Top 7 Call Tracking Metrics that are Useful in Sales

In sales, call tracking metrics are factors that denote the efficiency of call centers. To understand the nature of customer experiences, the scope for improvement, and the level of satisfaction delivered, it is important to monitor these factors. Through revenue per call, peak call times, sources of calls, etc., businesses can gain insights into these areas. In order to evaluate these, they can rely on call tracking software. It can unfold a number of insights. Using these, a business can delve into the overall experiences provided to buyers and even create strategies to refine these. 

What are Call Tracking Metrics?

A call tracking metric is a measure of a call center’s efficiency. It offers insights into consumer experiences. Through metrics, one can obtain quantitative as well as qualitative insights about various aspects of these experiences. By understanding these, interactions over voice calls can be improved.

Additionally, metrics for call tracking can be understood as factors that indicate sales agents’ abilities. They reflect on their performance while interacting with leads or customers. 

Which Call Tracking Metrics are Useful in Sales?

Call duration on average, CPC or cost per call, and several others are the most useful call tracking metrics in sales. Monitoring these is important to better understand customer-related aspects and business agents’ expertise during conversations. 

In all, there are 7 main metrics for tracking calls that can potentially benefit the sales process.

Percentage of Successful Calls

The percentage of successful phone calls is a crucial call tracking metric that is indicative of the proportion of calls a sales team answers. Assuming that it is low, the factor signals that multiple calls have been missed. Such an issue requires quick consideration in order to resolve it. 

On the other hand, when the percentage of successful calls is high, it denotes the efficiency of agents in interacting with leads and contributing to better conversions. 

Duration of Calls on Average

Call monitoring metrics, like the average phone call duration, are vital to take into account. They specify the length of conversations on average. It is useful to determine the ideal point between effectiveness and efficiency. Keep in mind that long calls hint at the opportunities secured, whereas shorter ones signal issues that are unresolved.

Peak Phone Call Times

In sales, it is essential to know the peak call times. These are among the top call tracking metrics for businesses to consider. By determining these, a business can allocate resources with more ease. Note that it is during these hours when more sales agents are required, to handle customer queries and reduce wait times.

RPC or Revenue Per Call

For businesses that track inbound calls, RPC is a vital metric to monitor. Through this, they can quantify the financial returns of all individual phone calls. These returns indicate the impact of marketing and sales efforts. Moreover, they can help identify which ad campaigns are effective and require better budget allocation.

Queue Time

In sync with consumer satisfaction, queue time is among the most significant call tracking metrics. It is the duration for which a buyer waits in a virtual phone line until an agent becomes available to look into his/her request or concern. 

Assuming that the queue time is long, it denotes abandoned phone calls. Further, it is indicative of customer dissatisfaction. On the other hand, short queue times reflect that buyers’ queries have been promptly attended, thereby satisfying them highly.

Source of Call

A crucial call tracking metric is call source. This is a factor that helps in knowing the origin point of an inbound call from a customer. It is essential to detect which source, i.e., campaign, keyword, or channel, generates the maximum number of calls. Accordingly, a business can plan its budget and resources to target that medium. 

Cost Per Call (CPC)

Metrics like CPC are useful in sales when tracking inbound calls. It divides the sum of operational costs by the call volume received or made. Keep in mind that evaluating sales calls’ financial efficiency is important to determine a company’s revenue-generating capabilities.

How to Monitor Call Tracking Metrics?

To monitor call tracking metrics, a business can rely on a specific software. Through call tracking software, it is easier to assess these. AI-powered systems can particularly help in using advanced features for their monitoring. 

• Start by selecting the software for inbound call tracking.
• Through this, buy a phone number and set it up to track vital metrics.
• Integrate the system with the marketing campaign platform to monitor it.
• Identify every essential metric to evaluate.
• Then engage in attending customer calls to initiate the further process.

Monitoring Metrics with Teldrip

Teldrip is the top-notch AI-powered call tracking software to monitor metrics like CPC, RPC, queue time, and others. It extends modern features to evaluate these. Besides, using the simple interface of the system, marketers can assess every significant factor to determine its impact. 

To Sum up,
There are multiple metrics to track in relation to sales calls. Among all, 7 call tracking metrics are the most important. Ranging from call volume to queue time, by monitoring these, businesses can access vital information about customer experiences. This data, accessible as actionable insights, is useful for improving these experiences to boost sales.

Frequently Asked Questions (FAQs)

1. What do call tracking metrics mean?
Call tracking metrics denote factors that help measure call centers' efficiency. Moreover, they reflect the abilities of sales agents in handling customer calls and resolving their concerns.

2. How do I monitor the call source?
To monitor the source of calls, marketers can opt for call tracking software. Using groundbreaking technology, it can find out the marketing campaigns, keywords, or channels that trigger callers to take the necessary action.

3. What metrics does call tracking measure?
Call tracking measures a number of metrics, such as the queue time. Besides, the process is helpful for monitoring the percentage of success calls, peak calling times, CPC, and more.

4. Which is the best call tracking software to monitor metrics?
Teldrip is among the best call tracking software systems to evaluate essential metrics. It has features to detect these factors alongside providing insights to improve buyers' journeys.