Call analytics: Analyzing calls means managing them

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Mobile Search Will Bring 73 Billion Calls to Businesses in 2018
Content
Mobile Search Will Bring 73 Billion Calls to Businesses in 2018
5 More “Mobile” Facts in Favor of Call Analytics
Call Analytics from UIS: Virtual PBX with Call Tracking
Call analytics in practice
These are the global predictions of the BIA/Kelsey team. Even if they come true in part, there is no doubt that the future of CRM is in call monitoring:

technological (using the basic tools of the bolivia phone numbers Virtual PBX - detailed reports, segmentation and personalized call processing, automation of work with calls through customer accounting systems such as CRM, etc.);
and marketing (using call tagging or call tracking tools ).
Analytics of call quality and efficiency comes to the fore. This is a direct way to influence the level of customer loyalty and purely economic indicators (ROI, CPL, etc.).

5 More “Mobile” Facts in Favor of Call Analytics
We have already mentioned the volume of calls that mobile search traffic alone will soon bring to the company. What else is behind the migration of website visitors to smartphones (by 2020, mobile traffic in Russia, according to Cisco forecasts , will grow 8 times)? Let us present the data from studies by Western companies (thanks to the CallRail team), which can be extended to Russian realities with certain reservations:

70% of smartphone users use click-to-call to call a business directly from search results;
57% of them call because they want to talk to a real person;
calls from mobile phones can boast a conversion rate into sales that is 10-15 times higher than the same indicator for various application forms on the website;
61% of users consider the availability of click-to-call to be the most important option for placing an order from a website;
On average, in recent years, she has been credited with an annual increase in the company's total number of calls of 19%.
Don't waste your advertising budget
The call tracking and end-to-end analytics service will show the effectiveness of each source in terms of “from click to sale”.

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Call Analytics from UIS: Virtual PBX with Call Tracking
UIS allows you to take control of all communications with clients. In the basic report for UIS Virtual PBX, Calls, it is easy to monitor the quality of technical processing of calls from any device: analyze how long your clients wait for a connection, and control all stages of call forwarding within the network (for example, see how long the communication between operators lasted during the transfer, or simply identify errors in call processing scenarios in a timely manner ). Here you can also listen to conversations that have taken place.


Connecting call tracking will allow you to collect data on call channels to your company, and for a more detailed study of advertising effectiveness (up to its payback), it is better to use end-to-end analytics , which will show how appropriate it is to spend your marketing budget on promotion in each of the channels. As a result, you will be able to increase the return on advertising by optimizing the cost of attracting calls through various sources.


Call analytics in practice
There are many examples of the use of call analytics tools. Here are just a few of our clients' cases:

Web studio. Reducing the cost of a lead by 29%. How: connected call tracking, set up telephony integration with CRM, introduced a KPI system for marketers.
Online store of building materials. Reducing the cost of a call by 17%, reducing the advertising budget by 50%. How: we connected call tracking, identified unprofitable advertising, using call listening we identified problem areas in their processing and eliminated them (we set up a voice greeting and improved the script for employee conversations with potential clients).
Portal for renting and selling real estate. Reducing the advertising budget by 10% without losing the volume of calls attracted. How: connected call tracking, received and took into account unexpected conclusions about conversion from different traffic sources.
Our specialists will be happy to advise you on the capabilities of UIS tools that will help you implement something similar within your business.