How to Create Your Call Tracking System in 6 Steps

If your sales team makes a sale without knowing how the customer heard about your product, does it really matter? Yes, it matters. You've lost an invaluable chance to learn critical information that could help your team immensely.

Forrester reports that 82% of marketers think that data from their inbound sales calls show "costly blind spots" in their sales process. Yet 60% say their companies don't track the data they need to convert prospects and customers. Analyzing call data is much easier with the help of call tracking. 

Before we give you five basic details to know about call tracking software, let's first define what it is. 

What is Call Tracking Software?

Inbound call tracking software identifies and records the source of each inbound phone call in real time. These tracked sources come from local phone numbers on ads, contact forms on a website, pay-per-click ad campaigns, and search keywords. The software also tracks a customer's demographics through their IP address.

Some software solutions also include conversational sales enablement tools, such as call recording and call coaching materials. With these critical tools, you can analyze the language used by your sales team, each conversation's outcome, and the next steps. All the information collected is stored in the software’s database or in your CRM. 

This data gives your sales and marketing teams essential information about your customers and what drives them to buy your products. The data can also help you measure the success of your marketing messaging and advertising channels. With this data, you can calculate an accurate ROI for offline and online campaigns focusing on driving sales phone calls. 

Call tracking enables lead attribution, which can set you apart from your competition. 53.3% of sales leaders do not understand attribution, and 62% admit that they don't do it. So, imagine your team's advantage when using sales call tracking. 

Some elements of call tracking software can be customized to your needs, including:

• Cloud-based or location-based software
• Integration with other software systems
• Addition of other sales call tools like outbound response capabilities and call forwarding
• Addition of other messaging formats like web chat and SMS texting

Call tracking is important because when you know who your customers are, where they heard about your brand, how they contacted you, and what problems your product is solving for your customer, you can be more strategic in your advertising, marketing, and sales efforts. The more insights you have, the better your chances for success. 

How to Create Your Call Tracking System

By setting up a call tracking system, companies can gain insights into customer behavior, determine the effectiveness of their marketing campaigns, and refine their sales techniques.

If you’re interested in getting started with call tracking and recording, here’s a simple guide to help you set up a call tracking system for your business:

Step 1: Set Your Objectives

Before diving into call tracking, define what you want to achieve. Are you looking to understand which marketing channels drive the most calls? Or are you more interested in analyzing customer interactions to improve service quality? Setting clear objectives will help you choose the right call tracking solution and metrics to focus on.

We also recommend that you establish clear objectives and goals that support coaching opportunities.

Your team's goals should be specific, measurable, achievable, relevant, and time-bound (SMART), and coaching should give your team the tools they need to achieve these goals. 

Step 2: Choose Your Call Tracking Software Provider

Select a call tracking provider that suits your needs. Look for features like dynamic number insertion (DNI), which assigns unique phone numbers to different marketing channels, detailed call analytics, call recording, and integration with your existing CRM or marketing platforms.

Calldrip's powerful call tracking software is one of your options. With us, call tracking is included in our complete suite of sales enablement solutions. All of our tools are integrated and work together to make it easy for you to improve sales and boost conversions.

Step 3: Set Up Tracking Numbers

Next, set tracking numbers for each of your marketing channels. This will allow you to attribute incoming calls to specific campaigns or sources, such as your website, social media ads, or offline advertisements. Ensure that the tracking numbers are similar to your regular business number to maintain consistency and trust with your customers.

Step 4: Integrate with Other Tools

Integrate your call tracking system with your marketing and sales tools to streamline data analysis and customer relationship management. Integration allows you to correlate call data with website visits, campaign interactions, and your customer journey, providing a comprehensive view of your marketing effectiveness.

Again, one of the benefits of trusting Calldrip is that our tools are already integrated with one another. No need for multiple platforms and logins! With Calldrip, you have everything from rapid lead response to sales coaching in one place.

Step 5: Provide Sales Training

Educate your team about the call tracking system and its benefits. Training should cover how to interpret call data, use the system’s features, and apply insights to improve marketing strategies and customer interactions. This step is crucial for ensuring that your team can leverage the call tracking system to its full potential.

In addition, make sure to train and educate staff on call handling and recording policies. Make sure each team member has a playbook for success, including sales call scripts, best practices on active listening and handling objections, and more. 

Step 6: Analyze and Optimize

This step is essential! Analyze and leverage call data for actionable insights. Look for trends, such as increased call volumes during certain campaigns or higher conversion rates from specific channels. Use these insights to refine your marketing strategies, allocate your budget more effectively, and improve customer service.

Every piece of data tells you something important about your customer. Use it strategically to make decisions on the marketing and advertising platforms, messaging and design, and promotions you use.

How to Choose the Right Call Tracking Software

There are many call tracking software solutions on the market today. However, the best software for your company is the one that best meets your needs. To choose the best option, research your existing process and how you can improve it, clearly outline the goals and pain points you need the solution to address, and prepare strategic questions to ask several provider candidates.

While you are researching, consider Calldrip’s unique approach to call tracking. 

Why Calldrip’s Call Tracking Software Is Unique

At Calldrip, we strive to help sales professionals work smarter, not harder, with software solutions that are easy to set up, manage, integrate, and scale. Our call tracking software will analyze each sales call for key customer insights, measure your team's performance, provide essential training opportunities, and provide visibility into every aspect of your sales funnel. 

With our solution, you will:

• Discover your top-performing lead sources.
• Know your leads and where they're coming from with source tracking for calls, online submissions, and third-party lead sources.
• Use DNI phone numbers to measure campaign, ad, or customer results.
• Get detailed reporting on response times, call lengths, and more.
• Receive AI-powered conversational insights into every sales conversation, including call recordings, transcription, sentiment analysis, keyword spotting and real-time alerts.
• Built-in coaching tools to take you team to the next level.

Our software can be integrated into your CRM and other key sales tools. We will take the lead on implementation and maintenance. All you have to do is introduce the software into your sales team’s workflow. You will see meaningful results in no time.  

The reality is that businesses lose over $75 billion each year in canceled customers because of poor customer service. At the same time, it’s now 6 to 7 times more expensive to win a new customer than keep an existing one. In this environment, no business can afford to lose a customer, new or existing. 

That's why call tracking software is invaluable to any organization relying on inbound sales calls to build their customer base. With the insights and analytics this solution offers, your sales team will stand out from the competition and increase customer sales and satisfaction. 

If you would like to enhance your sales team's performance through Calldrip's call tracking software solution, click here for a pricing quote.