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Measure call center performance with robust call analytics.

Make better decisions with detailed call data.

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What is call analytics?

Call analytics is a category of tools that measures individual and aggregate data related to incoming and outgoing calls. Call tracking includes inbound call volume, call time, hold time, speed of answer, and many more metrics.

In addition to tracking phone calls within your cloud PBX, call analytics is often applied to performance marketing campaigns. Companies use this data to determine conversion rates, direct response marketing strategies, calls from Google Ads, and the best time of day to run ads.

Historically, to obtain call analytics, businesses needed a data genius on staff who is trained in SQL to pull reports. It was such a pain to get actionable data.

Today, everyday employees use call analytics to improve their customer experience and business performance.

Benefits of call analytics

You don't have to be an enterprise to track call volumes. Businesses of all sizes use call analytics software to:

  • Get real-time call logs. Access a treasure trove of historical and live call data beyond the number of calls.

  • Measure performance. Know at a glance from your call tracking metrics how you're performing.

  • Increase sales. Recognize top sales reps and elevate the results of the team with a wallboard.

  • Create custom reports. Save time preparing stakeholder reports with live and accurate KPIs.

Unlock meaningful customer insights with call analytics from Nextiva.

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Call tracking metrics to know

The number of incoming calls handled by your cloud phone system.

The number of incoming, outgoing, and internal calls completed.

The number of calls received by a live person.

The number of calls that are forwarded, abandoned, or answered by voicemail.

The number of calls made through toll-free phone numbers

The number of calls consisting of an internal call source (coworkers, ring groups, etc.)

The period of which a phone call is connected to a live agent.

The number of inbound calls originating outside of the United States.

The number of calls that result in callers reaching a voicemail inbox.

The number of calls waiting to be answered after being handled by an IVR.

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Call analytics FAQs

Call analytics is the measurement of incoming and outgoing phone calls. It requires a modern VoIP phone system to track call data and provides an interface to create reports and yield actionable insights for business leaders.

Call centers are top users of call analytics so they can predict future call volume, peak call times, and provide a better customer experience. However, you don't have to have a large organization to use call analytics.

For instance, a small business that conducts sales calls can use these real-time metrics from their phone calls to motivate their team. A larger company can conduct a deeper call analysis into inbound call trends so they can adjust their staffing levels.

With call analytics, you gain a firm understanding of your marketing channels and team performance. Tracking your inbound calls is a good way to measure the response rates to your TV, radio, and digital marketing campaigns. If you run a national campaign, you'll see which local areas respond the best so you can improve conversion rates.

Here are some additional ways of tracking your calls to increase sales:

  • Call recording - Monitor all your phone calls and use them for training purposes for your team.
  • Campaign attribution - Identify the call source as it pertains to a campaign. With DNIS, you can know the moment the phone call comes in.
  • Conversion tracking - Tie back the performance of your Google Ads pay-per-click (PPC) investment over the course of a campaign.
  • Programmatic advertising - Social media platforms like Facebook let you upload phone numbers for remarketing purposes. Call analytics provides you with live and historical call data.

Call analytics will vary based on your business needs. However, several notable call tracking metrics include:

  • Call time
  • Handle time
  • Speed of answer
  • Number of outgoing calls
  • Number of incoming calls
  • Agent availability
  • Toll-free phone calls
  • Call dispositions
  • Abandonment

These call center metrics can be paired up with web analytics and speech analytics to extract consumer behaviors to improve the overall customer experience.

Yes, with speech analytics, you can monitor conversations for relevant keywords, sentiment, and other useful insights regarding customer and agent behaviors. It uses conversational artificial intelligence (AI) and machine learning to identify actionable information from hundreds of thousands of conversations.

With Nextiva’s advanced IVR, companies can answer customer's questions automatically and provide useful intelligence about customers. Business leaders can use this information to improve the customer experience and can even increase revenue opportunities.

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