A caller gets through to your sales team – do you know how they found your phone number? Which ad they saw, or which website pages they visited before they called? Call tracking programs gather that information using tags to help you get all the extra call details you need, in the format you need, for accurate reporting.
Why Do You Need Call Tracking & Tagging?
CallView360 gives you hundreds of data points, but if you need more information specific to your business, you can add it to call records using tags. Tags are often used to label different marketing campaigns so you can track which ones are driving more calls and sales, or to add necessary information for marketing attribution in your reporting.
There are five types of tags you can use:
These are explained below, but in general they all add a different type of data to your call records.
You can then search for calls with those tags, helping you create and filter reports or dashboards with that information. This type of customizable call tracking and analytics gives you clearer insights into business performance and customer behaviors.
DNIS Tags are attributes that are directly related to the DNIS (the caller’s inbound number). DNIS tags can be used to track your campaigns by organizing your vanity numbers by campaign.
For example, when building a DNIS tag, you could name the tag “Campaign Type.” Once the tag is named and created, you can then go into the tag and create values that apply to the numbers on your campaigns. If you are running campaigns on the TV, the radio, and the newspaper, you would create these three separate tag values within your DNIS tag. You would then assign these tags to the corresponding vanity number on each campaign.
As your campaigns begin generating calls, each inbound call will be tagged as either TV, Radio, or Newspaper, based on what number the customer dialed. These values are what will be assigned to specific DNIS in your reports. By using the DNIS tag, you can generate a report in CallView360 to analyze what campaigns are effectively generating calls, and what campaigns are not.
Target Tags are attributes that are directly related to your target number, unlike DNIS tags which are related to the incoming number.
Target tags can be used to track your campaigns by organizing information about where the inbound call ends up. For example, if you have three different store locations, you can tag each location accordingly. When you create a Target tag, you could name the tag “Store Location.”
Once the tag is named and created, you can then go into the tag and create values that apply to the numbers of each target store. If you are naming each of your locations, you would create these three separate tag values within your Target tag. You would then assign these tags to the corresponding targets that you have previously created in your AccuRoute® account.
As your campaigns begin generating calls, each call that ends at one of the store locations will be tagged as that store. These values will be assigned to each specific location in your reports. By using the Target tag, you can generate a report in CallView360 to analyze what stores are receiving the most calls and you can adjust your campaign efforts to advertise your specific locations if necessary.
Routing Tags are attributes that are dynamically set during the call-flow execution of a routing profile. These attributes can indicate many things including the results of a decision node, the digit chosen on a menu, the data keyed on a prompt like the caller’s zip code, and more.
Routing tags are enabled by selecting the Enabled box listed for Routing Tag within any routing profile Action Icon that applies. Routing tags can be used to track your campaigns by tracking the path of an inbound call. For example, if your inbound call routing profile includes an IVR menu, you can track the menu selection made by the caller.
As your campaigns begin generating calls, the choices that callers make during the routing process will be tagged in the call logs. By using the reporting tag, you can generate a report in CallView360 to track what callers are inquiring about or need most when calling in from your advertisements, which gives you the ability to adjust your routing and campaigns to accommodate common caller needs.
While web tags are a type of tag, they are not set up and generated the same way as DNIS, Target, and Routing Tags. Web tags are both auto generated and manually created, attaching meaningful digital marketing data points to your call records based on digital lead source attribution.
By utilizing web tags you can track clicks on your website, as well as track the path that led the client to your website. This allows you to analyze how and where customers are coming from, which campaigns are driving the most traffic and conversions, and where you may need to adjust marketing campaign efforts to increase your webpage visits.
There are four types of web tags you can use:
- Automatic web tags, used with DNI, to track the caller referrer type and entry path
- PPC ValueTrack parameter tags, used with Google or Microsoft PPC ads and social media ads to add information like the keywords and adgroup of the ad the caller saw before calling
- UTM parameters, which track the five most common data points used for marketing reporting including source and campaign
- Custom URL parameters, which allow you to create custom parameters for anything not covered by the web tags above
Which web tags you use will depend on where you place your ads and what data you want. But it can provide key insight into which ads are driving the most calls and converting sales so your business can focus on the highest performing channels.
Tag tools give you a powerful way to analyze the contents of your calls. This includes call recording, call transcripts, sentiment rating, call scoring, and more.
Within the Voice Tagging AI you can use speech analytics to automatically detect targeted keywords you have set it to track, tagging all calls that use the keywords. This is a quick and efficient way to flag calls for further review, to track the number of callers who use a specific promo code on the call, to track the popularity of a product of service, and much more.
There are two ways you can create voice tagging profiles – using One to One Speech Analytics or Category Based Speech Analytics. These profiles are easily customized, and you can create multiple voice tagging profiles.