This project report is on "Customer Call Tracking System". This system will deal with all the aspects of CRM (Customer Relationship Management) starting from Customer’s Problem entry, processing, complaint resolution, tracking of complaints as well as report generation. This is a Oracle web application intended to provide automated solution to customer’s problem/complaint. Customer call tracking system is used in recording conversation between a caller and receiver. This information can then be used to calculate your conversion rate more effectively.  You can also use call recording for training and quality control purposes for your customer service representatives.

TABLE OF CONTENTS

 TITLE PAGE

APPROVAL PAGE
DEDICATION
ACKNOWELDGEMENT
ABSTRCT
TABLE OF CONTENT

CHAPTER ONE

• INTRODUCTION
• AIM/OBJECTIVE OF THE STUDY
• SIGNIFICANCE OF THE STUDY
• APPLICATION OF THE STUDY

CHAPTER TWO
LITERATURE REVIEW
2.0      LITERATURE REVIEW OF THE STUDY
2.1      REVIEW OF CALL TRACKING SOFEWARE
2.2     METHODS OF TELEPHONE CALL TRACKING

CHAPTER THREE

3.0      METHODOLOGY
3.1      BASICS OF THE STUDY
3.2     USE OF CALL TRACKING SOFTWARES
3.3      WORKING PRINCIPLE OF THE SYSTEM
3.4      DESIGN FLOW DIAGRAM

CHAPTER FOUR
4.1      SETING UP A CUSTOMER CALL TRACKING SYSTEM

4.2      HOW TO CHOOSE CALL TRACKING SOFTWARE

CHAPTER FIVE

5.1      CONCLUSIONS
5.2      REFERENCES

 

CHAPTER ONE
1.1                                                        INTRODUCTION
Call tracking is the process of recording information pertinent to sales leads taken over the phone. Such data is captured by software that delivers detailed and comprehensive reports which can help you in developing effective business strategies. In addition to the source of calls, call tracking software is also able to keep a record of calls that have come in to your business, which calls have been missed, the location of callers, and will even let you maintain audio recordings for training and review purposes.
Call tracking software is one of the most helpful additions you can make to your business. It records every word that your leads say to you over the phone so you constantly have a record of who they are and what they want from your business. With all of that information right at your fingertips, you can increase your customer conversion rate in no time by approaching each lead uniquely.
phone number tracker on incoming calls is used find out how long phone calls last, whether your employees are handling complaints efficiently and where customers are hearing about your business. Purchase a local, toll-free track phone number - or multiple numbers - from our database. Use 800 number tracking to find out the source of leads by tracking a call from a specific advertising channel or region. Keep a comprehensive record of customer conversations with our call log software. Monitor calls and study your call analytics to see which phone numbers are pulling in the most leads. Grow a call tracking database and customer call log.
With customer call tracking system, you will be able to know:

• Number of calls – You can receive detailed reports about the number of calls you receive.
• Call duration – Find out which of your marketing strategies provide longer, better calls that are more likely to result in sales.
• Time of day– Find out what time of day your company receives the most calls and the largest percentage of conversions.
• Location – Find out what neighborhoods are currently buying from you, to better target future ad campaigns.
• Conversions – Track the number of conversions you achieve from each marketing campaign to gain a better understanding of how to most wisely spend your marketing budget.

1.2                                            OBJECTTIVE OF THE PROJECT
This system records every word that your leads say to you over the phone so you constantly have a record of who they are and what they want from your business. The objectives of developing this project are to store data of all the customers who are registered in the organization, to solve the customer’s problem in time efficient manner, to facilitate easy and efficient retrieval of data as and when required for study by the senior officials, to generate and print out the various reports.

1.3                                         SIGNIFICANCE OF THE PROJECT
Call tracking provides the opportunity to accurately measure the efficiency of your call centre and sales activity. For many businesses, inbound calls constitute the major source of sales leads, outweighing email contact by a ratio of seven-to-one. The ability to track call activity, therefore, enables you to identify which marketing campaigns are working better than others, in a similar way that you would use Google Analytics to determine how your online activity is performing.
Having oversight of the geographic location of where your calls originate, for example, will provide you with data that tells you advertising campaigns may be reaching the target audience at a higher rate than a location where lesser calls come from. Alternatively, you may use your call tracking software to determine what time of day receives more engagement and incoming calls, thereby helping you manage your staffing requirements more accurately. Regardless of your objectives, call tracking with Whitefish Marketing will help support business activity and control expenditure.           

1.4                                           APPLICATIONS OF THE STUDY

Call tracking softwares have dynamic functionality. It can be effectively utilized in almost all types of businesses, and just depend on the preference, readiness and decision of the owner. But there are certain businesses that will benefit the most from it. Below are five types of businesses that are benefiting from this study:

• Insurance Companies

Insurance companies are among those that have an aggressive marketing strategy model. The business is sales driven in nature, which needs a lot of leads and clients to sustain its existence. Asides from aggressive marketing, which implies the use of multiple marketing campaigns such as print ads, billboards, website with comprehensive blog content, even raffles and seminars, it also initiates outbound calls to prospective clients, in which leads came from various sources as well. The phone calling usually consumes more of the agent’s work time, so it is wise to be able to maximize it to the company’s advantage.
A call tracking software enables insurance companies to monitor the quality of inbound calls they are getting. Alongside knowing which marketing campaign gathered the most number of leads, it also can serve as a tool for evaluating the performance of all their agents by listening to the phone conversations. And also through these conversations, insurance companies may know the specific needs and interest of its clients, and can come up with a more personalized response to them next time. This will then improve the customer relations and services department. Also, the call details retrieved, such as caller information and location, will be able to help generate more leads for their outbound call campaign.

• Loan Companies

Like that of the insurance companies, loan companies spend most of their work time dealing and talking with prospective clients and leads. Usually, calls are inbound, and a significant amount of time is used in explaining the preliminary stages in the loan process. This in turn makes a potential, mostly untapped, way of effectively evaluating the company’s marketing and market performance as well. A call tracking software maximizes each call by getting customer information, as well as analyze the conversations to better acquaint the agent with its customers the next time they call again. It will also reveal their reasons for getting a loan, and will make a valuable insight about future leads, and business improvements to its services.

• Call Centers

Aside from sales potential, a call tracking software is implemented in call centers as an agent performance tool. It enables the managers and supervisors to monitor their agent’s response to customer queries and concerns. The metrics apply on call duration (the time to address a specific concern), agent behavior (the way the call was handled, in anger or gentleness) and call volume (number of cases addressed and solved). The report generated is an important basis for agent performance as well as overall service evaluation

• Advertising Agencies

The nature of the business service it renders makes it more essential to employ a call tracking software in its marketing. A call tracking software works both ways in advertising agencies: as a tool for their own marketing performance analysis, and as an aid in delivering high quality and effective advertising solutions to their clients. Advertising agencies offer customized solutions to their clients, based on different business types, market competition, product types and client base, among others. This needs a comprehensive database of different multi-media campaigns that may be combined for a more client oriented and sales driven solution. Call tracking helps advertising agencies to do the data analytics behind every campaign when used in different scenarios in the business. Pooling the patterns in results in the call tracking software company cloud, will generate reports for each marketing campaign.

• Companies with Customer Support Center

This general company category corresponds to business industries like softwares, telecommunications, banking, electronics, automotive, etc., all of which have an after sales or after service department that handles customer inquiries on technical operations and even complaints. These companies also make heavy use of web based marketing and customer feedback by maintaining an interactive website, integrated with surveys and a 24/7 customer call or chat support. A call tracking software will make a helpful tool in assessing product or service market performance and marketing strategy campaign effectivity.
The purpose of technology is to drive people to more options, convenience, flexibility and productivity. In this fast paced world, more and more people see the value of maximizing and balancing their time among work, family and recreation. The development of business tools like call tracking softwares are examples of utilization of technology that benefits our day to day jobs.

 

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