CX Leader of the Year, Squadstack!
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Identify the blind spots in your sales and marketing efforts using SquadStack’s
in-built call tracking software solutions along with complete agent management platform.
Call-tracking metrics are key performance indicators (KPIs) used to measure and analyze your sales and customer support team’s effectiveness. These metrics also show insights and improvement areas regarding agents’ performance, company offerings, and marketing decisions.
For Example, SquadStack's call-tracking software evaluates agents' calls based on 23 critical quality criteria. These include effectively wrapping up the call, demonstrating empathy towards the caller, clearly stating the call's purpose, establishing a connection with the caller, managing the call smoothly, greeting enthusiastically, attentively listening without disruptions, minimizing unnecessary filler words, etc.
Call tracking software lets you record interactions between agents representing businesses and consumers. The data and insights pulled from the interactions allow stakeholders to optimize their marketing, sales, and operations, leading to higher revenue and better customer experience.
SquadStack's call-tracking software offers numerous advantages. Our tech-driven knowledge management platform ensures seamless operations regardless of attrition rates. We continuously update scripts by tracking new call recordings and identifying missing details.
Compared to traditional contact centers, where agent training can take 1-2 months, our system significantly reduces ramp-up time. By swiftly extracting call summaries, past notes, and crucial conversation points, agents can efficiently train on multiple campaigns.
Moreover, our AI-led agent quality monitoring samples 12% of all call recordings (with an additional 3% manual review) across 23 quality parameters. This approach enhances agent performance and ensures top-notch quality assurance.
We streamline call tracking by prioritizing leads using our advanced system. Leads are categorized based on factors like city, product interest, age, and profession. By employing Last in First out (LIFO) and First in First out (FIFO) algorithms, we ensure efficient processing, optimize lead connectivity, and reduce missed opportunities.
Our approach includes thorough spam and Do Not Disturb (DND) checks, lead prioritization, omnichannel outreach, rapid speed to lead, and real-time alerts for connectivity fluctuations. This comprehensive strategy enables us to achieve an impressive 90% connectivity rate.
The call tracking metrics enable businesses to generate insights on agent’s performance, time management, and how their performance impacts your business process and revenue.
The tracking metrics provide insights into average call length per lead, which helps businesses with time management and planning their processes.
Call tracking metrics can help you identify prospects’ waiting time on calls. A longer waiting time shows the need for expansion
Track calls to access detailed insights into the origin of inbound calls and the geographical distribution of your leads.
Accurate measurement of conversions helps identify ROI from marketing spending, including the cost incurred from a contact center if outsourced.
Assessing customer interactions identifies the shortcomings of agents, such as objection handling, product knowledge, and cross-sell/up-sell, and identifying training needs.
Call recordings also help you find the number of qualified leads generated. Excessive unqualified leads indicate poor quality of the lead source.
Track the customer journey from the initial touchpoint to conversion across different channels and platforms and tailor your campaigns to meet customer preferences.
Source: Tracking the source of your calls enables you to identify what campaigns are performing right. Note that one campaign might drive the highest leads while others fail to cut it.
Average Handling Time: The call duration enables businesses to measure customer engagement. Short calls usually indicate general queries or minor assistance, while longer call durations expose the need for additional caller training.
Call Volume: First-time callers are the direct indicators of expanding customer reach. In addition, higher first-time callers and qualified prospects indicate that an acquisition marketing campaign is performing well.
First-Time Callers: Lead scoring is a methodology sales and marketing teams use to evaluate and rank leads based on their likelihood of becoming customers.In this process, a numerical value, or score, based on various attributes and behaviors, helps prioritize leads for follow-up and nurturing efforts. Read More
Conversion Rate for Calls: A high conversion rate shows positive signs of ROI and positive agents' performance. A low conversion rate signifies the optimization required at customers' touchpoints, such as agents' training, marketing expenses, lead source, and more.
Assists in operating a virtual call center-like system (with remote and/or centralized teams) for your business.
Achieve sales excellence (via improving agent performance) and enhance customer experience (via tracking lead journey).
Make faster decisions about expanding your calling team or streamlining your processes using call-tracking software.
Assess the agents' performance using the call analytics dashboard, which gives multiple insights regarding call center efficiency.
SquadStack serves as your strategic partner in sales transformation, offering tailored solutions to streamline your sales and operational processes through telecalling outsourcing. With our AI-driven tools, you gain access to a pool of skilled agents, cutting-edge technology, and fully managed services.
Our mission is to enhance conversions, bolster connectivity, and reduce customer acquisition costs (CAC) by revamping sales procedures and empowering agents through advanced recruitment, training, and onboarding strategies.
