Direct Response Marketing Blog

   

Call Recording: Turning Off For Transfers

Posted by Jessica Metz

Mar 25, 2014 1:55:16 PM

Call recording plays an extremely vital role in media tracking and marketing campaigns. You can read more why-you-need-to-be-able-to-turn-off-call-recordingon why call recording is important here. The audio files reveal priceless data, including script issues, rep success, FAQ’s, and reasons for conversion. The chain of events for each call typically involves dialing, hearing a call recording disclaimer, and a conversation with a rep.

With multiple people having access to audio recordings, some situations may arise where call recording should be turned off for security and privacy reasons:

  1. Financial transactions are taking place, including the reciting of credit card numbers or social security numbers.
  2. Call is transferred to another party, who has not heard the disclaimer. An example would be calls made to a hotel, with a guestroom being the final destination. Although the caller dialed a hotel line, they do not expect the private conversation they are about to have would be recorded. 

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Topics: Call Tracking, Advertising ROI, Phone Number Features

Advanced Call Routing: Options and Benefits for Direct Response Ad Agencies

Posted by Jessica Metz

Jan 8, 2014 10:30:00 AM

Call routing, for the purposes of directing and tracking advertising based phone calls, has become very advanced. There are so many options available, going way beyond the standard point A to point B. Some of the additional routing features available are:

  1. Use of IVR, prompting the caller to press a number to connect.
  2. Hunting: routing to a series of numbers in order to reach a live person.
  3. Geo-routing, based on location of caller.
  4. State, time, and total number parameters.
  5. % of calls split between multiple endpoints.
  6. Cost per lead controls. Advanced-Call-Routing-Options-for-direct-response_-agencies

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Topics: Call Tracking, Phone Number Features, Call Center Management

The Pros and Cons of Interactive Voice Response (IVR) Usage

Posted by Jessica Metz

Nov 27, 2013 11:00:00 AM

Interactive Voice Response (IVR) technology is useful, there is no doubt about that. It can be applied to screen for misdials, manage internal customer routing, and provide basic customer service, in a much more cost effective manner than using all live interaction. However, customer satisfaction plays an equally important role in your bottom line, and they’re experience can be affected by an IVR.

ivrs-can-be-annoying-and-affect-customer-satisfaction

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Topics: Call Tracking, Phone Number Features, Call Center Management

Misdials: Why They Happen and How to Avoid Them

Posted by Jessica Metz

Nov 26, 2013 10:30:00 AM

We can all agree that misdials are a waste of time and money. They burden your sales team, dilute your reports, and in high volume can stand in the way of quality calls. While they are frustrating, and often misdials-caused-by-robodialers-affect-campaign-results-and-reportingconfusing, there are ways to manage your toll free numbers to better avoid them.

Misdials occur for many reasons, most notably incorrect key touches, number transposition, misprints by another organization, and leftover calls from previous campaigns. If your number is one digit off from another published number, there is a good chance you will see “fat fingered” misdials trickle in. This becomes a serious issue when that number is widespread and intended for high call volume. Another form of misdial is robodial, or auto-generated calls. 

When you order a toll free number, do you put it to use immediately? We suggest securing a pool of numbers prior to your campaign and watching them for activity. Your call tracking provider can report on all recent calls. This ensures the numbers are clean and free from misdials. If there is excessive traffic on the line, you can prevent these negative effects on your campaign by choosing an alternate number. Its best to be proactive; once TV spots are versioned and printed materials are in circulation, it is costly to change.

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Topics: Call Tracking, Phone Number Features, Reducing Misdials

Why Call Tracking and Recording are Important to Direct Marketing Campaigns

Posted by Jessica Metz

Nov 22, 2013 7:00:00 AM

The Benefits of Call Recording

The goal of Direct Response marketing is to create an immediate response from the consumer. ProducingThe benefits of call recording for direct response that call to action is not always easy; it requires thoughtfully executed creative and carefully negotiated media rates. However, generating that lead is just the beginning. Campaign metrics and management is just as important as campaign initiation. Call tracking and recording play an extremely important role in reducing costs and increasing campaign effectiveness.

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Topics: Call Tracking, Direct Response, Phone Number Features

Zenith Media Tracking is for advertising professionals. We track phone calls and help agencies determine the best media buying and lead selling strategies for maximum profit.

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