2 Truths and 5 Benefits about Call Tracking and Recording
Would you invest in the stock market without being able to see how your investments are doing? Probably not, you would want to see if your hard earned dollars are better in the hands of the stock market or better off placing those dollars somewhere else.
Well, this goes for advertising too. Nowadays you have the option to place a special phone number into many forms of advertising to see how your advertising investment is working for you. If it isn’t, you will move your money to another form of advertising just like in the stock market. If it is working for you, most likely you would invest more in this form of marketing.
So why don’t people do it more often? Let’s look at the two top fears people have regarding call tracking.
FEAR 1: They are afraid to change their number because they feel people will not remember it later.
TRUTH 1: Many people experience digital dementia. Digital dementia occurs in individuals who rely heavily on technology that causes deterioration in cognitive abilities such as short-term memory dysfunction.
FEAR 2: They are afraid they will lose the number after they stop the advertising.
TRUTH 2: Most companies will allow you to purchase the number when you discontinue the advertising. However, it is good practice to ask the provider what happens if the adverting is canceled and cost associated to keep the number.
Here are five benefits of having a call tracking number:
BENEFIT 1: You can see the results. Let’s be honest. When you can see that something is working, it makes you feel great. It can confirm whether or not this form of marketing is worth investing into as part of your overall marketing strategy.
BENEFIT 2. You can hear the results. Many people that provide the call tracking feature allow you to have call recording too. Call recording records the conversation. Have you heard, “This call may be recorded for quality or assurance purposes”? The benefit is, you can listen to the call to hear what calls are coming in and what they are asking.
BENEFIT 3: You can change message. Many business owners are not the people answering the phone. They have one or multiple employees handling the responsibility. The owner isn’t getting to hear what their customers need or want. This provides the opportunity to see what is working in their advertising and can help them adjust their message in future advertisements to make it that much more effective.
BENEFIT 4: You can train your employees. Have you ever had a bad experience with someone on the phone? Did you end up doing business with them? The way a person answers the phone can be critical to your company’s growth. Most owners do not have the time to sit with their receptionist or office manager to listen to them answer the phone; however, this gives them a chance to listen to a few calls, access the quality of the call and coach their employee. This one activity can help you grow your business because these are the people that give your brand its first impression. We all know that adage, “You only get one chance to make a first impression.”
BENEFIT 5: You can make sure calls are being answered. Call tracking gives you the chance to view when people are calling. You can adjust when someone goes to lunch so that your customers can connect with your business. For example, if you see most calls coming in between 11 AM and 1 PM, you can adjust your employee’s lunch schedule to ensure you connect with more clients. Maybe you have them take lunch at 1 PM. Here is another example. Maybe you know that you receive a high call volume on Tuesdays at 6 PM. You could adjust your employee’s schedule so you can have someone be present to answer the phone, or maybe you answer calls at that time. Think about how much business is being lost just because the phone isn’t being answered. How much money are you losing? It is hard to know this without call tracking.
As you can see the benefits outweigh the fears five to two. Start tracking your calls and watch your revenue grow.