As a business today, you’re likely well aware of the value of data and analytics. You already track your marketing campaigns carefully to see which paid channels are the most successful, and you watch to see which products and services have the best profit margins.
While many businesses understand the importance of in-depth analytics, a large majority either underutilize or are unaware of phone call analytics.
In this post, we’re going to discuss what you need to know about phone call analytics, including what you can learn from them and how they can benefit your business.
What Are Phone Call Analytics?
Phone call analytics are exactly what they sound like: Detailed data about the phone calls happening within your business. You can see information like how many inbound calls you received, which team members are answering or missing calls, and see who is calling most.
How Do I Get Phone Call Analytics?
Not all phone systems automatically grant analytics, so choosing options that do are a great call.
The easiest way to receive reliable phone call analytics is to use virtual business phone systems like Tresta, which come with built-in analytics features included. There’s no software to install, and nothing complicated to do on your part; you can just view the analytics data in the web app from anywhere.
What Can I Learn From Phone Call Analytics & How Can It Benefit Me?
More analytics is always best, as you’re typically able to pull personalized, actionable information from data that’s coming directly from your brand instead of just an industry benchmark.
With Tresta, you’ll get detailed statistics and a close-up look at what’s happening on your business numbers. Let’s take a look at some of the most valuable things you can learn from phone call analytics with our business line and how you can use it to your advantage.
The Number of Inbound Calls Received
Monitoring the number of calls coming into your business should be a priority. You can monitor the amount of inbound calls overall, and the number of calls coming in by user or department.
This can help you in the following ways:
- You can monitor business growth, as steadily increasing volume of calls could be associated with consistent growth or successful marketing campaigns.
- You can keep an eye out for top-performing team members. Are one or two account managers getting a large bulk of incoming calls from diverse numbers? They may be best at outreach, and the rest of the team can learn from them.
- Whether you may need to hire additional help. If you’re getting one or two calls a day, a receptionist or call center may not make a lot of sense just yet. But if you’re getting two hundred calls a day, it may be time to reconsider. You can use your analytics to decide when to make this shift, and what kind of hours or plan you need from a receptionist or answering service.
Who Is Answering & Missing Their Calls
With phone call analytics, you can see detailed information about which individual phone number or group of phone numbers (like a “customer service department” for example) are answering calls, and which ones are missing calls.
Here’s how this information can help you:
- Assess the effectiveness of work-from-home programs. Are some of your team members working remotely and able to answer their phone more or less than in-office staff? Sometimes changes in an environment can impact different work tasks, and this can help you assess that.
- Determine when additional help is needed. This is one of the most crucial metrics to watch when you’re deciding about additional help. If your customer service team is reliably missing a large number of calls because they’re already on the line with another customer, for example, it means you need to get more help, either internal or outsourced through an answering service.
- Look for struggling team members. While some team members may have more calls than others or have more on their plates, if their team answers 80% of calls and the team member answers only 30%, it can flag something to check out to ensure that they’re doing alright and that your customer service standards are being met.
Call Details like Time, Date, & Caller ID
Phone call analytics allow you to see when a call was made, how long it lasted, and the specific caller ID that it came from. You can also see which number was called.
There are plenty of fantastic uses for this information, including the following:
- See how long it takes for users to get the help they need. Is your tech support team able to wrap up each call in a tight fifteen minutes and still have resolved the customer’s issue? That’s outstanding in some industries! It means they’re doing what they need, and have the resources they need.
- Track your marketing campaigns carefully. Thanks to call routing, you can create different phone numbers for each marketing campaign you run, or each marketing channel. This way you can see which PPC campaign actually drove the most traffic when, and what platforms are most effective. Imagine finding, for example, that your taxi-cab service gets clicks on your Google Ad all day long, but that 90% of conversion calls happen after 6pm and come directly from the ad link. You may choose to daypart those ads, or only run them at night, maximizing ROI.
Whether Voicemails or Call Recordings Are Associated with Any Calls
Curious if your customers are leaving voicemails or call recordings? Now you can find out, seeing how many calls were answered and how many resulted in voicemails.
This can help you in the following ways:
- You may find that high-intent leads call after hours. Let’s say you’re a lawyer’s office and work 9-5. Maybe high-intent leads need to call after they’re done with their own office work, and they leave messages, but by the time you call back they’re with another firm. This would be when you’d want to outsource to a 24/7 answering service.
- You can see how many important customer calls aren’t being answered. Theoretically, yes, all customer calls are important, but we know that some are more important than others. And if it is important, they’re more likely to leave a message.
The more information you have about your business, the better, and of course that’s true for one of your primary communication methods with customers. Phone call analytics can tell you a great deal about what’s happening with your teams and what kind of service your customers are receiving.
Finding a service provider with phone analytics will benefit plenty of businesses, even if it means making a switch now. In the long run, it will pay off.