Cookie Preference Centre

Your Privacy
Strictly Necessary Cookies
Performance Cookies
Functional Cookies
Targeting Cookies

Your Privacy

When you visit any web site, it may store or retrieve information on your browser, mostly in the form of cookies. This information might be about you, your preferences, your device or used to make the site work as you expect it to. The information does not usually identify you directly, but it can give you a more personalized web experience. You can choose not to allow some types of cookies. Click on the different category headings to find out more and change our default settings. However, you should know that blocking some types of cookies may impact your experience on the site and the services we are able to offer.

Strictly Necessary Cookies

These cookies are necessary for the website to function and cannot be switched off in our systems. They are usually only set in response to actions made by you which amount to a request for services, such as setting your privacy preferences, logging in or filling in forms. You can set your browser to block or alert you about these cookies, but some parts of the site may not work then.

Cookies used

Performance Cookies

These cookies allow us to count visits and traffic sources, so we can measure and improve the performance of our site. They help us know which pages are the most and least popular and see how visitors move around the site. All information these cookies collect is aggregated and therefore anonymous. If you do not allow these cookies, we will not know when you have visited our site.

Cookies used

Google Analytics

Functional Cookies

These cookies allow the provision of enhance functionality and personalization, such as videos and live chats. They may be set by us or by third party providers whose services we have added to our pages. If you do not allow these cookies, then some or all of these functionalities may not function properly.

Cookies used




Targeting Cookies

These cookies are set through our site by our advertising partners. They may be used by those companies to build a profile of your interests and show you relevant ads on other sites. They work by uniquely identifying your browser and device. If you do not allow these cookies, you will not experience our targeted advertising across different websites.

Cookies used


This site uses cookies and other tracking technologies to assist with navigation and your ability to provide feedback, analyse your use of our products and services, assist with our promotional and marketing efforts, and provide content from third parties


Here are some suggested Connections for you! - Log in to start networking.

Eric Sherman
VP Business Development
Scott Walles
Operations Manager
Metin Tiryaki
Call Center Consultant
Wayne Henry
Head Continuous Improvement Coordinator

Call Tracking Metrics - Blog

Page: 1 | 2

5 Tips for Texting: Getting the Most from Your SMS Marketing

Of the 95 percent of American adults who own cell phones, more than half of us reach for our phones first thing in the morning. We check our social feeds, our email, and see what texts we might’ve missed the night before. We’re waiting for something to pop up. We’re expecting it. Something funny, something compelling, something sharable, buyable, edible, wearable—just something.

For marketers, this is a huge opportunity. Of course, we’re talking about all the usual online channels—social media, email, etc.—but there’s another digital channel that doesn’t get quite as much buzz, one that you should be using. That channel is Short Message Service (SMS), aka text messaging, and it can be a very lucrative marketing channel—if you do it right.

To help you make the most of mobile messaging, here are our top five tips for SMS marketing success:


  1. Triggering (and timing) is everything. Results from SMS campaigns don’t trickle in over time. There’s a sharp rise in responses followed by a sharp fall. If you want a solid return from your marketing, you need to make sure the timing is right. Setting triggers to prompt messaging after a customer makes a purchase, renews (or fails to renew) a service subscription, or engages in a specific online activity can help you catch customers and prospects at just the right time.
  2. Remember, there’s no spam folder for text messages. Don’t buy lists of numbers and don’t text every number you have, willy-nilly. We’re all used to getting spam in our email—we expect it—but no one wants their phone blowing up with unsolicited texts. Make sure you get prospects and consumers to sign off on receiving texts from your business. This might give you a smaller recipient list—but it will also give you a more targeted recipient list.
  3. Have relevant value. Segment your audience into those most likely to find value in an offering. You likely have data surrounding prospect and customer demographics, location, previous purchases, etc.—or at least you should. Use that data to your advantage by fine-tuning the list for every text campaign you plan. Otherwise, permission or not, you’re likely to find yourself blocked.
  4. Include the details, briefly. Short messages are a must, but “We’ve got great deals,” is not a strong SMS message. “All music downloads twenty percent off. Click here. Offer ends tomorrow,” is better. It gives specifics, includes a call to action, and a deadline (see above re: timing). Without those details, your recipients are much less likely to act—you’re asking them to do too much leg work to figure out what’s happening. Short is good, but clarity is a must
  5. Measure! Make sure you track the responses you get, the unsubscribes, as well as all the recipient data you can. If a campaign or message triggers a lot of opt-outs, revisit it and determine what you’re doing wrong. If you’re getting positive results, do your best to repeat those efforts. While it’s not always easy to tell exactly why a campaign is working, the more data you capture and measure, the better you’ll do.

Follow these basics and you’re well on your way to a successful SMS campaign. If you’re unsure about the details—tracking data, generating messages, etc., CallTrackingMetrics can help. We’re one of the only call tracking platforms that tracks all SMS communication in conjunction with your advertising data—and we can also help you schedule and send recurring text messages. Find out more about our SMS campaigns by scheduling a demo today.


Publish Date: May 2, 2017 5:00 AM

Your mobile search ads will soon feature a click-to-call option automatically

What’s changing in AdWords February 6th, 2017

If you have landing pages with a strong call to action to place a phone call Google AdWords is going to automatically create call extensions for your ads with the phone number from your landing page.

What this means:

If you’re using Dynamic Number Insertion this means that Google AdWords is automatically going to create call extension with the number matching your websites target number, essentially removing CTM’s call tracking from the call extension.

How to fix it:

If you do not want to receive phone calls from your mobile search ads, please indicate this in AdWords in the Ad extensions tab before February 6, 2017:
• Select “View: Automated extensions report”
• Scroll down to “Automated extension options (advanced)” and click on “Edit”
• Uncheck the option for “Automatic call extensions” under “Do not use specific automated extensions in this account”.

After February 6, 2017, please follow these steps if you’d like to opt out from having Google create additional automatic call extensions in the future. You can also update call extensions yourself directly in AdWords to use different phone numbers or remove them from specific campaigns and ad groups. If you have any questions, please visit the Help Center and don’t hesitate to contact us at any time.

Google AdWords Announcement email:

You’re receiving this message because your AdWords account (customer ID: 774-773-XXXX contains ads that take users to landing pages prominently featuring a phone number. Starting February 6, 2017, call extensions will be automatically added to these mobile search ads using the following phone numbers from your landing pages:

Phone Number(s) +1 888-898-XXXX

You’ll be able to get detailed reporting insights about your calls performance (including call duration, call start and end time, caller area code) and whether the call was connected. You can also set up call conversion tracking to see which parts of your campaigns are driving the most valuable calls.

If you do not want to receive phone calls from your mobile search ads, please indicate this in AdWords in the Ad extensions tab before February 6, 2017:
• Select “View: Automated extensions report”
• Scroll down to “Automated extension options (advanced)” and click on “Edit”
• Uncheck the option for “Automatic call extensions” under “Do not use specific automated extensions in this account”.

After February 6, 2017, please follow these steps if you’d like to opt out from having Google create additional automatic call extensions in the future. You can also update call extensions yourself directly in AdWords to use different phone numbers or remove them from specific campaigns and ad groups. If you have any questions, please visit Google’s Help Center and don’t hesitate to contact us at any time.


Publish Date: January 10, 2017 5:00 AM

Updated Unbounce Integration

CallTrackingMetrics has taken our Unbounce integration to the next level by introducing a FormReactor integration. Now, all Unbounce forms can be integrated with FormReactor, allowing Unbounce users to see both their phone calls and form submissions within CTM’s Call Log and Reporting. The Integration can be setup easily with the use of web hooks.

Learn more about the full Unbounce integration here.


Publish Date: September 22, 2016 5:00 AM

Salesforce Desk Integration

CallTrackingMetrics allows you to take your customer service to the next level with our new Salesforce Desk integration. 

We’ve all been there, when you need to make a service call and are dreading it. When you call and get passed from IVR to IVR, agent to agent, and have to repeat your information every time. It’s frustrating for the caller and an extremely inefficient use of resources for the call center. Thankfully, those days are over with the use of CallTrackingMetrics and Salesforce Desk ticketing.

This powerful integration allows you to sync your Desk tickets with your inbound phone calls, equipping your team with the knowledge they need to be customer service superhero’s. Agents will be able to pull live tickets linked to the customer’s contact information, saving both the caller and agent time and unnecessary frustration.

Link your Desk tickets to CTM today!


Publish Date: September 22, 2016 5:00 AM

Winner, Winner, Chicken Dinner! 7 Ways to Motivate Your Team

Businesses with highly engaged workforces are 43 percent more productive than their less enthused peers, but 71 percent of us are not as motivated as we should be. The result is a loss of $300 billion in productivity every year, nationwide. If you suspect your business is part of that 71 percent, it might be time to kick employee engagement up a notch. Bring motivation, positivity, and increased productivity to your team with these seven tips for upping your energy, overcoming obstacles, and raising the roof:

1. Game your goals – Turn daily tasks into competitions and milestones into quests. Reward accomplishment, recognize winners, and make things fun. You can even create missions that help employees partake in training in their spare time. Also try encouraging employees to use social media. You’ll generate a positive buzz about your team’s achievements, your workplace, and the culture of fun productivity you’re creating—with the side benefit of wooing prospective customers and recruits.

2. Share leadership responsibilities – With a lack of engagement often comes the grumble of, “If I were in charge…” So put everyone in charge—for a meeting or a project. Let different employees’ talents, styles, and passions get noticed as they direct the course of meetings or steer projects that they feel strongly about. This strategy not only builds engagement, but also helps train employees for leadership positions.

3. Volunteer – Lots of businesses talk the talk about the importance of their community, but fewer actually take the time to give back. Consider dedicating some of your business hours to allow your entire team to volunteer for a worthy cause. Even better—assign an employee to take over the job of organizing this effort. Besides showing that compassion comes from the top, volunteering together will also boost teamwork and group bonding—the ultimate win-win.

4. Keep everyone in the know – Secrecy can foster an atmosphere of fear, while openly sharing details of upcoming initiatives, product launches, and other privileged info generates trust. Your employees are adults who deserve to know the truth—good or bad. Be straightforward but optimistic about the challenges you face and outline your needs from every department. Your employees will emerge energized and armed with the info they need to help you succeed.

5. Change things up – If you usually spring for lunch or doughnuts on Fridays, surprise your employees with a catered Monday meal. Or mix up teams or departments for a day; staff members will get a better idea about what others do and how they can better interact with that other group—or even offer some innovations that might not have occurred to the usual members.

6. Listen. Really listen – Your employees have real concerns about how they work, how they live, what the future holds, and what’s expected of them. Have managers really take time to know and understand their team members, or have employees fill out surveys about the business—better yet, both. Anonymous assessments will offer you part of the puzzle, and talking in person help fill in the missing pieces.

7. Then act – Knowing what concerns, interests, and engages your employees is one thing. Doing something about it is another. This list is a good start, but there’s no one better qualified than a well-informed manager or business owner to understand the needs of your workers. It might take some time, some effort, and some money to find ways to motivate your employees. But if you engage your employees, your efforts will be rewarded in increased productivity—saving you time, turnovers, and money in the long run.

At CallTrackingMetrics, employee success is a top priority. We have fun as a team, working towards a common goal to drive our product forward and delight our customers everyday. We even use our own software to monitor and reward staff achievements! Management regularly reviews call recordings and transcriptions, and top performers are recognized for outstanding customer service. Keyword spotting allows us to quickly spot calls that are going especially well. Team performance metrics like call volume, average scores, conversion and resolution rates are also tracked using our Agent Reporting in CTM.

We also like to celebrate team efforts with office lunches, parties, happy hours, and boat cruises. Looking for an innovative, fast-growing place to grow your skills? Join our team.


Publish Date: August 9, 2016 5:00 AM

Bulk Text Messaging is Here.

Your request have been heard and we are happy to announce that Bulk Text Messaging is here.

Bulk text messaging provides marketers with the ability to write one text message and push it to any size group of phone numbers. Saving time and energy, while protecting individual users information from being shared. This is a great tool for announcing a flash sale, promo code for special offers or announcing an event.

Bulk text messages can be setup and configured in seconds, simply:

  1. Draft the text. (160 characters – think of it like a tweet)
  2. Select the tracking number for outbound text.
  3. Paste the list of numbers you’d like to text.
  4. Send the text.

Not sure about SMS marketing? Let the facts do the talking:

  • Texting is the most widely-used and frequently used app on a smartphone, with 97% of Americans using it at least once a day. (Pew Internet)
  • The average adult spends a total of 23 hours a week texting (USA Today)
  • Sales prospects who are sent text messages convert at a rate 40% higher than those who are not sent any text messages. (Velocify)
  • Almost 25% of marketers are currently using text messaging. Over 65% of them report SMS as being “very effective.” (ExactTarget)
  • Nearly 70% of employees think their organization should use text messaging to communicate with employees, and 86% say it should not be reserved for just customer communication. (Vitiello Communications Group)

We’d love to hear how your company plans on using the Bulk Text Messenger, share your strategies in a comment bellow!.


Publish Date: July 28, 2016 5:00 AM

Call Transfer to a Queue

Since we’ve launched the Softphone in 2013, we’ve had a desire to make it easier for agents to transfer phone calls. Our most recent update makes it possible to transfer a caller to a Queue. A great use for this is to handle re-routing a caller to a Sales Queue or a Support Queue. You may already have a IVR menus configured to allow incoming callers to self-select by keypress, but they still may be better helped by transferring to another department or team.

One excellent way to use Queue transfers is in combination with a Smart Router. The Smart Router can be used to make a guess about which Queue the incoming caller should be directed without any key press prompts. If an agent still needs to transfer, they can now do so to the correct Queue.

In the video below I’ll walk through a real example of how to configure this today in CallTrackingMetrics.


Publish Date: July 28, 2016 5:00 AM

5 Tips to Winning the Content Arms Race

Step aside Mutually Assured Destruction, in this era of unrestrained content proliferation, the Cold War’s arms race has been replaced by a new MAD: Marketing Assisted Differentiation. That last word, differentiation, is key—because if your content isn’t setting you apart, then your metaphorical warheads are duds. Here are five tips to set your content (and your brand) apart from the competition, and emerge as a marketing superpower.

  1. Know your audience. Who is most likely to care about your offerings? If you’re a software developer in the business of developing interactive educational platforms, make sure your content speaks to educators. Know what they care about, and what makes life easier, harder, and more rewarding for them. Unless they see that you “get it”, they’re not likely to think your solutions can solve their problems or address their goals.
  2. Stay focused. Each piece of content should address an individual issue, make a single request of the reader, or put forth a specific solution. Yes, you have a lot to say, and you should say it all—but not all at once. Make a list of the topics that matter to your audience and of the solutions or insights you’d like to share, and tackle them one at a time. Focus makes content easier and more enjoyable to share. Imagine a reader chatting with a co-worker. You want them to be able to say, “I just read the most interesting article about the use of educational software in zoos.” Not, “I just read a piece about the use of educational software in zoos and how end-of-grade testing is hurting teacher retention and the likely legislation about to be passed addressing funding for pre-k education.” That second conversation just isn’t going to get off the ground—and neither is the content that inspired it.
  3. Don’t force yourself to be topical. There’s a difference between being click-worthy and being clickbait. Succumbing to the temptation to generate clicks at any cost can hurt your image. Not only can it feel forced and insincere, but it can also dilute and distract from the things you actually want to say. Having said that, if your CEO is a huge Star Wars fan, sure, maybe it’s okay to mention a new movie trailer—but do it organically, in a way that makes a similarly enthused audience connect to your leadership’s fandom. Maybe. But if it doesn’t fit with your overall tone and messaging strategy, it might not be worth the effort.
  4. Don’t try to win with volume. The proliferation of content is out of control. Content can work wonders for your marketing efforts; but the internet is a vast sea that really doesn’t need another bucket of the same old seawater. If you’ve created the content equivalent of an exotic phosphorescent tropical fish, though, release it and watch it stand out from the rest of the boring brine. And remember that flooding your blog or website with too much content—especially lackluster content—can just make it harder for your audience to find the good stuff.
  5. Be different. Back to the marketing-assured-differentiation mentioned above. Unless what you’re offering sets you apart somehow, your content barely matters. The point of content marketing is to reveal what makes you unique and to connect you to an audience with specific needs. If you’re doing the same thing, for the same price, in the same industry, for the same customers, what is there to create content about? Content can make you stand out, if you’re outstanding.

Following the rules above will help connect you to an audience that needs, wants, and enjoys everything you have to offer. At CTM, we are only as successful as our customers and our goal is to arm you with the marketing and telephony tools and resources most relevant to your unique business needs. Send us a note and let us know what we are doing well or what suggestions you have.


Publish Date: June 2, 2016 5:00 AM

As Seen on Forbes

Great article by Steve Olenski at Forbes about cross channel marketing describing the 4 keys to successfully managing a cross channel program. CallTrackingMetrics white paper, Optimizing Phone Calls in a Growing Business,  was referenced as part of connecting offline behavior to online interactions.


Publish Date: May 13, 2016 5:00 AM

CallTrackingMetrics Spring Cleaning Sweepstakes

Out with the old….in with the new!

Spring is here and we’re giving away $25 Amazon Gift Cards to the first 40 people who submit reviews of our software on G2Crowd.

Why are these reviews important to us?
We are continuously evolving to wow our customers with our service and our software. Your feedback is essential to the future development of our product. We head into product planning for the second half of the year this month and we’d love to know what you would like to see from us!

And an added bonus! In addition to 40 $25 gift cards for reviews, if you follow us on Twitter to stay abreast of our latest product developments, you will be entered into a drawing to win a $250 Amazon Gift Card!

a Rafflecopter giveaway

See the results from our last sweepstakes here.

According to the reviews provided by you, here’s how we measure up to our competition.


Publish Date: May 4, 2016 5:00 AM

Saying No to the Comfort Zone: 7 Scary Things to Try This Summer

Comfy is nice. And while hunkering down on the couch with ear buds and a mug of tea is a great way to escape and relax, it won’t help you accomplish your goals or boost your personal success. According to an oft­cited study done with mice, scientists found that moving out of your zone of safety and familiarity increases your learning and problem­solving ability—up to a point; being frozen in fear is obviously not what anyone should strive for. To broaden your horizons and achieve your goals, then, you’ll need to get a little uncomfortable. Here are seven ideas to shake you up, build your courage, and take you outside your comfort zone—tapping into hidden wells of resilience and innovation.

1. Travel.

The strange customs and new languages of parts unknown can give you a brand new perspective. Sure, it might be challenging, even scary, to haggle over prices in a foreign marketplace or patch together directions to your hotel from signs written in an unfamiliar alphabet. But think how easy your next workplace negotiation will seem after facing down that shouting merchant—or how traffic on the way to work won’t seem like such a Herculean journey. It’s all a matter of perspective.

2. Eat!

Afraid of anchovies? Disgusted by durian? Try ‘em anyway. Nothing stirs the internal pot like putting something new in your belly. Think about it. New food means you’re actually made of something different. Scary? Maybe. But it’s also a great way to grow and to nourish your physical—and emotional—self.

3. Speak up.

Does public speaking make your knees shake and your voice crack? If so, you’re not alone; very few of us are comfortable speaking in front of groups. But commanding a crowd—and your fears—is, like everything else, just a matter of practice. Join toastmasters or volunteer to present or teach on a topic of personal expertise. Sweaty palms aside, you’ll be glad you did—and more comfortable the next time you’re called on to contribute in a meeting.

4. Run!

Slip on your sneakers and get moving. While a good workout isn’t exactly scary, it’s sure not what you’d call comfortable. But physical exercise builds confidence and a sense of accomplishment—and some muscle to boot. And if you’re already active, try shaking things up with something new: maybe a little rock climbing to get the adrenaline flowing. Your comfort zone will look a lot different from high above.

5. Have some “you” time.

When was the last time you did anything solo? We’re so used to being surrounded by friends, family, and loved ones that getting out on our own can feel downright unnatural. Take a trip or just hole up somewhere solo—without your smartphone—for a little while. A little introspection might be the shakeup you’ve been needing.

6. Strike up a conversation.

Most of us talk to the same handful of people everyday. Our comfort zones are built on the same old people saying the same old things. Why not strike up a conversation with someone new? It might sound like an awkward endeavor, but the chance to expand your circle of friends—as well as your point of view—is worth a little step outside your comfort zone.

7. Try the thing. You know, the thing.

We’ve all got something that terrifies us—and sometimes for very good reasons. (Your uncle’s snake juggling mishap, for example, put you off of serpents for life—and understandably so.) But often the dreaded thing that stands between us and growth is more a product of imagination than a reflection of real, likely outcomes. If you want to grow personally and professionally, trying staring down the things that scare you the most. Growth and learning sit in between comfort and anxiety. Pushing a little towards the scary side not only makes your comfort zone bigger, but also makes all of your fears a little smaller, a little less venomous, and a little less likely to get in the way of your goals for happiness, health, and success.

Make it your goal to push yourself this summer, and pay attention to what happens as a result. And if you’re a business owner and thinking the summer is your down time? Consider pushing yourself to take your advertising and call tracking to the next level using CallTrackingMetrics phone system. You’ll be amazed at what is going on in your calls and what opportunities you have to better optimize your advertising spending. The summer is the perfect time to get your tracking in place.


Publish Date: May 4, 2016 5:00 AM

CallTrackingMetrics honored as a finalist for the Chesapeake Regional Tech Councils’ Rising Star Award.

CallTrackingMetrics was honored to be have been nominated for such a prestigious award. The award ceremony took place at the BWI Hilton on April 28th; the event was the festive and special agent, James Bond themed. All attends dressed in their finest bond gear;  The gents in their best suits and skinny ties and the ladies glammed up with their red lipstick and heels. In addition to the theme, all attendees received James Bond themed sunglasses as door prizes.

CallTrackingMetrics, Protenus and Yet Analytics were all finalist for the Rising Star Award. The Rising Star Award recognizes a fast growing, high achiever in the regional technology community. Rising Star companies are likely on their way to Tech Company of the Year. They have hot technology, they are innovative and fast growing and typically sport an awesome team.

Although CallTrackingMetrics didn’t take home the award, as a first-year member of the CRTC, we are honored to have been nominated and look forward to next year.


Publish Date: April 29, 2016 5:00 AM

Updated Recording: CTM’s Integration with Google Analytics & Google AdWords Webinar

The webinar walks through each step of setting up both integrations and highlights the differences between the two.

Key factors that separate CTM’s Google Analytics and Google AdWords Integrations:

Google Analytics:

  • CTM sends all inbound calls into Google Analytics as events.
  • Goals can be created around those events and those goals can be imported into Google AdWords.
  • The imported from Google Analytics to Google AdWords will count as clicked conversions in AdWords.
  • These conversions are generated from website visitors who have clicked a paid ad and landed on a landing page and then placed a phone call.
    • This is the key factor for the integration – When the website visitor hits landing page, CTM’s tracking code should be on the page as well as Google Analytics. When CTM send the event into Analytics we send all the data we were able to capture about the website visitor and ask them to make a match. Requesting any additional paid information Google Analytics has about the website visitor. If Google Analytics is able to match the data CTM’s capture to a website visitor they’ve tracked, they will then pass the paid click information from the website visitor to CTM.

See the full instructions for the Google Analytics integration here.

Google AdWords:

  • The Google AdWords integration is designed to capture campaign information from call only and call extensions.
  • The big separator is that for call only and call extensions ads, both CTM’s tracking code, and Google Analytics tracking codes are not present, thus not tracking.
  • The Google AdWords integration is unique because rather than placing our tracking code on the landing page we are going to place a unique script inside of Google AdWords, This allows CTM to communicate directly with Google AdWords.
  • Double forward – Now that CTM has a script inside of Google AdWords running they can request data from AdWords, But first, Google needs to also be tracking the call. This is accomplished by using Google forwarding numbers that will forward to our tracking number. This way we can match our call data with the call data Google AdWords captures. If a match in data is made they will pass the campaign data into our system.
  • The calls generated from call only and call extensions will be counted as phone call conversion inside of Google AdWords.See the full instructions for the Google AdWords integration here.


In order for either integration to work properly, both CTM & Google needs to be tracking either the landing page or call.

Register for an upcoming webinar


Publish Date: April 27, 2016 5:00 AM

CallTrackingMetrics in Entrepreneur Magazine.

Yesterday, Entrepreneur published an article featuring CallTrackingMetrics:

A Custom Landing Page, Call Intelligence and One Simple Question Will Maximize Your Marketing Money.

Image credit:

The article highlights how marketers commonly struggle with not being able to properly attribute ROI to various marketing channels. The reality is that’s it’s all too common for marketers invest in channels like social media because it’s trendy and popular, but aren’t able to tie actual revenue to back those channels, which can result in wasted advertising budgets. In this article, they introducing three clever ways to track your ROI and make the most of your marketing dollars.

Our COO Laure Fisher was quoted: “You’d be amazed at the number of companies who are leaving incredibly valuable leads out in the cold, because they haven’t caught onto the value of a solid call-intelligence system. Forward-looking companies that do deploy call intelligence are inevitably better informed about their entire marketing arsenal and can create a far more detailed picture of what’s working and what’s not.”

See the full article here


Publish Date: April 14, 2016 5:00 AM

Are You Guilty? 5 Common Call Center Mistakes to Avoid

Imagine telling 60 percent of your customers to get out—to just leave without completing their transactions or even describing their needs—after spending only a minute in your store. Sounds ridiculous, but well over half of callers hang up after being on hold for a minute. It’s bad for your bottom line and hurts your ability to resolve customer service issues.

Luckily, this and other call center faux pas have solutions. In this piece we’ll look at five common mistakes agents and organizations make when customers call, and how to avoid them.

1) Redundancy 

Agent: “This is Jane. I’m happy to help you today. Can I have your name, reference number, and name. And reference number.”
Caller: “But I just gave all that to Jeff, and Melissa, and the first guy. I forget his name.”

Asking for the same info again and again wastes time and gives customers the impression that you have no idea what you’re doing. Having a telephony system that tracks data and calls both can increase efficiency as well as customer satisfaction. For example, you can track voice menu/IVR inputs so that your agents see all of that information right in the real-time call log when they get on the phone and don’t have to ask for it again.

2) Never-ending transfers and holds

Agent: “Thank you for holding, can you please hold?”
Caller: “No, please! Are you a person? I’ve been holding for 53 minutes already!”

Speaking of wasted time, nothing makes customers feel unvalued like putting them on hold—particularly for long stretches. It doesn’t matter how smooth the jazz is or how often you remind them, “your call is important to us,” if you’re keeping them waiting, you’re probably not keeping them as customers. If your holds and transfers are increasing, it might be time to try new ways of routing or queuing calls. Or, try providing your customers with useful waiting announcements with suggestions of other ways they could find information they need while they are on hold.

3) The awkward opener, delivered poorly

Agent: “Thank you for calling Brand ABC a subsidiary of Brand Corp USA
America’s Biggest Provider of Brand Corp USA subsidiaries. [Deep breath] How can I[mumble]your[mumble]?”
Caller: Irritated already.

Making sure your company’s tagline and pedigree get mentioned is important to you, we get that—but is it important to your customers? There are times and places to acknowledge your brand, and the beginning of every single conversation is not one of them—especially if it’s so lengthy that agents feel compelled to rush through it. Great your callers naturally, with just the basics and, if you’re able, by name. In short, make it like any other conversation. Try using whispers to announce your company right before the live agent picks up. You can record them using professional voice actors, in the voice of your CEO etc and you can make sure they are delivered perfectly every time.

4) The menu from Hell

Robot voice: “For customer service press one. For customer service involving new accounts press two. For customer service involving repeat accounts or accounts under new contracts press three. For customer service involving combined accounts or individual accounts press four. To continue this menu in English press five.” Caller:

Overly specific or overly cryptic menu items can leave customers confused about what number to push. Keep menus simple—and find ways of routing calls based on geography, marketing channel or caller history that direct them to the best department or agent automatically.

The condescending website referral
Caller: “Hi. I’d like to pay my bill.”
Agent: “Certainly. You can simply go to and do that using your credit or debit card.”
Caller: “I tried that but—“
Agent: “All transactions are handled securely—“
Caller: “Yes, I entered my info but my browser—“
Agent: “And you can also learn about our other award-winning services by clicking on the—“
Caller: “Can I please just pay my bill?”

You’re under the ever-present pressure of marketing metrics to drive eyeballs to your website. But callers have reasons for calling rather than clicking and it’s crucial to recognize their preferences and problems—and respect rather than redirect them.

5) Win Over the Hang-ups

Now imagine getting that 60 percent of hang-ups back in the store. Think about what it would mean to your business to engage those customers, to complete their transactions and solve their problems—and to do it more efficiently. Having the right call tracking software and processes in place is win-win. It’s good for your customers and it’s great for your business.


Publish Date: April 12, 2016 5:00 AM

Page: 1 | 2

New 2021 Membership

About us - in 60 seconds!

Industry Champion Award Leaderboard

Most active award (top 10) entrants in the past 48 hours! - Vote for Others / About Program

Latest Americas Newsletter
both ids empty
session userid =
session UserTempID =
session adminlevel =
session blnTempHelpChatShow =
session cookie set = True
session page-view-total =
session page-view-total =
applicaiton blnAwardsClosed =
session blnCompletedAwardInterestPopup =
session blnCheckNewsletterInterestPopup =
session blnCompletedNewsletterInterestPopup =