Method of tracking the result/outcome of an inbound call?

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Over the past few months we've started tracking the result of inbound calls that don't convert. This has proven helpful in allowing us to understand the most common reasons and just how often they occur each week.

To accomplish this our agents have been reporting the outcome of each call in a form. While this works it allows for them to miss/forget some events and also has the potential for mistakes and errors.

My question is: Do other RC customers track this type of information and, if so, how? Is there a way to do this within RC or a popular third-party application that is used for this type of reporting?
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Brandon Scivolette, Champion

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Posted 2 months ago

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Michel, Champion

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Hi Brandon, can you explain a bit more about what you mean by "don't convert"?  
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Brandon Scivolette, Champion

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Sure! Typically you'd expect inbound callers to be prospective clients, right? For instance, the folks that answer inbound calls at RC should expect that those who are calling are looking for a business phone/cloud solution. But that probably isn't always the case. Maybe some callers are specifically looking for a competitor and don't realize they've called you by accident. Or maybe some callers are really confused and don't need a phone solution at all.

With enough call volume trends will begin to appear. There might be 100 reasons why people call RC but aren't actually looking for RC or the service/product it provides. But, of those 100 reasons, chances are there are a handful that are more popular than the others. This is what we are trying to identify and track.

Unfortunately (for all of us), today's Internet user is less savvy than ever before. Add that to the well-known fact that people don't read and what we get is inbound calls for all sorts of reasons. And what we want to do is track and record what those reasons are so we can determine why it's happening. So, in summary, we want to be able to associate a reason/category/event with some inbound calls that gives us a more streamlined method of tracking this data.