CALL TRACKING FOR call center

With a call tracking online platform, call centers can improve performance, assess effectiveness, and boost productivity.

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Call optimisation
Analyze conversations
High-end analytics
Train your staff
Easy scaling
Improve the performance

OPERATE A MORE EFFECTIVE AND LUCRATIVE CALL CENTER

Use the analytical data to improve the performance of a call center.

Allocate Calls
Allocate Calls

To distribute the workload among the agents fairly and reduce the amount of time callers may wait on hold, set several destinations for incoming calls.

Enter international markets
Enter International Markets

Dialics offers virtual numbers in 50 countries. Make sure you are familiar with national regulations on call tracking and grow your business.

Acquire real-time analytics
Acquire Real-Time Analytics

Receive instant analytical data with every inbound call. It will show information about the duration of the call and the location of the caller.

INVESTIGATE THE POSSIBILITIES OF CALL TRACKING

Interractive Voice Response

A well-designed IVR system solves most of the issues connected with the performance of the call center.

First, an IVR assists in directing callers to the required departments, ensuring a shorter waiting time.

Second, it allows agents to automate routine processes and get ready for calls.

Third, providing callers with an option to choose the language opens up opportunities for international expansion.

A well-designed IVR menu adds to the general positive user experience, which is crucial in building customer loyalty.

Interractive Voice Response
Interractive Voice Response
Call Whisper

Call whisper is a brief informational message that the caller is not aware of but that is heard by the agent. It usually contains information about the location of the caller and the ad that generated the call.

When a call center deals with several advertisements, knowing which of the ads drew a caller's attention and what sort of service they were seeking is extremely helpful to the operators. Whisper calls promote call center productivity and increase lead conversion.

Dynamic Number Insertion (DNI)

DNI is the process of including a short code into the settings of online advertisements. As a result, when a person makes a call, the system labels it with a unique number, and the analytical data shows the whole browsing history of this particular lead.

The DNI system allows call centers to assign operators to calls from specific locations or countries. It is also possible to select operators dealing with particular campaigns, allocating the workload among the staff thereby.

Dynamic Number Insertion (DNI)

ADDITIONAL FUNCTIONALITY FOR THE CALL CENTER

Virtual Phone Number
Virtual Phone Number

With virtual phone numbers, you can build a virtual call center that will allow you to save money on physical location and premises payments.

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Reporting
Reporting

Recording and subsequent storage of the call allows you to listen to it at any time, make customer analysis to optimize add campaigns or improve customer service.

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Spam Blocking
Conversation Analytics

The caller's location and income level, call duration, call result, and status are all included in the analytics that show how productive the call center is.

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Call Recording
Call Recording

Make call recordings and store them safely in the account. You can fish out consumers’ feedback as well as assess the performance of the staff.

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Spam Blocking
Spam Blocking

Spam and fraudulent calls are blocked from the analytics. As a result, you don't spend any of your time or resources on them.

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Easy Setup
Easy Setup

You register online and immediately start exploring the functionality of the account. The software does not need downloading or a special setup.

A SOLUTION FOR ALL INDUSTRIES

call center resources

Article
Call Tracking

Call Center Tools to Deliver Exceptional Customer Service

March 16, 2023 by Alexandra Vilchinskaya
Article
Call Tracking

10 Tips for Cutting Down on Average Call Handle Time

February 2, 2023 by Alexandra Vilchinskaya
Article
Call Tracking

The Omnichannel Contact Center: Everything You Need to Know

January 12, 2023 by Alexandra Vilchinskaya

FAQ

  • Why is it important to track calls in call centers?

    Tracking calls optimizes the processes of the call center. Routing calls and setting several destinations for the inbound calls allow agents to be prepared for any special requirement and not to miss a single call. As a consequence, call centers become much more productive while spending less money.

  • How can I maximize team productivity?

    IVR assigns the calls to the appropriate agents, automating routine processes. Whisper messages provide agents with helpful information about the callers. Analytical data reflects the peak hours, allowing relevant resource allocation and better customer service.

  • How quickly can I get set up?

    The software does not imply downloading. Users register an account online and immediately start exploiting the functionality. The setup is fast and intuitive. The software is integrated with corporate systems of any complexity, adding additional features and possibilities for growth and improvement.

  • Is Dialics secure?

    Depending on the industry, call centers occasionally handle sensitive information. The success factor is the clients’ trust. The data is safeguarded and stored securely in the account of Dialics. The Dialics platform is TRUSTe and Privacy Shield certified. SAML and two-factor authentication are both supported by Dialics.

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