How To Maximize Your Business Potential With Call Center Analytics

When it comes to conversion rates, phone calls are the best lead source. With the right call center analytics tools and call distribution software, you can convert up to 15 times more leads than through textual conversations. Why? Simply because proper call center analytics ensures all inbound and outbound phone calls are well-targeted, well-timed, and productive.

Advanced AI call analytics unlocks meaningful caller insights that you can use to convert phone calls into profits and understand your customers better: what they want, why they call you, and how to drive more calls to your business and distribute them most efficiently.

“I think more companies will explore ways to stop relying on third-party data suppliers and sources by bringing it all under one good so they can analyze the right things and then make more right decisions. A big change is that more of the industry is becoming real-time, so we’re making sure we bring everything into a real-time space where you can roll with the punches and adapt and optimize things on the fly.” — David Pickard, CEO at Phonexa

Whether you’re running pay-per-call campaigns or generating calls organically, a proper call analytics system can have a huge impact on customer satisfaction rates and your bottom line.

Book a demo to explore how Phonexa can revolutionize your call flows.

Read on to explore how advanced call center analytics can grow your business.

What Is Call Center Analytics?

Call center analytics is a set of software that can analyze and sometimes also track and route inbound and outbound phone calls, including assigning call tracking numbers to your campaigns and collecting & processing caller data so you can create effective marketing campaigns.

Here’s a nuance: Technically, call center analytics only covers the analytics part of the call process, but in reality, most companies need software that also tracks and routes inbound and outbound calls. This is why call center analytics software might also include data collection and call distribution features. After all, to analyze your calls, you need to track them in the first place.

For instance, as part of Phonexa’s call analytics software suite, you also get access to call routing, call recording, interactive voice response (IVR), ping tree, call logging software, and many other features that extend far beyond phone call campaigns. As a result, you can build an omnichannel marketing strategy that works much better than isolated campaigns.

Phonexa’s call center analytics uncovers insights into your callers, calls, and sales or customer support reps that handle the calls, so you can continuously improve your call flows and campaigns. This is true for advertisers, affiliates, affiliate networks, and regular businesses relying on phone calls as an essential revenue source.

Why Use Call Center Analytics?

Multi-channel attribution	Integrating analytics data with CRM and other martech systems reveals a unified view of customers and call campaigns, with more potential for personalization.
Consumer behavior insights	By having insightful conversations with customers and utilizing consumer behavior analytics, you can gain invaluable insight into how your specific products or services are perceived and how you can elevate user experiences.
Improved campaign performance	Analyzing inbound calls and their sources allows you to identify which messages attract quality call leads, a critical factor in driving prospects further down the funnel. With call analytics, you can optimize performance through smarter resource allocations, tap into crucial caller data and insights, recalibrate their strategies, and much more.
Automated content analysis	You can maximize sales by analyzing lead quality, identifying caller needs, recognizing trends within the data sets, and evaluating specific performance metrics.
Improved employee productivity	With tools like IVR and intelligent call routing, you can route calls more effectively to close deals faster and also identify potential problems and opportunities you might not have previously considered.

 

Ultimately, call analytics unlocks your call center’s full potential. With granular reporting and attribution, you get the most out of every phone call.

Take a product tour to explore the call center analytics dashboard with Phonexa.

The Data You Can Analyze with Call Center Analytics Solutions

Call Volume	Tracking inbound call volume can provide valuable insights, from the best time to initiate outbound calls to many other patterns. Call center analytics can ensure continuous customer service optimization.
Call Source	Data attribution allows you to pinpoint digital and offline marketing channels that drive the most profitable calls. Then you can make educated decisions about budget allocation and effort focus.
Average Call Duration	Measuring average call duration can help you optimize customer service operations for more efficiency and lower costs. This way, you can identify how to handle more calls while providing a high-quality customer experience.
Conversion Rate Optimization	Heatmaps and session recordings offer invaluable insights into how webpages can be further improved for conversion rate optimization specialists, lead generation professionals, and publishers alike. Likewise, attributing inbound calls ensures an accurate understanding of how long it may take the lead to convert into a sale, a vital piece of information that can refine your call campaigns.
Lead Quality	Tracking and analyzing call leads ensures marketing experts and sales reps have all the information necessary for informed decisions, from a customer’s willingness to buy your product to the quality and intent of leads.
Call source data	Marketing channels, ad campaigns, webpages, touchpoints, and keywords that prompted the call are invaluable in separating profitable and unprofitable call channels.
Call data	Phone number, timestamp, time spent in the call queue, hold time, and other data collected before and during the call can be used to improve caller experience and distribute callers more effectively
Caller’s data	The caller’s name, ID, geographic location, device, score, and sentiment analysis can be used to personalize callers’ experiences throughout their journey, including IVR and live conversations.
Operator’s performance	Call outcome, conversion rates, customer satisfaction rates, individual performance, and issues encountered during the call can help evaluate the performance of your sales and customer support reps and align your call flows accordingly.

 

Call Analytics vs. Call Tracking

Call analytics is of great value, but as I’ve already mentioned, you have to collect the data in the first place. This is why most call center analytics systems go hand-in-hand with call tracking systems, so you can collect and analyze data without juggling different tools and platforms.

Source: The Definitive Guide To Call Tracking

This is what we’ve done at Phonexa by equipping our Call Logic product with analytics, tracking, and routing functionality. Call Logic handles the full spectrum of tasks associated with phone calls, from collecting caller data to routing callers to the best sales rep to conducting live call analytics and analytics against historical records.

Here’s more about our centerpiece software for all processing:

Moreover, when paired with user behavior recording solutions, like Phonexa’s HitMetrix, call analytics can help you gain insight into on-site caller behavior so you can optimize the customer journey across touchpoints beyond phone calls.

With conversation intelligence and AI-enabled speech analytics, businesses can unlock new insights into their calls while identifying coaching opportunities and detecting key phrases or words that signify an important moment in a call.

How To Choose a Call Center Analytics Solution for Your Business

While many providers offer basic inbound call analytics data, the mark of any true marketer is to go beyond surface-level information and seek out all available insights.

By delving deep into a provider’s capabilities — from gathering detailed consumer conversations to analyzing intent and outcomes for every phone call — you can maximize ROI and optimize customer experiences.

Therefore, when appraising your call analytics software provider, ensure you get access to comprehensive insights across each phone conversation on your business line.

Here are some key inquiries to make:

• Which of the shortlisted call center analytics companies follow data privacy regulations like HIPAA, GDPR, and CPRA?
• Are the call recording and transcription tools accurate?
• What insights and data can you capture from phone conversations?
• How easy is it to access the captured data and generate reports?
• Does the call center analytics provider offer customized plans or solutions tailored to your business needs?
• What integration options are available?

Advanced Call Analytics with Phonexa

While Call Logic is the fundamental call center analytics solution, it works best when it’s in sync with Phonexa’s other tools for calls and web leads (if you’re generating or buying web leads). The other vital call center solution within Phonexa’s suite is Cloud PBX, a dedicated call center that ensures 100% availability and safety for your communications.

With Cloud PBX, you can apply your call analytics insights to outbound calls, reaching out to the right consumers at the right time. Likewise, granular call scoring – up to the keyword level – helps keep your agent productivity high and optimize inbound call distribution.

AI Call Agents and Dynamic Bidding for Call Centers

With phone call analytics being integral to call acquisition, you likely want to optimize spending not only on organic leads you generate on your own but also on the leads you buy. If so, Phonexa’s recent additions – Dynamic Bidding and AI call agents – can be of great value for your business.

Read also: What Is Dynamic Call Tracking and How It Works

Dynamic Bidding

The Dynamic Bidding feature does exactly what its name suggests – it allows you to create custom acquisition models for various leads, changing the price per lead depending on the lead source, type, purchase intent, time, and other parameters. In other words, you can pay more for the leads that are more valuable for you – those who are more likely to convert – and not overspend on lower-quality leads or shared leads that you need to compete with other companies.

Here are some lead acquisition strategies examples:

• Increasing your bids for time-tested publishers
• Increasing your bids for peak hours to get the required volume of leads
• Ensuring you’re staying within the budget limits

Long story short, dynamic bidding allows you to set up a multi-tier call and web lead acquisition structure without having to create separate campaigns for every lead flow. You’ve got it all optimized and coordinated with your other systems.

IVR and AI Call Agents

Phonexa’s IVR allows customers to access tailored, personalized service with minimal effort. With pre-recorded messages, menu options, and IVR speech recognition, the customer journey can be conveniently customized to quickly connect to the right representative or department.

But you can automate and customize your call flows to a deeper level with AI agents:

➥ AI call agents are conversational tools that you can integrate with Call Logic IVR to process callers in a human-like way independently of live agents. AI call agents do what chatbots do for text communications: question the caller and then solve their request on the spot or route them to a matching sales or customer support rep.

With Phonexa’s AI call agents, you can pre-build any conversational flows while also allowing the system to factor in the caller’s responses. And you don’t even have to change your current call flows to integrate AI call agents – just select the product with Call Logic, and the product’s AI agents will connect to this IVR automatically as a block.

Take a product tour to see Phonexa’s call analytics dashboard and how it brings it all together.

Call Flows with Phonexa: Ping Post and Ping Tree

Whether you’re buying or selling leads with Phonexa, you can use two types of architecture – Ping Tree and Ping Post:

Ping Tree is a pre-defined distribution where you sell leads to the predetermined companies, and if the highest-ranking company in the ping tree refuses to buy, then the offer goes to the second-highest-ranked advertiser, and so on.

Ping Post, on the other hand, is an open market where companies bid for the leads they want to buy, with the highest bidder getting the lead. Before the bids are made, companies receive some essential information about the lead so they can place a reasonable bid. When the lead is sold, the buyer gets the rest of the lead’s data.

But there’s more to it: Our updated Ping Post Calls 2.0 software allows affiliates to take part in the bidding process, something only advertisers could do until not so long ago. With Ping Post Calls 2.0, affiliates can choose what calls they want to sell at what price to what companies.

Call Analytics and Call Tracking Numbers

It’s no secret the form and type of business number is a huge marketing component. For example, using vanity phone numbers – 844-PHONEXA, 1-800-FLOWERS – is a great way to connect the caller to the company and imprint your core ideas into their mind. Likewise, local phone numbers can be of great value for industries where consumers tend to prefer local brands.

The good news is that as a Phonexa client, you can get any type of call tracking numbers you’d like and use them to attribute inbound calls and for call analytics. Likewise, you can import the numbers you were using with your other provider just as smoothly so you can preserve your brand identity.

Call Tracking Number Service Fees with Phonexa

	Lite Suite	Premium Suite	Enterprise Suite
800 toll-free, imported	$2.50	$2.50	$2.50
Non-800 toll-free, imported	$1.25	$1.25	$1.25
800 toll-free, leased	$2.50	$2.50	$2.50
888, 877, 866, 855, 844, 833 toll-free, leased	$1.25	$1.25	$1.25
Local, leased	$1.00	$1.00	$1.00

The right call tracking numbers will help maximize the impact of your organic and pay-per-call campaigns, driving more callers to your call centers. On top of that, with Call Logic, you get tons of insights collected during the caller journey and can record the conversation itself for further analysis.

Last but not least, Phonexa’s call & contact center predictive analytics allows you to simulate call campaigns so you can choose the winners, replacing costly analytical teams while streamlining lead generation and driving conversions like never before. You can toggle switches and adjust variables until you find your unique marketing formula, and this costs you nothing.

“Right now, we’re using a multitude of AI tools for predicting outcomes and why those outcomes turned out to be, say, X instead of  Y. I think that’s the stuff that will take some time, but you’re already seeing initial use cases of data analytics and predictive capabilities kind of start to surface where we don’t have a strong use case yet. We’re starting to see that develop. Attribution gets stronger as a result of that, and then predicting outcomes becomes more methodical than I think they were in the past.” – Talar Malakian

How To Implement Call Center Analytics Solutions with Phonexa

• Step 1: Book a demo to discuss your goals and onboarding requirements
• Step 2: We are going to provide an in-depth system overview, including specific call center analytics use cases pertinent to your business model
• Step 3: We help you set up the software and integrate it into your existing call flows

Last but not least, we’ll ensure your software runs smoothly at all times.

Here are the eight proprietary solutions you get at a single price (online price calculator):

Build your plan now, or book a demo to learn more about Phonexa.

Frequently Asked Questions

What is call center analytics?

Call center analytics software allows organizations to understand their performance at a deeper level. Call center analytics reporting, such as customer satisfaction rates, sales & customer service agent performance, and revenue per call, can help you build successful call campaigns.

How long does it take to track a phone call?

Call intelligence platforms, like Phonexa’s Call Logic, provide instant and accurate insight into the source of a call. With phone call analytics and tracking as part of performance marketing technology, it’s possible to track phone calls in real-time and capture crucial caller data without limiting how long the callers stay on the line.

What are call center metrics?

Call center metrics are measurable performance benchmarks that demonstrate the performance of service center agents and call centers. By using key metrics such as agent productivity, operational efficiency, and customer satisfaction, brands can identify areas of improvement and track growth in their team’s performance.

What is call quality monitoring?

Call quality monitoring is essential for customer-centric organizations to ensure the highest quality calls and other customer interactions. By recording agent-customer conversations and assessing each aspect of the journey from start to finish, contact centers can use data-driven call analysis to improve resolutions, leading toward improved customer satisfaction levels and business growth.