Many industries attempt to monitor their incoming and outgoing communications, and there are many reasons for doing so. These reasons range from ensuring customer service is up to par, logging customer interactions for training purposes, and tracking marketing campaign successes. Emails are routinely captured by Customer Relationship Management (CRM) platforms – such as Salesforce – where the words can be filtered to produce reports of keywords and trigger processes.
The same can be done with calls, with a call tracking solution that can record or even transcribe calls, enabling businesses to monitor their calls in real time and gain valuable insight into how their staff interacts with customers.
Which industries need software for call tracking?
Some industries are more likely to need them than others. Industries that heavily rely on customer service and sales calls. Whether the need is for call number tracking, frequency recording, or complete transcription, such industries can benefit from call-tracking solutions.
Industries such as hospitality, travel, retail, e-commerce, financial services, healthcare, education, and government are all prime candidates for a call-tracking solution. It allows businesses to monitor customer interactions in real-time and gain invaluable insight into how their staff interacts with customers.
Retail, perhaps unsurprisingly, demands the best call tracking solution, with the ability to monitor customer service calls, sales teams, and call centers. Retail businesses should understand how customers are being handled on the phone and whether their staff is following protocol. Call tracking solutions can record calls and detect keywords that trigger processes or flag potential issues. An example of when this might be useful is if the word “complaint” is detected, the case on the CRM can automatically be flagged as an escalation or even assigned automatically to the Customer Relations team.
Real Estate is another industry that can benefit from a call-tracking solution. Sales and customer service teams need to monitor all incoming calls. Real estate agents may use the solution to record client interactions for training or as evidence of their activities, ensuring that agents adhere to compliance regulations.
The healthcare industry is highly reliant on customer service and sales calls. With HIPAA regulations in place, all incoming and outgoing calls must be monitored to ensure compliance. Call-tracking solutions can automate the process of logging customer interactions and flag any issues that may arise.
Financial Services is another industry that needs the best call-tracking solution. With strict regulations in place, it’s essential for banks and investment companies to monitor their customer service interactions and ensure their staff is following procedures. Call recordings can be used to detect and prevent fraud and ensure that customer data is adequately protected.
The hospitality industry is highly dependent on customer service and sales calls. Call-tracking solutions can ensure that customer queries are handled accurately and liability for any mistakes can be appropriately managed.
Call-tracking solutions can record and monitor customer service interactions between staff and students in the education sector. It helps to ensure that every student query is handled professionally and correctly, assisting educational institutions in providing excellent customer service and keeping all parties safe. When questions on content or requests for extensions on assignments come in via the phone, call-tracking solutions can provide an audit trail.
For the legal sector, recording customer service calls is essential. Call tracking software helps to ensure that all records are kept in order and are fully compliant with the law. Call-tracking solutions can be used by lawyers, barristers, and solicitors to monitor staff interactions and gain insight into client behavior, while administrative tasks, such as accurately billing clients for time spent on the phone, can be managed more efficiently.
No matter the industry, a call-tracking solution for business is becoming increasingly important. Call tracking ensures that customer calls are appropriately monitored. These solutions can help manage liability issues, detect fraud, provide audit trails, and make administrative tasks more efficient. They also offer invaluable insight into how customers interact with staff on the phone, which can be used for training purposes or flagging potential problems. With all these benefits combined, it’s no surprise why many industries rely heavily on this technology today!
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