The Pipeline Guest Post – Elizabeth Dupont
How many calls do you handle on a daily basis? If you’re in sales, you probably make at least 50 calls a day, and that’s not even counting how many you calls you receive. You spend most of your day making connections and engaging customers, but it would be impossible to remember the minutiae of every conversation. So how do you keep track of who you’ve spoken with and when?
The answer is call tracking.
The Basics and Benefits of Call Tracking
When you were in college, no doubt you spent a lot of time taking notes. It was tedious work, but it always paid off when you were able to remember information for your exams. The same concept holds true with phone calls.
Call tracking is essentially “taking notes” on each call you make and receive. You record details on the person with whom you spoke, what type of call it was (i.e., outbound or inbound), and the time and date of any follow-up calls or meetings you may have scheduled. When you save information about the call, you set yourself up for better communication with the customer as well as practical statistics of each call. This way, not only are you gaining critical information on how much phone traffic you receive, but you also make it easier to keep track of your customers and where they are in your sales process.
An added (and very important) benefit that sales tracking provides is that it allows you to create a better overall experience for your customer. Your customers are individuals, and they want to be appreciated and treated with respect. Remembering important snippets and details from previous conversations shows that you understand your client’s needs and want to provide them with solutions, not just make a sale. By logging such details about each sales call you make, you can make each call personal and relatable for your clients.
On the more technical end of the spectrum, call tracking also has the benefit of revealing certain metrics about your business. For instance, you can see at a glance how many outbound and inbound calls you’re making and receiving on a daily basis. You can also view statistics on how many calls you’re missing versus how many are answered, so you know exactly what area of your business needs the most attention.
Top Sales Tracking Methods
Now that you’ve seen the importance of call tracking, the next bridge to cross is implementation. There are several ways to keep track of your calls, but here we’ll go over the three most-used methods that make logging easy and effective.
- VoIP Call Tracking: If you’re logging calls mainly for the metrics, then this is the route for you. VoIP systems digitally and automatically track your inbound, outbound, and missed calls, providing you with detailed reports on each area. This allows you to see which hours and departments received the most phone traffic, so you can tell whether you’re staffed accordingly or whether you need to be making more sales calls.
- CRM Software: When your CRM software is linked to your VoIP system, the two can work in tandem to give you the best possible tracking available. Place a phone call using your VoIP system, and your CRM will automatically pull up specifics on the customer and your previous calls. When you’ve finished the call, your CRM will prompt you to log the call, and you can add more notes on the call and save it for future. This not only gives you the bare-bones metrics (i.e., whether the call was inbound or outbound, the duration of the call, etc.), but also allows you to add in your own details so you can give a better customer experience.
- Call Report Templates: This is the manual, DIY method of tracking calls if you don’t have VoIP or CRM. Call report templates are basically worksheets with areas for you to fill in the particulars of the call yourself. You can make your own template using a program such as Excel, creating a spreadsheet with individual columns for date, time, inbound/outbound, customer name, notes, and any other information that you wish to provide on each call.
Call tracking may seem superfluous, but in an age where businesses are dealing with larger call volumes, it’s critical to have some way of monitoring your call info. Call tracking is the key to keeping tabs on your leads in a systematic, organized manner, so you and your customer will both benefit.
Elizabeth Dupont specializes in various fields including business, marketing, and technology, and regularly writes for Fit Small Business and other publications. When she isn’t writing, she’s wrangling her four kids, working on art projects, or reading fiction. Connect with her via LinkedIn or via email at [firstname.lastname@example.org].
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