Call Tracking Software

Inbound call tracking software is a tool to track and document incoming calls. Usually, it is a built-in feature in inbound call center software solutions/sales software, but you can also choose standalone call trackers that integrate with your sales software and CRM. It works in tandem with IVR, call recording, monitoring, and routing tools to manage your inbound calls.

Inbound call trackers log call details into your system, fetch data from conversations, and help attribute leads to their sources. It tells you where your incoming calls are being generated, helping you understand the effectiveness of your campaigns. You can identify the channels, campaigns, locations, and sources that drive the highest number of customers.

Further, it helps you track and measure metrics and gives valuable insights into your call center performance, such as:

• Average call duration;
• Average wait time;
• Total number of incoming calls;
• Percentage of unanswered calls;
• Queue time.

Though there are standalone tools for call tracking and reporting, many VoIP business phone systems, sales CRMs, and unified communication platforms offer call tracking as a built-in feature. You can choose a solution based on the size and requirements of your organization, your budget, and other factors.

If you are looking for a call-tracking solution that also helps manage all aspects of business communications, Ringover is an ideal choice. In addition to tracking and analytics capabilities, the platform offers a complete suite of call center features, including VoIP calls, call recording, monitoring, routing, auto-dialing, etc. It integrates with your CRM and sales tools to give you end-to-end visibility of your data and processes.

Given below are some of the other popular call-tracking software solutions in the market:

1. Ringover
2. Quicktalk
3. CallRail
4. Invoca
5. Revenue.io
6. Freshdesk
7. HubSpot
8. Vonage
9. CallTrackingMetrics
10. WhatConverts
11. Ringba
12. CallFire
13. Truly
14. Convirza
15. Freshcaller
16. CloudTalk
17. Retreaver

Yes. You can track incoming and outgoing calls of your organization using call tracking software. Many contact center systems and sales CRM software offer it as a built-in feature. You can also purchase a standalone call tracker and integrate it with your business tools.

Setting up the tracker is easy. For instance, Ringover allows you to configure the settings and tracking preferences in a few clicks. Once configured, it gathers and logs call data, such as call volume, source of incoming calls, average wait time, call duration, the total number of calls, unanswered call ratios, and other crucial call metrics and performance indicators.

Such software solutions come with analytics capabilities and easy-to-use dashboards. You can choose the indicators you would like to track – both the overall performance of your call center and the individual performance of your agents – and view the reports and insights from each indicator on the dashboard.

You can track incoming calls using inbound call tracking software. It helps you measure all crucial metrics and use insights from your call data to improve the performance of your sales, marketing, and call center support teams.

You can purchase a standalone tool and integrate it with your CRM and communication tools. Alternatively, you can invest in a unified communication platform like Ringover that offers call tracking as a built-in feature.

Once you have purchased the software, you can configure it to track the following:

• Call source and volume;
• Average call duration;
• Time and date;
• Dropped-call rate;
• Average handle time;
• Call completion rates;
• Average wait time;
• Queue time.

You can choose the settings to track the metrics for individual users or phone numbers, specific agent groups, overcall call center performance, and other criteria. Tracking tools often have intuitive dashboards where you can view the data and reports.