Outbound Call Tracking Software Features
Outbound call tracking software has a variety of features to record, transcribe, and analyze calls. These features allow users to focus on prospecting leads as well as take care of current customers.
Tracking numbers — Some outbound call tracking software provides users with tracking numbers that can be used with area codes from anywhere in the world. For example, if a midwest sales representative is reaching out to a lead on the east coast, then the call will appear to the receiver denoting that the sales representative is local and with an east coast zip code. This provides a higher success rate with calls being received as people will feel more comfortable answering a phone call from someone in the same area code.
Outbound call reports — Outbound call tracking software provides users with reports that allow them to track the overall rate of response from outbound calls. This feature can help users track their performance.
Peak hours — Peak hours features of outbound call tracking software use analytics to determine what the peak hours are to place outbound calls. This feature drills analytics down to different time zones and will alert the user which peak hours are for each lead. Understanding what times are the most effective for outbound calling will result in higher answer rates.
Call recording — Call recording features allow users to analyze past conversations with leads and prospects. This helps users identify any common pain points and improve overall call strategy.
Call notifications — Call notification features provide users with various notifications regarding missed and upcoming calls. If a user missed a call and never reached back out to a lead, then the software will remind and notify the user. Similarly, if a user has an upcoming call scheduled, then the software will notify the user ahead of time to prepare for the call.
Call logging — Call logging features automatically logs the date, time, duration, and outcome of a call. This helps users identify how long it has been since they have connected with the prospect, and whether or not the prospect answered or stayed on the phone for a long time. Automatic call logging means users do not have to remember to log the call as well which saves them from tedious manual work.
Other Features of Outbound Call Tracking Software: Automated Emails Capabilities, Click-to-Call Capabilities, Daily Summary Capabilities, Sorts Prospects Capabilities
Potential Issues with Outbound Call Tracking Software
Excessive contact information — Often, businesses already have a contact information software in place such as a customer relationship management (CRM) software. When businesses install a CRM alongside an outbound call tracking software, it may often lead to mismatched contact information where one software lists a different contact number than the other. This can lead to confusion and eventually require the user to hunt down the correct information, hence wasting time.
Lack of customer trust — Outbound call tracking software has the capability of making calls with an area code that appears close to the customer who is receiving the call. When the customer discovers that the call is not actually being made from the same area, it may deter them from continuing a conversation.
