Call tracking solutions

Sales leads are hard enough to generate, yet many sales calls fail to convert due to lack of training and motivation.

Benefit from three simple yet invaluable tools which help you to record, listen to and grade calls in order to measure and improve the skills of your staff who are in contact with clients.

Call recording

Do you ever wish you had a recording of that phone call?

We would never send emails or write letters without keeping a record of the document, so why should it be different for telephone communications?

Calltracks call recording enables you to record both incoming and outgoing calls, with multiple advantages for your business:

• Review calls as part of your training strategy
• Measure the quality of call handling
• Respond faster and more efficiently to customer queries or complaints
• Prevent any ‘missing gaps’ if staff are ill or leave the company
• Identify individuals who are not performing
• Ensure management are delivering coaching with maximum effect
• Improve overall customer satisfaction

Call recording is a part of our simple web based system, without the need for any software or hardware installation or to replace your existing telephone system.

Calls are automatically stored for six months, with the option to extend if required.

Calltracks call recording function allows you to record, store and easily access all your telephone communications in a few easy steps making it an integral part of staff training, improved customer satisfaction and business continuity.

Call scoring

Want to know how well staff are handling calls?

Calltracks call scoring feature allows calls to be rated as to how efficiently telephone calls were handled by those staff in direct contact with customers.

Did the rep ask for a contact number? Did they give the customer all the necessary information? Were they courteous and professional?

Calls are graded using a yes or no selection in response to your pre-determined questionnaire, identifying training gaps, enabling you to monitor the performance of individual sales people:

• Create a competitive atmosphere
• Identify opportunities for training
• Introduce a transparent and fair way of measuring staff
• Encourage staff to get it right first time

The system flexibility allows you to ask as many or as few questions as you want. You can create multiple questionnaires based on different criteria, so that questions vary between departments or locations.

Call critique

Do you need assistance with your communication techniques?

Benefit from a fresh pair of eyes to improve customer communication and call conversion.

Calltracks call critique, uses leading industry specialists to review and analyse your telephone communication skills and to recommend training where necessary.

• Receive an unbiased assessment from industry experts
• Identify and rectify training gaps with the help of a specialist

We can also deliver bespoke telephone and behavioural interactive training sessions on request. Make use of either virtual training environments or on-site workshops – all delivered with ongoing support.