How to Make Data-Driven Decisions with Accurate Call Data

Call tracking is the kind of intelligence every organization needs. You can get invaluable insights into the time and duration of the call, caller location, and more. This data then empowers you with understanding which calls are closing leads and driving sales versus which ones aren’t.

In fact, data claims that organizations that leverage customer analytics reap unimaginable revenue, sales, and ROI benefits:

However, the challenges of leveraging advanced filtering for call tracking are one too many to count. In this guide, we will explore the issues contact centers face when streamlining call tracking expansion and look at possible solutions for the same.

Challenges in Contact Center Call Tracking Expansion

Expanding your contact center’s call-tracking abilities comes with various challenges:

• Scalability is tough: As your contact center grows, handling a larger volume of calls and data can become a Herculean task. If your call tracking system is unable to scale and accommodate increased call volumes, your data will be skewed and biased, making it pointless.
• Data integration can be challenging: Contact centers often use multiple systems for customer relationship management (CRM), call recording, ticketing, and analytics. A seamless call-tracking experience is only possible if all these data points come together to provide a complete overview of the call (and the customer)—a rather time-consuming process.
• Adhering to data privacy and compliance laws can be difficult: With regulations like GDPR and CCPA, it’s essential to ensure that your call tracking expansion complies with data privacy laws. For 90% of customers, it is easier to trust a company if they have a firm privacy policy.
• Accessing quality data is tricky: Tracking calls accurately requires high-quality data. Issues like call drop-offs, poor call recording quality, or incomplete data entry can negatively impact the effectiveness of your tracking efforts.

How Advanced Filtering for Call Tracking Helps Drive Data-driven Decisions

Personalized interactions are a universal ask among customers today. About 71% of them “expect companies to deliver personalized interactions—and three-quarters will switch if they don’t like their experience.”

And at the root of personalization efforts is acquiring high-quality real-time customer data. This is where advanced call-tracking software comes into play:

• Enhanced Data Accuracy: Advanced filtering ensures that you can isolate specific call data and improve the precision of your analysis. By extension, your decisions become more reliable as they stem from granular information. Examples of enhanced data include:
  • Call Duration Insights: You can filter calls by duration to understand which interactions are short or long, helping you understand what’s working and what isn’t.
  • Call Outcome Segmentation: You can categorize calls by outcomes such as sales, support, escalations, and more to see which areas need more undivided attention.
  • Agent Performance Drill-Down: You can also break down agent performance metrics by filtering data. Doing so will help you to identify the top-performing versus the ones that are struggling and need additional help.
• Customized KPI Monitoring: Customized KPI monitoring lets you focus on the key performance indicators (KPIs) that align with your business goals. Most call-tracking solutions allow you to add tailored filters to track and evaluate the metrics that are central to your organization’s success. Examples of KPIs you can add include:
  • Critical metrics such as first-call resolution, customer satisfaction scores, conversion rates, and so on
  • Comparison analysis of KPIs across varying time periods, agent groups, and products
  • Seasonal trends, including changes in time of day, to understand how KPIs fluctuate and how to prepare for peak periods.
• ROI-driven Trends and Patterns: You can also unearth hidden trends and patterns within call data, such as:
  • Customer behavior analysis to understand how customers navigate your IVR system/website before contacting the support team
  • Product/service popularity by assessing the emerging trends in customer inquiries and prioritizing product development/marketing efforts
• Segmentation: You can deep dive into gaining a pulse of different customer groups’ behavior as well as needs for targeted actions. Some interesting examples of segmentation include:
  • Demographic insights into customer age, location, interests, habits, and so on
  • Behavioral data for understanding customer behavior, such as frequent callers or first-time callers
  • Retention indicators to identify at-risk customers and develop retention plans that can improve their experience

Extract Qualitative Intel with Expanding Call Tracking Capabilities

Currently, 89% of large enterprises globally have a digital and AI transformation underway. Needless to say, being AI-powered and data-driven has emerged as a key differentiator for businesses.

If you want to make more sense of your call data, you need the power of automation. Try JustCall’s advanced call tracking capabilities – CallRoot, which allows you to track:

• Calling activity of a particular Team/JustCall Number
• IVR Extension
• Post Call Surveys

And more. Connect with the team to know more.