What are Call Tracking Metrics and why do you need them?

92% of all customer interactions are conducted over-the-phone calls—- one of the most effective sales tools for conversation rates. 

One of the best synopsis, successfully converting leads into customers, generating valuable customer data to bunt and thus measuring the overall performance. But if this doesn’t happen? How to make it happen? 

Now the dispute is, how to make the most effective use of your phone calls? 

The uncomplicated answer? Call Tracking software.

What are call tracking metrics?

Call tracking is all about reporting and recording calls to track all essential information of inbound calls. The details involved in call tracking such as who called, when they called, why they called. 

But, when added “metric”, what does that mean? Its lead tracking tool is specifically optimized for counting and qualifying the number of new leads coming towards your product/service every month. 

Call tracking metrics enable valuable information regarding customer behavior and their issues with your particular product/services or business operations. 

The course of action of call tracking metrics is quite straightforward— Contact centers quantify how many calls they receive during a particular marketing campaign they run. 

Let’s take on board the impression of call tracking metrics with a small storyline; 

Suppose, a real-estate industry runs a campaign for new open houses, targeting nearby buyers. The ad appears across social media, Google, and other platforms. When an interested client initiates the interaction with you, they route through the business phone system. However, there is no way to know which ad the client saw and therefore, which campaign attracted them…. Call tracking metrics targets to address this disconnection. They efficiently track the call back to its source of marketing, so that businesses can quantify the success of individual campaigns. 

To a great extent, call tracking metrics are an obligatory tool for ——-attracting interest through voice channels.

7  important call tracking metrics in 2024

Don’t you think it’s a better chance to uphold several CTMs? If wondering, to improve your marketing approaches with call tracking, you need to acknowledge the metrics —for measuring campaign effectiveness and performance. 

Here’s a hasty rundown of some essential call-tracking metrics holding a cardinal seat in 2024… 

Call volume. Call volume is a magnificent measurement tool for tracking the success rate of your SEO and PPC marketing strategies. Simply, call tracking records the number of calls you receive, terminating the requirement for you to freehand track the data. This metric provides you with detailed insights into reports and call patterns. 

Average Call Duration. These call tracking metrics will allow you to recognize which landing pages, keywords, and ads would accord to engaging conversations. The longer the duration of your conversation with your leads, the higher the chances they are likely to convert into a customer. Tracking call duration metrics is beneficial to break the length of each interaction, and which campaigns are drop-shipping the most effective calls. Always focus on what’s the outcome of each call. —— for that matter, you might be receiving 60 calls per day, however, if most of these calls are less than a minute, what’s the result? 

Conversion rates. The conversion rate in the call center is the percentage of calls generated, resulting in a successful sale or transfer.  This call center metric indicates the percentage of inbound calls that resulted in a  desired outcome, such as sales, appointment booking, and a lot more. 

Landing page performance. Landing pages are the very first point of interaction for customers. Call tracking metrics can provide you with a great protocol  of data related to your landing page performance, which includes;

  • Generating the greatest  number of quality leads 
  • Maximizing the highest call conversion rates 
  • Converting leads in the most new customers 

Call source. This metric identifies the source of an inbound call from ads, organic search, and specific keywords. Call source signifies the detailed reporting for a call——let you see where calls are originating from the newsletter, social media platforms, or lead gen page. It also enables which of your advertising channels are generating the most amount of calls. 

FCR. FCR——-First Call Resolution is one of the most important call center KPIs metrics used to measure agent performance. When a customer call is generated, the agent resolving a customer’s concern or issue on the first call is considered a call tracking metric for gauging agent efficiency. As mentioned above, the industry standard for the ideal FCR metric is 70-75%.  

AHT. The Average Handling Time (AHT) is another essential call tracking metric in the upcoming year. This metric quantifies the total amount of time that agents take to complete one particular conversation. Simply, it measures the duration of customer service interaction. AHT encloses total talk time, hold time, and lastly how many calls are handled. 

Why do call-tracking metrics matter?

The accurate data will enable you a peep into your agent’s work process, and understand overall how call center performance is impacting your business. Call center metrics are the major access to a business’s success rate. 

Ever thought about how these metrics could be important? Call tracking metrics are important as it lets you know the average call duration per campaign, which results in time-saving and lets agents be prepared for personalized messages and resolving customer queries promptly. 

Now, the biggest question is, Why does it matter? It holds a mindful place in numerous industries where call tracking allows businesses to measure the effectiveness of their marketing campaigns. It matters because it bestows valuable data on lead sources, customer behavior, and campaign attribution.  

There are some colossal reasons why call-tracking metrics are an inestimable solution for your call center. Let’s enter the doors of the importance of call tracking matters; 

  • Steer a successful inbound and outbound call center. 
  • Get a deeper level of insights from the call center dashboard. 
  • Gain real-time data, ensuring in making quick decisions about scaling. 
  • Gather data to improve sales forecasting 
  • Analyze how efficiently your call center is performing 

Benefits of call tracking feature 

We all are cognizant of the benefits of tracking customer data —but do you know how caller’s information helps optimize your marketing campaigns? Over the last 2 months, Logix Federal Credit Union increased its conversion volume by 50% after implementing a call tracking feature.

Below, we have outlined a few benefits of leveraging call-tracking features…. Let’s have a look; 

360-degree customer journey. Call tracking is a powerful tool spoonfulling you on how consumers are moving through the sales funnel. You can get an overall customer journey which helps businesses to make informed and accurate decisions. This customer journey includes the steps from seeing something to making a purchase. It’s possible with omnichannel marketing ——offering multiple marketing channels in one hub!

Polish up lead generation. Call tracking is an amazing feature for accessing a lead source’s attribution. The system has great capability to identify the accurate source of every inbound call. It efficiently rolls out that calls are still excellent lead magnets, with almost 65% of Fortune 500 company CEOs stating that ” They believe phone calls are their highest quality lead source”. 

Better visibility on ROI. One of the great benefits is encountering visibility into your return on investment (ROI). With call tracking, you’ll know the areas for improvement—- conversion rates which further proffer you to deliver good leads. Call tracking features let you know more specifically about the keywords, strategies, and marketing channels that can smoothly convert plus provide better ROI. 

Don’t leave any calls unanswered. Around 75% of consumers said ‘They’re highly annoyed when their calls are not answered’. Call tracking makes sure that nobody loses on any sales. This features the capability of sending you a real-time notification for every call you missed out. Enhancing your business operations through taking appropriate steps and following up immediately with your qualified leads.  

Benchmarks against call center metrics across industries

Nearly every industry can benefit from call center software, but research still needs to be done to identify specific benchmarks for a wide variety of industries. 

Call Center Benchmarks Across Industries

Let’s look at some general call center benchmarks across industries. For most industries, it’s essential to stay updated on such benchmarks to make a deal fruitful and money made. 

Call center agents can set predetermined goals for various elements like answering of calls, interaction period, AHT, and many more….. 

Call answering —–

  • 80% of calls within 20 sec
  • 100% of emails within 24 hours 
  • 80% of chats within 20 seconds 
  • 80% of text messages within 40 seconds

Monitor  customer  interaction ——  with more than 2 customers every week

First call resolution——- Make sure to resolve 70%-75% of problems within the first call

AHT —— Average call handling time is about 6 min 3 sec

Call occupancy rate ——– its almost about 85%- 90%

Conceding that, 

We know call centers help healthcare organizations improve to access care and clinical outcomes. 

For instance, look at a few benefits of call center metrics for healthcare institutions; 

  1. Support HIPAA Compliance 
  2. Encourage efficiency with options for live agents and self-service 
  3. Anticipate multi-channel customer experience 
  4. Facilitate automatic appointment reminders 
  5. Promote more personalized services

Wrapping up

Successful businesses unfailingly cling to call center analytics—-particularly call metrics and KPIs for evaluating performance and effectiveness. FlowUp Next Gen Call Tracking offers you a comprehensive analytics dashboard with call-tracking solutions…..making more data-driven decisions! 

It’s time to track success with real-time reporting and leverage the dynamic power of call tracking & analytics with us!