How to Track Sales Calls? Tips & Tools

Sales call tracking involves capturing and analyzing sales conversations with potential customers to collect data about the interaction. The data includes callers’ identities, purpose of the call, and call timing, as well as well-written transcripts.

Businesses can gain insights into customer preferences and sales tactics by analyzing this information. Moreover, it allows them to measure sales representative performance, identify areas for improvement, and enhance sales approaches.

Sales call tracking system connects customers' digital journeys to calls. It assigns businesses a unique phone number capable of tracking incoming calls. When a company receives calls, the system tracks their origin and records relevant data about them.
 

The provided phone numbers are dynamic, allowing businesses to use different numbers for different marketing campaigns. Each number acts as a unique identifier for an individual’s campaigns, helping to compare which outreach programs are more effective.

Tracking sales calls helps you identify a sales representative’s weaknesses and strengths, providing opportunities for improvement. Additionally, real-time call data lets you understand your customers better and make data-driven decisions during sales conversations.

• Enhance Sales Performance
  Tracking sales calls lets you analyze sales team performance, such as how they interact with clients and close deals. It helps you create tailored coaching for them. You can identify what works and what doesn’t during calls and optimize sales strategies.
• Improve Customer Insights
  Monitoring customer interactions and reviewing their data allows you to understand the prospect's needs and preferences better. You can know what makes them purchase the product and tailor your sales approach accordingly.
• Data-Driven Decision Making
  Sales call tracking gives businesses detailed insight into customer interactions, empowering them to make informed decisions about their sales processes. It also helps them properly allocate resources and proactively adjust their sales outreach strategies.
• Enhance Customer Experience
  Tracking and gathering data on customer interactions enables agents to personalize communication and effectively address customers' issues and queries. You can also provide timely follow-up and tailor experience based on past conversations.
• Better Lead Prioritization
  Sales call tracking provides detailed data on which marketing campaigns or channels drive most of the calls. It allows businesses to measure the effectiveness of different channels and optimize strategies to attract higher-quality leads.

Sales call tracking software with call recording, monitoring, logs, analytics, and reporting is essential for accurate and effective call tracking.

Call recording captures and stores customer interactions, allowing businesses to listen back and review actual conversations. It helps companies to analyze interactions, identify areas for improvement, understand customers' needs and pain points, and optimize their sales approach.

Monitoring interaction between salespersons and customers provides immediate updates on calls and agent performance. It allows supervisors to provide real-time coaching and prevent deals from slipping through their hands.

The call log provides a detailed record of calls made and received, including caller information, date, time, and duration. Businesses can tailor personalized conversations and improve sales strategies based on past interactions.

Analytics tools collect and analyze data from sales calls and generate reports on sales performance. They empower businesses to identify trends and tactics for approaching potential customers.

Call notes and tags enable businesses to record key conversation details and categorize calls by purpose. It provides a structured way to organize and prioritize important interactions. It facilitates better team collaboration, ensuring everyone is on the same page, and provides consistent customer support.

AI-powered call reports analyze your business sales conversation, detect buyers' intents, sentiments, and potential issues, and present a comprehensive report. It enables agents to address customer concerns and offer more personalized solutions proactively.

Calls disposition allows businesses to categorize the outcomes of sales calls using certain labels or tags, such as interested, appointment schedule, or uninterested. The tags provide a concise overview of each call and enable managers to track agents' performance.

Setting clear goals, choosing the right platform with efficient call-tracking features, and training the sales team to track and monitor the calls make your sales call effective and successful.

Defining objectives and requirements provides businesses with a benchmark for measuring the success of their sales calls. Knowing what outcomes the company expects helps sales representatives stay on track and prioritize a key point.

Choosing a solution that’s easy to navigate, features accessible, and compatible with your firm's workflow enhances the overall sales process. The right platform accurately captures the details of your sales calls, allowing you to explore vast amounts of data to identify trends and patterns.

Setting metrics and KPIs for your call center helps quantify progress with data. You can use your system to capture key metrics like call length, conversion rate, and customer sentiment to evaluate your sales process. It helps you determine whether you’ve hit the goal you set.

Ensure your team understands the relationship between the tracked metrics and the targeted goals. Educate them about the importance of call tracking and how to use the tool effectively. Training them on call handling, objection resolution, and closing techniques will help them hit their sales quota faster.

Monitoring offers detailed insights into sales calls. It helps identify key trends, understand customers' pain points, and provide actionable recommendations. The data can be used to design targeted training and development programs, empowering sales agents to refine their approaches and boost conversion rates.

You must ensure your business complies with local and international call tracking laws, such as GDPR and CCPA. The best approach is to obtain the customer's consent before recording and monitoring calls. It will legally protect your business and establish a trusting environment with clients.

There is a range of sales call tracking software, including Calilio, HubSpot, CallRail, SalesLoft, Aircall, and Dialpad.

Calilio is a call-tracking and analytic platform designed primarily for monitoring and managing companies’ inbound and outbound calls. The cloud-based business phone system tracks call volume, duration, response time, customer sentiment, and conversion rate. Its AI-powered customer insight and predictive analytics deliver real-time insights on buyer intent, ensuring reps reach out at the right moment.
You can use the platform to categorize calls, track outcomes, analyze patterns, and highlight key moments in sales conversations.
 

Features:

• Call Recording
• Live Call Monitoring
• Sentiment Analysis
• Call Notes and Tags
• Automated Analytic and Reporting
• Call Log and History

Pricing:

HubSpot is a customer relationship management (CRM) platform that empowers businesses to manage their sales, marketing, and customer service. The solution automatically logs every call into the CRM database, allowing users to monitor and analyze customer call activity.

Additionally, its advanced analytics tracks call duration, outcomes, and conversation rates and creates a detailed report to measure the effectiveness of sales efforts.

Features:

• Automatic Call Logging
• Call Recording
• Call Analytics and Reporting
• AI-Powered Insights

Pricing:

CallRail is a tracking and marketing analytic software designed to track, analyze, and optimize the business' call interaction. It offers sales and marketing teams with metrics that help them understand the effectiveness of their marketing strategies. The platform provides detailed call data, including call source, caller behavior, and campaign performance.

As a call-tracking tool, CallRail equips sales teams with AI-powered analytics and real-time reporting, enabling them to refine sales strategies and boost conversion rates.
 

Features:

• Call Recording
• Call Analytics
• Real-Time Reporting
• Call Summaries
• Form tracking

Pricing:

SalesLoft is a sales engagement platform that helps sales teams manage outbound sales efforts, track customer interactions, and improve the sales process. It provides engagement tools, conversation intelligence, and automation tools to handle routine tasks like follow-up, making it easier to stay organized and focus on closing sales deals.

Its tracking system records, monitors, and analyzes real-time conversations, helping you improve the quality of your sales calls.

Features:

• Call Logging
• Call Recording
• Call Analytics
• Call Scheduling
• Real-Time Notifications

Pricing:

SalesLoft's website does not include pricing details. For pricing questions, contact their sales and marketing team.

Aircall is a cloud-based phone system designed for sales and support teams. Its ease of use, integration, and advanced call management simplify sales call tracking. It allows businesses to monitor sales calls in real-time and receive detailed reports on each call.
Aircall combines call tracking with advanced call management features such as call transcription, sentiment analysis, automatic call logging, and performance reports. It helps businesses analyze individual and team performance and identify areas for improvement.

Features:

• Call Tracking and Logging
• Call Recording
• Call Analytics
• Integration with Sales Tools
• Call Transcription
• Sentiment Analysis

Pricing:

Dialpad is a cloud-based communication platform with AI-powered analytics and call tracking. It is designed for all sizes of businesses and is particularly famous for sales and support. The solution provides tools for monitoring, analyzing, and optimizing phone interactions, making it easier for the sales team to manage their outreach and improve sales performance.
Dialpad lets you create a custom report and daily email alerts based on its AI and analytic capabilities to monitor market trends, market analysis, and product feedback.

Features:

• Real-Time Call Transcription
• Sentiment Analysis
• Call Recording and Playback
• Call Tags
• AI-powered Coaching Suggestions

Pricing:

Sales call tracking is a powerful tool for optimizing sales processes, improving customer interactions, and driving revenue growth. A good call-tracking solution can arm the sales team with powerful insights, inform future marketing campaigns, provide intel for improving customer service, and help refine sales strategies.
 

Sales call tracking is the process of monitoring sales calls and extracting data such as reps’ performance, buyer sentiments, and the voice of the customer.

Tracking sales calls provides detailed insights into customer behavior, lead sources, and sales team performance, allowing businesses to improve marketing campaigns and enhance sales strategies.

A sales tracking system must monitor call volume, duration, conversion rate, response time, lead conversion rate, and customer retention rate.