What Is Keyword Spotting?

Keyword spotting is a call tracking software feature that scans what’s said on a call and flags specific words or phrases that correlate with specific marketing outcomes. It can be a product or competitor name, a phrase like “not interested” or “cancel,” or a compliance term.

Those flagged words provide a lot of insights. Knowing that “price” came up on half the calls that didn’t convert, or that a certain phrase keeps showing up right before a sale, gives you highly important data to act on.

Keyword Spotting: Why Is It Important?

For businesses handling hundreds and thousands of calls daily, you don’t have time to listen to all those calls – and you don’t have to because keyword spotting can do all the work in a fraction of a second per call.

Next, for flagged calls, whether buying signals or warning signs, you can identify which campaigns attract ready-to-buy callers and which attract people who hang up.

In a pay per call context, keyword spotting protects quality and margin at once. Spotting the words that mark a junk call, a misrouted caller, or a compliance risk means those calls get caught early, saving the agent’s time and potentially even preventing disputes. 

Keyword Spotting with Phonexa: Catch the Words That Matter

Usually, businesses that rely on calls have no way to know which conversations are worth revisiting. With call spotting software, though, you know exactly which calls contain which keywords tied to which outcomes – an invaluable piece of knowledge for marketing.

Inside Call Logic, Phonexa’s call tracking and distribution software, you can:

• Flag the words and phrases that mark a sale, a risk, or a wasted call
• Tie spotted keywords back to the campaign, source, and buyer
• Find the calls worth reviewing without listening through all of them
• Use what’s said on calls to shape how campaigns are priced and routed