Our call tracker Melbourne service provides businesses with a Live Call Monitoring service that plays different roles for businesses. It displays the caller’s critical information, the details of the agent who received the call and other metrics such as the duration of the call. This technology also helps the management to the monitor calls live for quality assurance and also to whisper information to their phone sales agents.
Why call tracking is important
As the world is growing more digital each day, people could be easily mistaken to thinking that they can do all the transactions online without any human interaction. We already have a myriad of apps, websites and countless other avenues to transact online. This includes basic things such as ordering food, booking a restaurant, buying clothes, booking a car service, booking a holiday, among others. According to research conducted by Google and Ipsos (a global market research and a consulting firm), no matter how easy it gets to transact online, phone calls play a critical role in closing deals.
Why do prospects call your business?
They do it for a variety of reasons including:
- For general inquiries such as the price, quantity, quality, delivery times, terms of service, etc.;
- To establish the opening hours;
- To make a booking;
- To make a purchase;
- To ask for support and help
When do people call your business?
The different phases of the purchase process are what
determines the time that the prospects will ring you up. The process of
purchase involves the following phases:
- Inspiration phase – when they get the urge for the purchase.
- Research phase – when the prospect is actively looking for the product.
- Purchase phase – when the prospect is ready to make a purchase.
- Post-purchase phase – to get support.
According to Google and Ipsos research, 61% of prospects call during the purchase phase. This means that the majority of people what to speak to someone before they commit to making a purchase. It also means that call tracking is important in order to be able to effectively convert the leads and measure the effectiveness of your marketing strategies.
Call tracker Melbourne Makes Monitoring phone calls easier
The Ipsos and Google research further established that 46% of the leads were likely to explore other options if they were not able to contact a business via phone. As such, being able to track the click-to-call numbers you have put up in various digital channels will not only help you convert more customers but also build trust. An aspect that makes our call tracking service very effective is the call whisper messages.
Call Whisper Messages
The call whisper messages technology empowers call tracking
to go beyond detecting the location of the consumer. It also helps detect the
marketing campaign that resulted in a phone call. This information can also
include which webpage or ad the prospect viewed before making a call.
Call whisper messages simply answer the “how did you find
us?” question before you even speak to the caller. The person receiving the
call gets the client information in the form of a pop-up text or a short audio
message about the source of the call before picking up the call. Such details
prepare the call sales agent to better handle the call giving him a higher
chance of closing the business.
The call whisper messages tell you what to say or do each time. However, it is just one more tool that you can add to your marketing mix. It arms you with critical information about the prospect, allowing you to qualify them and also to cement your relationship.
How does our call whisper messages service work?
Once a client places a call to your business, the call
tracker Melbourne service sends you or the call agent an automated message that
contains detailed information about the caller. For instance, you can get a
message that says, “A Call from Google AdWords,” if the prospect found your
number via the Google AdWords.
- The prospect conducted a Google search for a specific product or service that you are offering.
- Your advertisement compelled the prospect to contact you.
- Your marketing strategy actually works.
- Tells you how to tailor the conversation based on the client’s interest.
Benefits of using our call tracker Melbourne service.
Just as it is important to monitor the performance of your
phone agents, so is the time you have taken to do so. Traditionally, call
monitoring was a time-consuming affair that was done manually with a
significant number of mistakes going undiscovered. This meant that the
employees continued making the same mistakes on subsequent calls resulting in
lost business. However, with the call tracking powered by call whisper messages
technology, some of these mistakes can be avoided and also corrected during the
call.
The major benefit of our “whisper” part of our call tracking
service is the immediacy it offers, to effectively help the call agents to nip
problems in the bud. Information whispering during a live call gives the call
agents the capacity to best serve the customer. This includes the ability to
adequately address customer concerns or to effectively answer their questions
because they properly understand the customer.
Moreover, the agent no longer needs to put the customer on
hold in order to locate accurate information. This is because the “whisper”
feature updates the agent in real time. Thus, businesses can now offer
on-the-spot feedback, improve overall customer satisfaction and have better
opportunities to close the leads. The client on the other end will also not
notice that you are using the call whisperer technology because it does not
interrupt calls.
At Complete Business Group, we offer effective business solutions that are focused on business growth. We have a thorough understanding of Call Tracking solutions and how to integrate them with the rest of your marketing mix, to reap the largest benefits possible from your marketing efforts. For more information about our proven call tracker Melbourne services, call us right now.