Call tracking refers to the process of collecting information about a phone call.
In some instances, call tracking may equate to gathering and managing information taken from a tech support or service call. Generally speaking, call tracking software is primarily used to collect information from incoming calls. This provides useful information when it comes to measuring the effectiveness of certain types of advertising, and is roughly equivalent to tracking a web ad’s number of conversions. It’s also useful for assessing the quality of tech support and service departments, and instituting a pay per call model.
Call tracking typically involves information like the incoming call’s phone number, geographic location, and length of the call. Sometimes, recordings of the call itself are taken (as many people have experienced after being told “Your call may be recorded for quality assurance.”).
Advanced call tracking software is able to follow conversions from the cradle to the grave– across web-based media, and offline into telephony.