Q&A: Geoff Talks Call Tracking

Geoff (left) having a Rubix Cube race
with Tony and Jonny at NADA 2014

So our sales guys like talking about call tracking. (Go figure.) They eat, breathe and live call tracking. (At least they make it seem that way.) So we snagged one of 'em and convinced him to answer your burning questions about call tracking. Everyone, meet Geoff.

Q: First things first. What's your background in the call tracking industry?
A: I’ve been in the call tracking industry for over seven years, primarily in various sales and support roles.

Q: Tell us about the first time you heard the term “call tracking.”
A: When I started working for Callbright in June of 2007. I knew that companies recorded calls, but I had no idea of how much information could be gathered from a phone call.

Q: What's different about call tracking today versus 10 years ago?
A: A lot has changed in the past 10 years. Call tracking used to just count how many calls each ad source was generating. Now Callbright offers total call management — we not only track calls, but we record them and even integrate the calls with multiple CRM applications. We can also track and record outbound phone activity and immediately connect salespeople with customers who have submitted Internet leads.

Our newest addition is our Call Rescue service, where we listen to customer calls and inform them of a missed opportunity. This gives them the chance to try and recover a sale, thereby closing a huge profit leak. We really help our customers manage all aspects of their call management.

Q: What is one thing businesses are surprised to learn about call tracking?
A: They are always surprised how much room they have to improve in just handling incoming calls and routing them to the proper place.

Q: What is the most important call metric businesses should track?
A: How many of your calls actually convert into sales and how much money they're generating.

Q: What is the number-one call tracking don’t?
A: Don’t kid yourself that you know what’s working and what’s not — put a number on everything!

Q: What should businesses look for in a call tracking provider?
A: Make sure that your provider is an actual call tracking company that can develop new products based on customer feedback. Many companies offer call tracking from third-party providers. Callbright develops and supports our own product with our workers here in the USA.

Q: Anything else you want to add?
A: Over the last few years, there's been a lot of focus on the importance of the Internet in the research and sales process. Many people had de-emphasized the importance of phone calls. Now, with so many people using mobile devices to conduct business, the ease of clicking a number to make a phone call has increased the importance of the phone call in the sales process.

That's all for now, folks, but if you have more questions, tweet them to us at @855Callbright.