Tracking Inbound Calls with Ringba

Tracking Inbound Calls with Ringba

Are you promoting the phone number for your business?

If your business connects with customers over the phone, you need to be tracking your inbound calls.

With inbound call tracking, businesses and marketers can gain deep granular insights into which sources are generating the most calls.

Many businesses advertise their phone number on websites, social media, directories and even using offline methods like print, tv and radio. But how are you tracking if those phone numbers are converting callers into customers?

The only way for your business to effectively track, manage and report on inbound calls is with inbound call tracking software — just like Ringba!

Click here to learn more about How Call Tracking Works

Why You Need Call Tracking

Manage phone numbers – Create local and toll-free phone numbers to track your call marketing campaigns and route your call traffic to target destinations.

Track the source of inbound calls – Call Tracking gives you access to granular insights about your marketing efforts and allows you to see exactly where they clicked to call.

Figure out what is working – With detailed analytics and reports about your call traffic, you can optimize your campaigns and improve your caller experience to earn more per call.

Manage call routing and forwarding – When a customer makes a call to your tracking number, the call is automatically routed and forwarded to the most optimal target.

Record phone conversations – Listen to how calls are being serviced and monitor agent performance.

View reports and optimize in real-time – View reports, dig into call logs and optimize your campaigns using real-time data about you calls.

Inbound Call Tracking gives your business the ability to connect online activities with offline activities and offers powerful insights and information about your callers. This gives you the ability to understand your target audience like never before and optimize your marketing efforts to provide a better experience and improve your ROI.

Inbound Call Tracking with Ringba

Ringba is the ultimate call tracking and analytics platform for tracking your inbound calls and running call marketing campaigns. Our software provides everything you need to track your calls and optimize your call marketing campaigns.

How To Setup Inbound Call Tracking with Ringba

Using Ringba, you can start tracking your inbound calls immediately! Simply, follow these steps:

Step 1: Setup Your Campaign

After you sign up for an account, you will be to the campaign setup where you can create your first call tracking campaign. Your first step is to create a new campaign and select your country.

Step 2: Get a Tracking Number

Next, you can get your tracking number. This will be the phone number that you use in your marketing campaigns to track, route and report on inbound calls

Step 3: Add A Target

A “Target” is the destination where the call will be forwarded to. When someone calls your Tracking Number, Ringba will automatically route the call to your Target and provide detailed analytics about the call.

Step 4: Launch Your Campaign

That’s it! You’re inbound call tracking campaign has been created! Test your campaign by calling your Tracking Number and see Ringba work its magic in real-time.

 
Load Balancing for Call Centers

Load Balancing for Call Centers

Running a successful call center can be a challenge — especially if you aren’t using the right tools to power your business and route calls to your live agents.

With Ringba’s advanced call routing features, you can keep your agents at maximum capacity; reducing abandons and monetizing every call that comes through your contact center.

What is Load Balancing?

Load balancing is the process of optimizing the distribution or “flow” of call traffic. For contact centers, this means routing calls to the most optimal target / destination.

This involves a lot of factors, including;

Hours – What are the operating hours for your call center?
Agents – How many people are available to service calls?
Capacity – How many calls can your agents service at once.
Geolocation – Where is your call center located geographically?

When agents are overloaded with calls, everyone loses. You lose money, the agent is overwhelmed and your caller is left unsatisfied and unhappy.

Load-balancing routes your call overflow to agents who are available, reduces caller wait time, improves agent productivity, ensures calls are serviced in a timely manner and leave you free to run your contact center a peak proficiency.

With your call flow effectively load balanced, you are in the position to optimize run your contact center at peak efficiency. Call routing and load balancing is essential to overall call center efficiency and caller satisfaction.

Load Balancing with Ringba

Ringba was specifically designed to provide call centers with the tools they need to optimize their call flow and load balance their call traffic.

Create dynamic routing plans for your campaigns based on schedule, concurrency, volume caps, productivity, and performance. Virtually eliminate abandons by monitoring your available agents and automatically route your overflow to call buyers and marketplaces to reclaim lost revenue.

Monitor groups of agents across numerous campaigns making sure to never overload your team and gives you the flexibility to adjust your concurrency in real-time. Arm your team leaders and floor managers today with the ability to help maximize your revenues and stop wasting calls now.

Sign up today to setup load balancing for your call center!

 
How Call Tracking Works

How Call Tracking Works

If you are working with inbound calls, you absolutely need to track your calls.

Without Call Tracking, you will have insight into how your calls are converting, how to improve your call flow or how to make more money from your calls.

Here are just some of the things that call tracking software allows you to do:

– Attribute phone calls to specific marketing channels.
– Route callers to different target destinations.
– Track and record when calls are connected.
– Reporting and Analytics for optimizing call flow.

The key benefit to call tracking is that it helps you better understand your potential clients and which marketing strategies are working for your business. While it can be relatively easy to track what is working on your website using tools like Google Analytics; tracking phone calls is much harder.

So how do you track and report on inbound calls?

Answer: Call Tracking Software.

Call Tracking Software like Ringba gives you the ability to track and record information about inbound phone calls.

How Call Tracking Works

In its simplest form, call tracking uses a unique phone number to track information and route the call to another destination. When a potential customer sees the number and clicks to call, your tracking system automatically records attribution data and forwards the call.

A good call tracking system tracks the entire caller journey from beginning to end and provides detailed reports and analytics about the call. Call Tracking enables businesses and marketers to optimize their call flow and caller experience to ensure no call goes to waste.

Key Call Tracking Metrics

Here are some of the key metrics used to track inbound phone calls:

Call Duration – the total length of a call.
Call Connected – if a call connected to a destination.
Call Completed – when the call is disconnected.
Call Converted – if a call has met conversion criteria.

Armed with this data, you will gain deep insight into your call flow and lead generation efforts which you can use to run better call marketing campaigns, provide a better caller experience and optimize your ROI.

Tracking Calls with Ringba

If you are working with inbound calls, Ringba gives you the tools you need to manage your business and make more money from your phone calls, including:

Number Management – Create and manage local and toll-free phone numbers in countries all over the world.
Call Analytics – Detailed and granular analytics about your calls.
Call Routing –  Build dynamic routing plans for forwarding calls to targets.
Call Recording – Listen to call recordings to better understand your callers.
Reporting – View reports and optimize your campaigns with actionable insights.

Ringba makes it easy to get the data you need about your calls to effectively manage your call marketing business.

Sign up today to start tracking your inbound customer calls!

 
Introducing Custom IVRs for Call Routing

Introducing Custom IVRs for Call Routing

Our team is proud to release the ability to create Custom IVRs for your call campaigns in Ringba!

An IVR or “Interactive-Voice-Response” is an automated system for qualifying callers with prompts and routing them to a destination based on their responses.

Now you can setup your very own custom IVR Trees using Ringba. With our simple drag-and-drop interface, you can create advanced routing plans in minutes.

Note: This feature is currently in OPEN BETA and some features may be unstable — please contact us via email or chat with issues, bugs or feedback while we improve the IVR builder.

What’s Changed?

The Ringba Portal has been updated with new features and options for managing IVRs, including:

Campaign Call Routing Options

With IVRs offically launched in open beta, there are now two ways to route call flow for Campaigns:

Standard Routing – Add Targets to your campaigns and route calls based on Target Weight and Target Priority.
IVR Routing – Create a dynamic call routing plans using nodes and prompts.

Note: Some Legacy Campaigns may not be eligible to switch to IVR routing.

Custom IVR Builder

Use the “IVRs” section to create IVR Trees for your campaigns. IVRs provide further control over your call flow and caller experience.

Important Note: IVR is currently in open beta — please use with caution and stay in touch with our support team via chat or email.

Routing Plans

Use the “Routing Plans” section to setup and manage destinations for IVRs. This feature gives you the ability to create specific sets of Targets and Groups for routing calls when using IVRs.

Getting Started with IVRs

Creating an IVR with Ringba is easy. Just follow these four steps:

Step 1: Setup Routing Plan

In order to create an IVR Tree for your campaign, you need to first setup a Routing Plan. Routing Plans are used by IVRs to decide where to route calls after a caller has entered their prompts.

To setup a Routing Plan, navigate to “Routing Plans” from the main Dashboard and click on “Create Routing Plan”. Give your Routing Plan a “Name” and click on “Create” to begin adding destinations. Setup your Targets / Groups and configure their settings like Weight and Priority. Click on “Close” and your Routing Plan settings will be saved automatically.

 

Step 2: Create IVR Tree

With your Routing Plan setup, it’s now time to create your first IVR!

You can create dynamic routing plans and caller prompts using the four different types of “Nodes”

Dial – Route to a Routing Plan.
Hangup – End the call.
Menu – Provide options or questions for the caller to key in responses (Press 1, Press 2, Press 3, etc).
Voicemail – Prompt the call to leave a voicemail message.

Drag-and-drop Nodes to create custom routing plans and qualify callers for your buyers. There are two ways to add Nodes, either by drag-and-dropping Nodes from the top menu or by clicking the “+” icon directly on the node.

To create an IVR Tree, click on “Create IVR Tree” under “IVRs (beta)” from the main Dashboard. This will take you to Ringba’s Custom IVR Builder.

Drag a “Menu” Node and enter your “Prompt”. You can choose to “Play” a recording or “Say” a message. Give your Menu a “Name” and add a Node to “On Failure”. This tells Ringba what to do if there is an error or something goes wrong.

Next, we’ll add a “Dial” Node to “Press 1” to send the caller to a destination in our Routing Plan. Click on “Press 1” and select “Dial”. Choose your destination from the “Routing Plan” drop drop and select an action for “On Failure”

Navigate to the top panel, give your IVR Tree a “Name” and click on “Save”. From this section, you can also “Expand” and “Collapse” your Nodes to get a better view of your IVR.

Step 3: Add To Campaign

What good is a custom IVR Tree if it’s not attached to a campaign? With your Routing Plan setup and your IVR Tree built, it’s time to put it to work by attaching it to a campaign.

To switch a campaign from Standard Routing to IVR Routing, navigate to “Manage Campaigns” under “Campaigns” from the main Dashboard. Find your Campaign and click on “Edit Campaign”.

Next, scroll down to “Call Routing”. Click on “IVR” and select your IVR Tree from the dropdown menu. You Campaign’s Call Routing setting will be updated and saved automatically.

Please note that some Legacy Campaigns may not be eligible for IVR Routing. To mitigate this, create a new campaign with the same settings or contact our support team via email or chat.

How You Can Help Us Build a Better IVR

During the open beta phase of IVR, we are going to be relying on you to share your feedback and let us know what needs to be improved. We are always on the lookout for ways to improve Ringba’s IVR builder. Let us know your thoughts by reaching out to us via email or by pinging us on chat.

 

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