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June 18, 2024
Ron Tuch
Data is the driving force behind almost every high-powered business. Smart businesses know that data lives everywhere, including on the phone.
Today, 65% of businesses consider phone calls their most valuable source of leads, so capturing data from those sales calls is critical. But how do you tactically capture that data and then make smarter decisions from what you learn?
Enter call logging software.
Adding call log software to your tech stack — and CRM — is a strategic way to collect insights from every voice-to-voice interaction sellers have with prospects. Let’s discuss what call logging systems are, how they work, and which ones will work best in 2024.
Call logging systems collect data from phone calls and make correlations between phone behaviors and outcomes. You can use call log software to measure everything from the quality of the customer experience to sales agent efficiency.
These tools replace manual record keeping, meaning teams don’t have to waste time recording call metrics themselves. This frees them up to concentrate on calling the next customer.
But how does basic call logging work?
Just follow these three steps:
Automated call logging software can even be integrated directly into your CRM software, often with bilateral syncing so call data will appear in the CRM in nearly real time.
The great management consultant Peter Drucker once said, “If you can’t measure it, you can’t improve it.” So, how can you keep track of sales calls?
Every business has its processes, but we can boil it down to using existing software or simple spreadsheets.
Spreadsheets are often a go-to, easy option for tracking sales calls. These activity-tracking spreadsheets record daily activities, including cold calling, speaking to leads, or managing existing customers.
But here's the problem: Most require sales agents to manually input the data and then compare and contrast it with other agents to provide the broad overview teams need to optimize their activities.
Thankfully, alternatives exist.
Dedicated call tracking software can automate the creation of custom reports to review data in aggregate by individual or team. Admins can configure their software using specific reporting intervals and decide which metrics they want to know about every week, month, or quarter.
CRMs are where the magic happens for sellers, which is why integrating call tracking software rather than having two distinct solutions makes so much sense. It reduces tech stack complexity and makes everybody’s life simpler.
Here’s why you should opt for an integrated CRM <> call tracking solution.
CRMs already act as the backbone of most sales efforts, so any additional tools need to treat the CRM that same way. Since the CRM dashboard is every seller's source of truth, we recommend only purchasing call tracking software that'll treat the CRM like the anchor piece of software and provide data within the CRM where it's needed — not the other way around.
CRMs are valuable for automating certain sales activities. Connecting data within a single system enables full workflow automation based on large volumes of data from every source.
For example, you could build automations that take insights from calls and embed them within custom fields of lead nurturing emails. These personalized, timely communications attract and impress your hottest leads.
CRMs are designed to hold a high quantity of data, and call notes and logs can be a part of that, especially if you're hoping to uncover trends. CRM call tracking solutions ensure that your data is always in one place and can be structured properly for analysis.
Piecing together the complete customer journey is critical for setting higher standards and driving stronger results.
Combine your CRM and call tracking software, and you're able to drill down into the data at a granular level. This lets you understand areas of improvement for individual reps or teammates and provide more tailored coaching for everyone.
Dozens of call logging solutions exist. The problem is determining which one's the best call tracking software for your business.
Here’s a rundown of the four areas to research.
Call logging solutions range from straightforward call recording to AI-powered call tracking. Deciding which features are relevant depends on what you want to achieve with this software. At a minimum, these are three functions to look for:
Call recording is essential for data collection. It’s also crucial to be able to review individual calls later for training and reflection. The top solutions on the market will include automated call transcriptions, keyword spotting, and summaries to help your reps learn.
Powerful call tracking solutions will capture critical metrics within each call. This could include basics like:
It could also extend to other analytics, such as call duration, number of missed calls, and number of customers who hung up.
Excellent contact management is a big part of phone outreach. Ideally, your call logging app can log all of your call information and customer details right into your CRM. This should happen in the background and require no manual input.
CRM integration is critical in today’s marketing landscape. These platforms manage every aspect of customer relationships. They act as a go-to hub, so having a fully integrated call logging solution just makes sense.
Plus, combining these two solutions helps marketing teams find, target, and convert customers faster and more successfully.
What’s your budget? Spending tens of thousands of dollars on CRM call logging software isn’t viable for every team. Begin by determining how much you can afford to spend and then analyze whether that investment pays for itself.
Things can and will go wrong with software sometimes. Ideally, you want a 24/7 customer support line for your logging software of choice that’s always available, including over the phone, email, and live chat.
Call logging software is so valuable for small and enterprise sales teams alike. If you’re searching for call log software solutions, check out these top five picks for 2024.
Streak is the CRM of choice for more than 750K+ Gmail users, and it has call logging software built right in. You can open new call logs with the click of a button, track the time, take notes, and carve out agendas for your Gmail voice calls.
It also integrates new AI-powered tools, enabling you to generate agendas based on past calls and meetings, or create custom agendas based on existing data. It’s simple, lightweight, and amplifies your Gmail inbox.
HubSpot’s call logging system automatically logs incoming calls and stores conversation details within the HubSpot CRM. You can also record calls, create custom notes, schedule meetings, and more.
Zoho Desk is a cloud-based customer service platform with an integrated call logging system. It offers native lead management features and allows for support ticket creation and dedicated customer portals.
CallRail’s lead intelligence platform enables businesses to assist other businesses in mapping out marketing journeys for individual customers. Real-time insights through call tracking make logging and analytics as simple as monitoring clicks.
Ring Central is an AI-powered communications solution for phone, messaging, and virtual events. Its call logging feature automatically records calls and allows authorized employees to listen to them, even in real time. The company's range of AI analytics solutions lets clients get the most from every sales call.
Call logging is a powerful tool for getting more value from your data — but paying for expensive tools doesn’t make sense when there's an affordable, effective solution in Streak.
Amplify your Gmail inbox with Streak’s lightweight CRM. Gain access to intuitive contact management features and AI-infused call logging alongside 750,000 other people (and counting).
Ready to learn more? Request a 14-day free trial of Streak today and level up your Gmail inbox and call tracking like never before.
