Call Management

Introduction

CallSource is the premier technology-enabled business performance company who invented call tracking over 25 years ago.

Having tracked over 1 billion phone calls, CallSource is the industry expert in all things call tracking. We have developed our products based on our clients’ feedback, wants, and needs.

CallSource is much more than just a SaaS call tracking company. With human-analyzed lead scoring, appointment confirmation, and employee performance overviews, as well as real call coaches and a reputation management system that responds to reviews for you, CallSource aims to help our clients improve in all aspects of their business.

No matter how you record your phone calls, or where you receive online reviews, CallSource provides data-driven recommendations to improve your marketing spend, optimize employee performance, manage your brand reputation, and help increase your bottom line.

If you are not using any call tracking solution, you are blindly making decisions for your business. Ringing phones are a sign of a healthy business, and you spend many thousands of dollars to make phones ring. Call tracking is essential to make informed marketing decisions based on real data, not assumptions, of marketing and employee performance.

The CallSource Purpose is to enhance performance, accomplishments, and results for individuals and organizations in work and in life. We are here to help you on your business journey.

How the CallSource Solution Works

“Whenever you see a successful business, someone once made a courageous decision.”
– Peter Drucker 

What sets CallSource apart from our competition is our human element.

We humanize your business through our data, giving you actionable options for what you can do right now to improve.
We have unparalleled customer service because of the great humans who work at our company.

We are the only call tracking company that uses humans to score and analyze phone calls, as artificial intelligence (AI) still isn’t at a place to compete with human accuracy.

Although it is a marketing attribution technology, call tracking helps you get to know your customers and what drives them to your business. Data is necessary to make informed business decisions, but it does nothing for your organization without humans diagnosing the data and taking actions based on analytics.

What is call tracking?

At its simplest, call tracking is a set of unique phone numbers (local or toll free) for each marketing campaign that you want to track. Ideally, you should include all of your ad sources, such as your website, direct mail pieces, television advertising, and online listings. All calls to these numbers are routed to your main line(s).

When a potential customer calls in to a call tracking number, detailed information — including the caller’s phone number, name, address, connection status, duration, and more — is automatically captured. The call recordings can be listened to almost immediately after the fact for review.

By viewing call tracking reports, you can see which advertisements drive the most calls to your business, and whether or not you need to move around some of your marketing spend for the best ROI. You can also see the busiest call times for your business, so that you can staff your employees accordingly.

Moving beyond call tracking

Call tracking benefits all appointment-based business. However, there are many more solutions to truly move the needle for your business.

CallSource’s call management solution, which is a suite of our products, tracks and records phone calls, then filters those calls through our phone analytic system. No other solution comes close to the accuracy of CallSource.

While our competitors rely on the speech analysis of robots and crowdsourcing to monitor your calls, we use real people who know your industry to listen and determine the true outcome of every call.

With lead scoring, appointment-conversion rates, employee report cards, call coaching, and reputation management, there are many solutions to help improve employee performance and accurately attribute marketing.

Employee Performance Improvement & Brand Management

“You now have to decide what ‘image’ you want for your brand. Image means personality. Products, like people, have personalities, and they can make or break them in the marketplace.”
– David Ogilvy 

What Brand Management Means for Your Business

Having a consistent and cohesive brand is important for any successful business. Your brand isn’t just a pretty logo plastered on different materials; it encompasses what your business stands for, and what problems you solve for your customers.

CallSource empowers a consistent brand experience for your customers from the moment a potential customer calls your business. Your call handlers are a potential customer’s first impression of who your business is. How your employees speak to customers should be consistent with how your website represents you, and the tone you use in your online review responses. By speaking with united messaging and similar tones, your brand becomes more personal and is able to connect with consumers on a deeper level.

Your employees are an integral part of your brand. By properly managing your employees and their performance, you are managing your brand and its reputation.

Improving Employee Performance

Your phone handlers are callers’ first impression of your business. No matter your industry, as a business that relies on appointments to drive customer acquisition and sales, you need your phone handlers to deliver a consistent phone experience and adhere to the principles of a successful call. Call handlers should have a sales-type mentality when answering all inbound calls, with their number-one goal being to gain the caller’s commitment to your business by the end of the phone conversation.

It is not enough to be polite and answer questions; call handlers must take control of the conversation and ask callers to set an appointment with your business.

How do you ensure that your employees are delivering consistent service while selling the appointment to customers if you are not measuring performance?

Improve employee’s phone skills with our free call handler audit.

The Importance of Measuring Call Conversion Rates

By receiving analytics on your employees’ phone calls, you can easily see where your call handlers are excelling, and where they need more training and coaching to improve.

CallSource scores all inbound calls with real human analysts at an accuracy rate of 95% or above. Our analysts listen to and categorize calls based on true prospects and appointments set. We analyze each phone call so you don’t have to. The benefits of third-party scoring versus self-scored calls means your call handler is concentrating on the customer and not trying remember every nuance of the call. Having CallSource score your calls also means that every call is consistently scored, providing the business with unbiased data to make better-informed decisions.

Missed opportunity alerts allow you to take control of call handlers’ lost leads to recapture lost business, and improve appointment conversion rates. Without insights into how many of your inbound leads do not commit to an appointment during the phone call, you are losing business to your competitor.

Increasing Conversion Rates Through Call Coaching

Your call handlers’ calls are scored based on key indicators to ensure that proper conversational tactics for a successful, appointment-driven phone call are employed. Managers and employees receive a scorecard of call-handling performance. Call coaching is also available to boost performance where it is needed.

CallSource’s criteria for call-handler performance is based on over 25 years of analyzing and scoring phone calls. Call handlers are scored using a special scorecard developed by CallSource and honed over the years, called our Core Four Principles of a phone call.

With employee scorecards, appointment conversion rate reports, and call coaching, you will have real data to help improve your employees’ skills. Using this personalized data to learn which employees need help and what they need help with will help call handlers improve phone expertise, and enable them to set more appointments, giving your business more opportunities to make sales.

“I always thought my staff was great, but after I bought a new office, and compared its poor marketing results to our other offices, I suspected the front office staff was underperforming. I didn’t have the visibility to be sure what the problem was and I needed a way to know for sure. With the data CallSource provided, I knew which phone staffers learned from the training we gave, and I knew when a specific phone handler fumbled. It was one of the top three best business decisions I ever made.”
– Mark Sanford, CSG Better Hearing 

Measuring Your Success With Marketing Attribution

“Half the money I spend on advertising is wasted; the trouble is, I don’t know which half.”
– John Wanamaker 

To accurately attribute your marketing spend and its success, you must track it.

Call tracking is the most accurate way to attribute your offline marketing. Knowing what you spent per advertising source, and tying that back to the number and quality of the calls that it drove, gives you your true ROI.

How CallSource Helps Inform Your Marketing Spend

We know that it costs money to make the phone ring, and even more to convert a lead into an actual appointment. CallSource reporting takes the guesswork out of where to invest your marketing dollars, and serves as leverage with your vendors when it comes time to evaluate your advertising performance.

Ensuring that a third party is tracking your marketing performance (instead of relying on reports provided to you from your different marketing vendors or personal evaluations) provides reliable and accurate data for better results.

By not only simply seeing how many calls are coming in from each ad source, but by viewing the types of calls coming in filtered through our human analytics, you can see if your magazine advertisement is truly bringing in 50 leads per month, or if 90% of those inbound phone calls are repeat callers or solicitations.

Reviewing call conversion reports by marketing source can help isolate poorly performing ads and highlight ads that are bringing in leads who are ready to schedule the appointment. Call conversion reporting can also give insight into which of your call handlers are not converting prospective customers into appointments, so you know where to focus your efforts.

“CallSource has helped us track specific marketing efforts, giving us a better negotiating position with various media outlets when it comes to setting prices for time and space.”
– Phil Clement, Daniel’s Energy 

Online to Offline Attribution

Although call tracking was invented before digital marketing existed, there are many similarities between the two. Both offline (or traditional) and digital attribution are indicators of advertising effectiveness. Both shed light on your customers’ journey to your business and offer ROI reporting. When you couple digital and offline attribution together, a customer’s entire journey is revealed.

Just as CallSource pioneered the call tracking industry, our digital platform is unlike any other, bringing offline and online attribution together to accurately track your customers not only across domains and channels, but across devices.

Our platform is one-of-a-kind, tracking every phone call, chat, text, and web visit that’s coming from your advertising – all in one real-time dashboard.

Conclusion

“Outstanding people have one thing in common: an absolute sense of mission.”
– Zig Ziglar 

As an appointment-driven business that relies on the phone to make sales, you will greatly benefit by using CallSource’s solutions and putting in the effort to improve your performance.

With 99.999% uptime, we’re your source for reliability and confidence that your calls are getting through. Our platform is proven, and we work with only the finest Tier 1 class phone carriers.

Although most call tracking services utilize AI and speech analytics to deliver their call analyses, CallSource uses real human analysts to listen to calls and deliver highly accurate data. While speech analytics is useful for a number of things, it lacks the accuracy required to grade an employee’s telephone skills fairly.

CallSource also has the best team to deliver the best-rated customer service. Every client gets a dedicated team assigned specifically to them as well as round-the-clock customer service teams working to make sure that you never go with a question unanswered.

“I can’t say enough about the support we have received from the CallSource team, especially our account rep who is always there to answer our questions or schedule and conduct dealer trainings.”
– Mitch Gaber, Englert, Inc. 

Getting Started with CallSource

Onboarding with CallSource is easy to do. We will provide you with new toll free or local phone numbers to publish on your various marketing sources. If you prefer, you can port in your existing marketing source numbers, or integrate your existing recording method to benefit from our services.

Customer service is the number-one priority for us, and every client receives a designated team of CallSource representatives on their account. Your CallSource team will have an introductory call with you within days of signing up to guide you through any set up and walk you through our easy-to-use reporting platform.

Our continuing advisory services will ensure that you are not just getting data delivered to you, but that you know how to use this data and set goals based on our reporting.

Start Now

CallSource’s solutions provide the insights based on 25+ years of experience and over 1 billion phone calls tracked. In order to grow your business and acquire new customers, you will need to put in efforts to improve. Using call tracking and actionable analytics will guarantee your future improvement success.

It’s time to let us help you reach your goals. CallSource is ready to take this journey with you.

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