Introducing Keyword Spotting For Phone Calls
CallTrackingMetrics has just launched a new service that analyzes phone calls for the presence (or lack of) particular keywords in the audio of the call.
By adding keyword spotting rules, you can tell the system to look for particular keywords and then take a variety of actions such as exclude the call, send an email, rate the call, convert the call, tag the call etc.
This feature gives you instant categorization of your calls based on keywords mentioned, allows you to quickly evaluate the quality of your sales and support calls, and automatically add conversions and ratings for your call based on what keywords are found.
Here are just some of the ways you could use keyword spotting:
- Wrong Number Detection: If someone mentions “wrong number” in the call, exclude the call and remove the visitor data associated with the call.
- Appointment Scheduling Confirmation: If someone mentions “scheduled” or “appointment”, automatically tag the call with an appointment scheduled tag or automatically mark it as converted.
- Call Quality Reporting: If someone mentions words like “upset” or “mad”, tag this call as “unhappy customer” and rate it with just 1 star and even have an automatic email sent to your sales manager. If someone mentions words like “happy”, “great” or “delighted”, mark it with a “good call” tag and rate it with 5 stars.
- Know what your customer wants ahead of time: Enter different product lines in as keywords, tag your calls with that information and then as you review your missed call audio files, you can jump right to the place in the audio where the caller mentions one of your products.
Start Spotting Today
Keyword spotting is available through the Pro, Agency and Enterprise plans. It is $.20 per rule applied.
As your rules are applied, you will see a bullseye in your call log next to the call and you will see a new voice analysis area in the detail of the call.