There are no end of reasons businesses might use call tracking software.
Many businesses use virtual numbers as vanity phone numbers. They’re easier to remember for your customers and relate to your business, product or service.
Similarly, virtual phone numbers can be used to test new markets. The most popular way of doing this is with a local dialling code. This also allows you to optimise your local rankings with dedicated phone numbers for Google My Business listings.
By far the biggest reason is to get better insights into your frontline operations. This allows you to discover missed contact opportunities and maximise every customer contact point.
Don’t miss a call and keep callers informed by holding them in a queue.
When combined with Awardaroo call analysis, you get deep business insights delivered to you for immediate insight and practical actions for business improvement.
Play a message to an agent advising them of the source of the call for enhanced customer service.
Route calls to different destinations according to the caller’s number or CLI or time of day amongst many other possibilities. Ensure the caller gets the most relevant service, reduce call time, minimise transfers and increase customer satisfaction.
Engage with your callers immediately creating a positive first impression. A professionally recorded welcome at that start of their call is important. They can then connect directly, hold in a queue, leave a voicemail, press 1 and so on. This is tailored for your business needs.
Ensure a call always gets answered by finding the first available phone to call in a hunt group. Combine this with a call whisper in the agent’s ear so they know where the call comes from.
Divert your landline numbers to mobiles to ensure calls get answered by a field agent when possible, then divert if unavailable to head office to give a first class service.
Create any combination of levels in the IVR or auto attendant menu you like with options to leave a voicemail, connect to reception, go into a hunt group and more.
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