lately is phone analytics. If you understand how your marketing phone calls go, you can prepare your company to become more competitive.
Gaining Insights into Phone Calls
There are already some companies out there that offers products which allows you to access both the overview of your historical and real-time data of your phone usage. While the call center industry might get the most use out of these products, other companies can still use this information to adjust their marketing strategies. No matter how small your budget is, there are numerous affordable methods of tapping into data on phone call usage. One method of tracking your calls is recording and converting calls to text. When you use a transcription service, it only takes seconds, and you can easily correct it before analysing the data. This method ensures that the data is accurate.
Why Track Your Phone Calls?
Monitoring and analysing your phone conversations (in call centers) can help your business ensure that your customers have a good interaction and identify gaps that requires further training in order for your employees to perform well. If you don’t track your calls, you won’t be able to determine how well your sales team does with follow up conversations. Knowing how well your strategy works allows you to make adjustments as needed. For example, do you get better results on certain days of the week? Perhaps certain times, such as the afternoon, work better. If you notice trends in days that don’t do as well, maybe you can adjust your strategy to get better results during those times.
Sometimes, it just takes a quick script change to give your conversion rates a boost. Or you might decide to offer more training to your agents to help them drive customers toward the sales funnel. Your clients might be more responsive once they get information from other areas first. Remember it’s not all about analysing the time, length, and date of the call. If you transcribe the call, you can search the keywords in each conversation or figure out which ones are being used the most. Look at how they are used and how they impact the customer. It’s a good idea to determine the language your staff members are using during calls and how your clients respond to it. Don’t be afraid to tweak your strategy however much you need to.
Phone Analytics is the Future of Marketing
Analytics can change the way marketers work. The more data you have, the more targeted and precise your campaigns can be. It’s all about personalisation, and you can improve your customer service response by learning from the data you have available.