Don’t let inbound leads fall through the cracks due to missed calls or poor employee performance.
Do you hear that?
The ringing.
…..and ringing…..
………and ringing.
Voicemail.
And do you hear that from over there?
A call handler on the phone with a prospect.
This one is interested!
But wait – oh – they said they’d have to think about it and your call handler just said “okay” and let them hang up.
So do you hear it?
These are your precious marketing budget dollars being thrown away with every missed phone call or missed appointment opportunity.
Do you know exactly how many calls are being missed in your office, as well as how your call handlers are handling phone calls?
These are two very vital aspects that you should be paying attention to.
How do you make sure you are getting the most out of your marketing dollars spent?
Call tracking is useful in many aspects for bettering your business – but let’s focus on how it can help you in the two areas noted above.
Take control of your missed calls
If you have a properly staffed business with enough call handlers and rollover lines, you shouldn’t be missing many calls.
You may think you aren’t missing many, but how do you know for sure?
Call tracking delivers specific missed call reports so that you can see an overview from how many missed calls you receive in any period: yearly, monthly, daily, weekly – all the way down to by hour.
By viewing these reports, you can verify your busiest phone times and days to make sure you have enough people to answer phones on the schedule. Perhaps by looking at the data, you may conclude that you have too many missed calls overall and need to hire an additional call handler or use an answering service.
Use the data to determine your decisions.
Another benefit that your call tracking service should offer is missed call notifications. With these, you can be notified immediately when a call goes unanswered for whatever reason.
These notifications can even pick up if the caller hung up before you were able to pick up the phone. They also deliver the phone number the call originated from so you can work at the moment to return the call.
Stop missing calls and take control of your phones.
Ensure your employees are handling calls appropriately
Ok, so now your call handlers are picking up most phone calls – how well are they doing in booking those callers into appointments?
If your marketing is working and your phone is ringing with prospective customers, you don’t want to lose those prospects and not convert the call into an appointment due to call handlers’ lack of skill.
Instead of relying on hovering over your employees and trying to listen to their phone calls, a good call tracking option should also have a call conversion plan as well!
CallSource has live human analysts score employees’ phone calls not only to see how many leads they are converting into an appointment or where they are missing the opportunity to book but also to score certain aspects of the phone call to make sure that they are being successful and giving a good caller experience.
By looking at these reports and seeing your overall appointment conversion percentage as well as broken out by the call handler, you can see if you are making or missing your appointment goal. If there are specific call handlers that need more help than others (or maybe all can use a bit of a push), there is call coaching available as well. Make sure to have frequent team and one-on-one meetings with your employees to discuss if they are meeting their KPI’s.
Feel free to reach out to a CallSource representative if you’d like to learn more about how CallSource can help you improve your marketing ROI and employee performance.
