Analytics Portal: Call Tracking
Gain valuable insights about inbound calls into your RingCentral system with actionable data.
Features Overview
RingCentral allows you to track calls and use it as an analytics platform.
With this call data, companies can follow the customer journey more precisely, optimise marketing channels and marketing spend, and ensure that landing pages have high conversion rates.
What is Call Tracking & Call Analytics?
Call Tracking
Call tracking allows businesses to discover what is causing potential customers to call.
Digital marketing is helpful, but without call tracking, you’re likely to be losing data from a significant portion of your market.
Call Analytics
Call analytics are especially useful for marketing teams and sales teams.
Whether your lead generation efforts are focused on PPC or SEO, Google Analytics won’t be telling you the whole story.
Call analytics can make use of either campaign-specific numbers or dynamic number insertion – both can help you understand your customers in more detail.
Some programmes even use conversation intelligence to analyse speech.
Customers might click on a link to your page then decide they want to know more, so ring. Many marketing tools fail to see this as a successful lead – even if that phone call gets a sale.
By only tracking the digital aspect of the customer experience, you might have the wrong information about which marketing campaigns are performing well and where to focus your marketing efforts.
RingCentral Call Tracking Features
Adoption and Usage
✔ Get real-time data on how employees are using RingCentral across your organisation
✔ Evaluate how teams can be helped to get the most out of RingCentral
Alerts
✔ Set up alerts to find out in real-time if your critical KPIs aren’t being met. These can include call recording malfunctions and call quality
✔ Troubleshoot effectively by identifying the problem before it gets out of control. Customer experience should never be affected by a software issue,whether that’s via digital channels or a phone call
✔ Flag up recurring issues for a more in-depth analysis of what’s causing the problem
Quality of Service
✔ A central dashboard monitors call quality in real-time, and you can troubleshoot issues worldwide
✔ Accurately diagnose user quality issues down to the exact location, ISP, and endpoint
Live Reports
✔ Monitor call queue and agent performance
✔ Gain insight into high-volume call periods to aid with staffing and learn where automation might be a useful tool
Performance Reports
✔ Compile call tracking metrics like historical data and trends on incoming call volumes, users, and queues
✔ Get easy-to-read visual call maps to help you and other stakeholders understand pain points and highlights of marketing campaigns
Rooms and Devices
✔ Easily filter search results based on location, IP address, time, or device name
✔ Use the call tracking software to track online and offline devices globally
✔ Find data on device history and unprovisioned devices
Company Numbers
✔ Monitor attribution via call performance by IVR statistics, sales, customer service, and marketing activity
✔ Use data to position teams – ensuring the standard of keyword-level is met and employees are focusing on high-revenue areas
✔ Track success metrics or diagnose areas where processes could be improved – especially to boost marketing ROI
Subscriptions
✔ Keep track of teams with curated data, sent straight to your inbox: choose daily, weekly, or monthly updates
✔ Learn how automation could benefit your business: generate automatic emails on a schedule that suits you
✔ Share reports with stakeholders without giving them administrative access
More to RingCentral Call Tracking?
Benefits of Call Tracking
Identify peak hours
Peak hours are when you’ll need the most staff available. This information might save you money on staffing costs, and prevent customer loss.
Knowing there’s going to be a surge in attention means you can take proactive steps to reduce or eliminate customer queues on incoming calls.
Track your marketing strategy
You’re likely using digital tracking technology like Google Analytics to identify where users find your page, whether that’s social media or PPC.
However, if you’re a business that relies on phone calls, you might be missing out on a mass of data.
Potential customers are likely being drawn in by specific CTAs or copy – but phone before committing. Consequently, the marketing team won’t have data to suggest their strategies are working – even if the phone call ends in a sale.
Keep an eye on marketing ROI
Once you’ve identified your high-performing channels, you can make quick decisions about budget allocations.
Some campaigns and channels will produce a higher ROI than others, and should be the focus of your marketing efforts.
Improve call forwarding
Using call tracking means you can ensure calls are forwarded to the right person. This avoids the frustration of potential customers having to explain their issue to someone unrelated to their query.
You can implement call routing to speed this process up further or send a memo for someone to call back.
Call recording
Call recording is integral to customer service. It allows you to identify pain points for customers – and find solutions. If a large percentage of your calls are about one issue, this will reduce call volume immensely – leaving your team ready to handle more complicated issues.
Manage your staff
By using call tracking and call recording, you can identify your top performers – and those who need some help.
WHAT DO OUR CLIENTS SAY?
For the first time, our customer support team can now immediately get a holistic view of who is calling, what they need help with, and where they are, so the agent can provide a fantastic experience for them.
Jacqueline Ho, TechnologyOne's IT Director
10 Industries That Need It The Most
Marketing
Home services
Dental and medical
Estate Agents
Recruiting
Travel & Hospitality
SaaS
Legal
Banking
Automotive
Ever wish you had better insight into how your business is handling customers who calls your company?
Types of Call Tracking Technology
There are a few options within call tracking: one is to assign a unique phone number to each campaign type. You’ll get an idea of which platform caused people to pick up the phone.
This has downsides – including that customers may have seen different campaigns before calling.
Alternatively, you can use dynamic number insertion. This assigns customers a unique phone number for the duration of their session: they’ll see it no matter which campaigns caught their eye. From here, you can track the entire customer journey.
Explore Related Features
Call recording
Call recording can help you monitor and analyse call quality, homing in on where improvements can be made. This can improve your customer experience immeasurably.
Call screening
Don’t have time to chat about non-urgent tasks? Call screening lets you identify who’s on the other end of the line – and answer accordingly.
Call routing
Heading home for the day but don’t want to miss that urgent phone call? Set up call routing to ensure that your mobile will ring whenever that call comes in.
Call flip
Whether you want to transfer a call from your desk phone to your mobile to take the conversation outside, or just send it to a colleague better equipped to handle the query, using a call flip service means that the transition will be seamless and frustration-free – for you and your customer.
See how Call Tracking could help your business thrive
Call Tracking Frequently Asked Questions
What is call tracking in marketing?
A call tracking solution allows CRMs and marketers to follow their conversions out of the digital realm. They’ll know which campaign or CTA triggered the call, and which to ditch.
How does call tracking work?
A unique phone number is assigned to either the user or the campaign, so teams can track which aspect of the customer journey triggered the call, as well as its outcome.
See how it works for your business
A sales advisor will contact you for a personalised, informative demo on the key features and benefits of a cloud phone system.