Announcements & Events

“CallSource^® Reflections” is a blog series by CallSource’s^® co-founder and President, Elliot Leiboff. Elliot co-founded CallSource^® alongside the late Jerry Feldman in 1992. Over the years, Elliot has developed a small call tracking company to a full service lead generation performance organization. CallSource^® invented call tracking. Elliot has witnessed a myriad of inventions, tried different strategies, invested in technologies and basically seen it all.

CallSource^® is a classic American tale of an idea that turned into a business that has thrived through grit and determination. “CallSource^® Reflections” is Elliot’s blog series on lessons learned as a business owner before the era of startups and VC funding.

Elliot’s monthly blog contributions take the reader on the journey of how our solutions have evolved.

 

You Want Results… We Deliver Them

Call tracking started as strictly a service to companies – and there are still some SaaS companies out there that deliver the product, but it is up to you, the consumer, to put that data to use.

CallSource^® strives to deliver more than empty data and reports – we want to give you actionable analytics. Now that you have the data, what do you do with it? That is where you need Results^®.

Beyond analytics and consultation, Results^® was designed to improve performance. Know every step of your callers’ phone calls, all the way from the first ring through to the appointment opportunity – as well as your call handlers’ performance. But Results^® doesn’t leave you to do the guesswork. That is why we created our Advisory team to assist all clients on our Results^® program – to help you put meaning behind the metrics.

CallSource^® Advisors know the right questions to ask to move the meter in your business.

• Does your marketing generate enough qualified prospect calls to allow you to meet revenue goals?
• How can your marketing ROI be improved?
• Are you converting enough leads to appointments and, eventually, sales?
• How can the conversion process be improved?
• Does your training program deliver measurable performance results?

CallSource^® Advisors review and rank each employee’s lead-conversion performance. When skill gaps are uncovered, individualized training is provided via Our University^®, a proprietary, client-branded learning management system. CallSource^® analysts compare and report each client’s performance to that of their industry, their region, and to other locations within their organization. Advisors share best practices from multiple industries.

Results^® is a closed-loop system that remains permanently in place, monitoring client performance, training new-hires and retraining employees when their performance trends downward. It is the evolved version of a service that all started with call tracking.

CallSource^® is always evolving to meet our clients’ needs. Our Results^® program and Advisory Services team were created out of a necessity to help our clients achieve their business goals.

With Results^®, you aren’t digging for answers on your own – you have a partner at CallSource looking out for you every step of the way, and cheering you on to keep you on the path of success.

“CallSource^® Reflections” is a blog series by CallSource’s^® co-founder and President, Elliot Leiboff. Elliot co-founded CallSource^® alongside the late Jerry Feldman in 1992. Over the years, Elliot has developed a small call tracking company to a full service lead generation performance organization. CallSource^® invented call tracking. Elliot has witnessed a myriad of inventions, tried different strategies, invested in technologies and basically seen it all.

CallSource^® is a classic American tale of an idea that turned into a business that has thrived through grit and determination. “CallSource^® Reflections” is Elliot’s blog series on lessons learned as a business owner before the era of startups and VC funding.

Elliot’s monthly blog contributions take the reader on the journey of how our solutions have evolved.

 

Your Most Expensive Telephone Call

If you sell high-priced goods or services, odds are that most of your sales start with a telephone conversation. Your goal on the phone is to set an appointment for an in-person close. If that call goes poorly, no appointment is set and the sale is lost to a competitor. This is your most expensive telephone call.

How can you avoid wasting marketing dollars to lost phone leads? Nearly 25 years of call tracking and call analytics have taught us a number of ways to significantly improve telephone lead conversion.

Answer the phone

First, make sure that all of your inbound calls are answered. This should go without saying, but a surprising number of companies lose business because of sporadic phone coverage or excessively annoying IVR menu systems. By using a call tracking service, you can identify your peak traffic days and hours, how many calls are abandoned – and when and why your business is missing calls.

Fine-tune your marketing and advertising

You will reduce time wasted by non-prospects if you publish a clear message in the specific media sources that deliver the highest percentage of true prospects. Proper call analytics will identify the best messaging and best media for your business.

Ensure your call handlers’ success

Coach and train your call-handlers to build relationships, understand your callers’ needs, create value in your product and your company, and ask for the appointment. If you lack the time to coach and train, of course we’d like you to use our services, but there are other providers to select as well.

Follow up on missed sales opportunities

Nobody handles every call perfectly. That is why we created DealSaver^®, a service that gives you a second chance at otherwise-lost opportunities. Trained analysts review your calls for lost revenue opportunities. When an appointment could have been booked but was not, you receive a DealSaver^® Alert identifying what went wrong, along with a recording of the call itself. A prompt follow-up will often save the deal.

Stop throwing marketing dollars away due to lost leads – and make your telephone calls worth the money you spend.

“CallSource^® Reflections” is a blog series by CallSource’s^® co-founder and President, Elliot Leiboff. Elliot co-founded CallSource^® alongside the late Jerry Feldman in 1992. Over the years, Elliot has developed a small call tracking company to a full service lead generation performance organization. CallSource^® invented call tracking. Elliot has witnessed a myriad of inventions, tried different strategies, invested in technologies and basically seen it all.

CallSource^® is a classic American tale of an idea that turned into a business that has thrived through grit and determination. “CallSource^® Reflections” is Elliot’s blog series on lessons learned as a business owner before the era of startups and VC funding.

Elliot’s monthly blog contributions take the reader on the journey of how our solutions have evolved.

 

As the consumer journey to purchase changes, so must marketing.

Nearly 25 years ago, when CallSource first invented call tracking, the “consumer journey” almost always began as a response to a print, mail, or broadcast ad. Consumer research relied upon printed publications like “Consumer Reports,” a telephone call, or visit to the seller’s location.

With the ascendancy of the Internet, the nature of marketing and consumer research – and the course of the consumer journey – has changed. You could say the balance of power has shifted from the seller to the consumer, as seemingly infinite product and pricing information have become readily available.

To the surprise of many experts, online marketing has increased, not decreased, the prevalence and importance of telephone leads. This is largely due to the merger of computer and telephone into Smartphones. While consumer calls remain highly valued, along with consumer marketing, the consumer journey may now begin with a keyword search, response to an email or social media campaign or an online ad. The consumer now has Web form, chat and text as alternate means of communication.

What do these changes in consumer behavior mean to business? So far, it has meant a major shift away from “traditional media” into online marketing and advertising. An informative and easily navigated website is a basic necessity. Searchability, both organic and paid, is increasingly important. Well-executed social media campaigns are producing significant traffic. Marketers need new skill sets.

The many new avenues that exist between business and consumer have meant an explosion of data for businesses to track and analyze. The complexity of establishing and managing Google Analytics and other online analytics often forces businesses to rely upon reporting from the very same companies that manage their online optimization and/or marketing. This can be seen as the fox guarding the virtual henhouse. Even when the fox is on good behavior, online analytics can’t actually track the complete consumer journey. All they see is the last website the consumer visited before arriving at yours.

But independent, automatic, easy-to-understand web analytics do exist. Unlike other systems, Digital AI^sm by AutoID can track a specific consumer across domains, accurately attributing the source that generated the lead, along with those that nurtured it on the way to your website. A real-time dashboard can report your calls, chats, and web forms. When a prospect visits a competitor’s website, you receive an alert.

For auto dealers, Digital AI also reveals which vehicles a visitor views – on your site and competitors’. Digital AI identifies hot prospects among recent visitors to your website, based on their current and historical activity. It also helps predict ideal inventory by identifying the most-viewed models and trim in your market and charting your advertised price vs. your competitors. When used in conjunction with CallSource call tracking, Digital AI can automatically assign and manage up to three dynamic numbers (sales, service & parts) on your website.

So, don’t stop working to improve your availability to consumers and your lead conversion skills, both online (via web and chat) and offline (via telephone). Track and analyze every form of marketing you use, both online and offline. Take advantage of service providers with experience and expertise in today’s marketing, lead tracking, analytics, coaching and training. Give the consumer every conceivable route to your business and be ready to greet him or her at your physical or virtual place of business.

“CallSource^® Reflections” is a blog series by CallSource’s^® co-founder and President, Elliot Leiboff. Elliot co-founded CallSource^® alongside the late Jerry Feldman in 1992. Over the years, Elliot has developed a small call tracking company to a full service lead generation performance organization. CallSource^® invented call tracking. Elliot has witnessed a myriad of inventions, tried different strategies, invested in technologies and basically seen it all.

CallSource^® is a classic American tale of an idea that turned into a business that has thrived through grit and determination. “CallSource^® Reflections” is Elliot’s blog series on lessons learned as a business owner before the era of startups and VC funding.

Elliot’s monthly blog contributions take the reader on the journey of how our solutions have evolved.

 

With marketing’s evolving needs, CallSource^® knows to provide new solutions to keep up with our clients’ success.

In 2017, with the internet as one of our main forms of communication besides telephones, a tracking solution is incomplete unless it can also track and analyze web leads alongside phone leads. This is why, as I’ve mentioned, the CallSource^® solution, while still focusing on call tracking, has moved beyond providing only simple phone tracking.

CallSource^® is consistently bringing new technology-enabled services to meet the evolving needs of marketing and sales executives in the Auto, Health and Home Services industries. Our newest product, Digtial AI powered by AutoID, generates unique fingerprints of individuals’ computers and mobile devices, as visitor profiles, to allow for the simultaneous tracking of each customer’s online journey and calling activity.

We knew the importance of gaining a new solution like Digital AI in the ever-evolving technology space of today. Although we will use costlier solutions such as our human analysts for the most precise lead-scoring accuracy when need be, we will also invest in superior technology solutions such as Digital AI from AutoID to ensure that our clients have accessibility to the most accurate, actionable analytics available to them.

Digital AI’s precise analytics and actionable reports provide the data necessary to measure the effectiveness and engagement of digital marketing campaigns and, ultimately, increase sales.

Our goal at CallSource^® has always been to help our clients improve in different aspects of their business which then eventually leads to increased sales and therefore more money in their pockets. Digital AI from AutoID does just that—in a new, different and technologically advanced way. This product helps create the complete 360 degree view for our clients all the way from call tracking to web analytics.

Although bettering a business takes a bit of hard work and effort. CallSource ensures that our solutions are as easy and intuitive as possible for our clients. With only a simple line of code, (no cookies required) and an automatically aggregated, simple interface with customizable dashboards, Digital AI from AutoID stays true to CallSource’s^® undertaking of making it as easy as possible for clients to improve their business.

For your business, you can always trust CallSource^® for the most accurate and actionable analytics available. We will make sure of it.

“CallSource^® Reflections” is a blog series by CallSource’s^® co-founder and President, Elliot Leiboff. Elliot co-founded CallSource^® alongside the late Jerry Feldman in 1992. Over the years, Elliot has developed a small call tracking company to a full service lead generation performance organization. CallSource^® invented call tracking. Elliot has witnessed a myriad of inventions, tried different strategies, invested in technologies and basically seen it all.

CallSource^® is a classic American tale of an idea that turned into a business that has thrived through grit and determination. “CallSource^® Reflections” is Elliot’s blog series on lessons learned as a business owner before the era of startups and VC funding.

Elliot’s monthly blog contributions take the reader on the journey of how our solutions have evolved.

 

CallSource knows that to keep helping our customers, we have to keep implementing helpful solutions.

When CallSource^® was started in 1992; a simple call tracking solution was enough to “wow” businesses. But soon after the birth of call tracking as a service, we knew that simply tracking calls wasn’t enough to meet our clients’ future wants and needs. Once a client had evaluated the advertising sources and the marketing messages available to them, what else could we provide to further benefit their business? Once other companies saw what CallSource^® had invented, what would prevent the commoditization of call tracking?

While every business said they wanted sales and marketing data, most clients lacked the time or the analytical skills to utilize the valuable data presented in CallSource^® reports. Month after month, their performance remained unchanged. This was not our fault, but it was our problem.

In response, we launched a “do for you” service model, in which our agents evaluated calls and presented a monthly telephone performance report card for each employee. At the same time, CallSource^® analysts identified actionable items from client data and recommended ways for our clients to improve their marketing ROI and lead conversion.

Even with these expanded metrics and analytics, too many clients still failed to achieve optimal results. We needed a solution that not only identified the pain and offered advice, but delivered results. We found the way, patented the process and delivered our Advisory Support Services. With a dedicated Advisor assigned to each CallSource^® account, clients’ have a go-to person to help them analyze their data, recommend areas and plans for improvement, and hold them accountable to their goals.

Along with our dedicated CallSource^® representatives assigned to specific accounts, CallSource^® always has and continues to use human analysts to score and grade every single call. Why is this so important? I touched on this in a previous article – there simply is not any current technology that lives up to the standards of analyzing call recordings with the accuracy that human analysts deliver. And because CallSource^® wants to deliver the best results to help our clients better their business, we invest in solutions that are precise and useful for our clients.

In my next post, I will focus on another solution CallSource^® has recently started delivering to clients – because we know to stay in the forefront of the industry and to help our clients best, we need to deliver useful solutions that move beyond call tracking alone.