Phone calls are one of the main things that drive a business’ revenue— the more phone leads you get, the more likely it is that you’ll make a sale.
However important these calls are, however, it’s impractical to manage all your business calls alone. This brings the question: how can you get better insight on who your customers are or how your staff is handling phone calls?
There’s even specialized software that’s dedicated to call data analysis & tracking, like the kind we offer at 1300 Numbers Australia. They typically include real-time reports on things like the origin, duration, and peak days or hours of phone calls.
To fully utilise this source of information, here are some practical applications of call data in increasing sales.
What is call analytics and what can it do for my 1300 number?
Call analytics measures, monitors, and reports caller data from inbound phone channels like your 1300 number. This data is logged by a call tracking suite, which uses it to generate insightful reports for you to browse.
It helps you keep your business future-forward by giving you data that informs how you cater to your customer’s needs. A call detail record also usually includes a variety of call statistics that can give you an insight about your clients.
You can even use a different inbound number for your website, flyers, and referrals so you can optimise the media channels that bring you more calls.
What data from my business’ 1300 numbers can I use?
Good customer service is all about creating a customised experience for your callers. By identifying where your callers are calling from, you can adjust your 1300 call routing scheme to create an intuitive call experience for your customers.
Call volume lets you see the total number of calls for the month and compare it month to month. You can also find out how many of these are new queries and how many are return callers. Data on popular times and days of the week helps you make scheduling decisions so that you have enough staff to answer calls on busy days. You can also set service disruptions on slow days so that maintenance schedules won’t affect your sales too much.
Another challenge for businesses is finding out what’s working and what isn’t. Call analytics lets you track and collect marketing data that you can use to measure how effective your ad campaigns are. Using unique 1300 numbers for each ad helps you find out which ads are bringing paying customers to you and which are not. This way, you can make sound business decisions that will help you make and save money.
Gathered data can also help you train and give feedback to your staff. Call recordings may be reviewed for quality assurance, and call duration can be compared with your conversion or resolution rates to see if you are meeting targets.
Finally, you can even utilize more data points by integrating it with your CRM and Google Analytics accounts to build a more comprehensive caller profile.
Start tracking and analysing your calls today.
1300 Numbers Australia offers advanced call tracking on one easy-to-use platform. Access advanced reports, set up call flow, track ad channels, recordings and more today.
If you want to learn more about call analytics & tracking for your 1300 number, give us a call at 1300 50 10 50 or click Chat Now below.