Scenarios Solved by Phone Call Tracking System

As a business manager, the task of bringing your company to a higher level in the major phases of its operations lay upon your shoulders. It is your main responsibility to gather all of your company’s resources to make it work like a well-oiled machine.
All businesses are engaged in sales and customer service. This is the money-making arm of every enterprise. You should see to it that it is running efficiently if your company is to excel in its operations.
One of the best indications of an effective marketing strategy is its ability to satisfy the wants of its target market. You have no way of knowing what your market wants if your business isn’t backed by a strong customer service support. You will be able to know the real status of your marketing system by asking yourself these questions:
1. Does your company have the resources to accommodate the volume of calls once your marketing drives flocks of callers to inquire about your product or service?
2. Callers are potential customers that your business needs to follow-on. Does your business use the right methods and tools to gather and process information from these callers?
3. Can your present system track how well or lousy your present marketing campaign is? Does it have a way to measure the level of competence of your sales or customer service agents?
If you don’t have a positive answer to any of these questions, your system is certainly not in “sync” with your marketing strategies. In order to make your business operation roll smoothly, you should back it up with a strong customer support system. Production can be made flexible because it is dependent on demand. Sales and revenues are the ultimate yardstick of an effective business.
If your company is struggling with its sales, the first thing you should do is to analyze whether your marketing is capable of closing the loop that production has created. You also need to have a system that can measure the progress of your campaigns. If your business doesn’t have the capability to do this, you won’t have a way of knowing that your marketing efforts are after all pointless.
Here are a few scenarios that tell if your marketing is in need of solutions:
1. Somebody calls and nobody knows why.
This is a good indication of a sick sales or marketing arm. An effective marketing system must be equipped with the necessary customer support skills. It must designate someone who is able to get the right information from callers. An effective customer support staff must know why the caller calls and how he or she learned about the company. These are important information that can help you to identify the marketing campaign that triggered the inquiry.
In business, every caller is a potential customer. It is important why people called. It can help you to know some specific needs of your target market.
Possible Solution:
A call tracking system can help to solicit important information from callers. This will allow the company to get what it needs to convert the call into sales. It also helps you to track the campaigns that are responsible for the calls.
2. Your system has no way of making it possible for customer service to retrieve records of returning customers who call.
Most customers want businesses to remember them, and they are frustrated when the company cannot access any information regarding their past transactions. This is the reason why businesses lose 84 percent of possible sales, according to a survey by Mobius Poll.
Possible Solution:
The installation of a call tracking system that’s capable of working with the company’s customer relationship management program can sort this out effectively. If a CRM program is not yet in place, you should see to it that your customer database is updated, organized, and accessible to your customer service. They need it to be able to provide the necessary information that can help to make customers feel important.
3. You have no way of knowing how to measure the efficiency of your customer service personnel.
A business that doesn’t have a yardstick for the performance of its sales or customer service agents will never be able to find out where it needs to improve on.
Possible Solution:
A call tracking system records the conversations that your CSRs do with callers. It can tell you how they handle your customers. It is a sound basis for their performance and possible need for training on customer and telephone handling skills.
Customer support is an essential aspect of all businesses. You should see to it that the customer support system of your company is equipped with the right skills and technology to keep customers coming