Call Tracking Software

What Makes A Good Call Tracking?

If you’re looking for call tracking software, there are plenty of options out there—but none of them are perfect. At the very least, you need to know what to look for in a call tracking solution. Here are some tips for choosing the right one for your business needs.

Call recording: Call tracking requires you to record every single call made through your company’s contact center. A lot of times, this means setting up a separate device to record calls. But, if you’re looking to track calls across multiple devices, a standalone call recording system may limit you. Some call tracking software includes built-in call recording capabilities, allowing you to record calls on any device.

Call reporting: Call reports are essential for understanding the effectiveness of your contact center agents. And, they’re necessary for keeping your agents accountable when it comes to customer service. With call reports, you can see where each agent falls short. It’s also helpful to see how well your team communicates with customers.

Analytics dashboard: Every call tracking software should have an analytics dashboard to allow you to easily view and analyze your data. This will give you insights into how well your agents are performing, so you can improve training programs or increase productivity.

Real-time chat integration: Real-time chat integrations let you monitor live conversations in real-time. Chat integrations are especially useful when you want to provide instant feedback to your agents during a live conversation. They also help you manage workflow by letting you assign tasks to agents in real time. When you integrate a chat platform like Skype for Business, you can also create a presence channel that automatically appears in the chat window.

Multi-device compatibility: Multi-device compatibility lets you monitor calls made from all sorts of mobile devices—from iPhones to Android smartphones. It’s also a must-have feature if you want to track calls across different platforms.

What Is Call Tracking Software Call tracking software helps companies understand how visitors interact with their website. It records the number of calls, duration of each call, the source of traffic, and other information.