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Call Tracking, Reporting and Analytics

Act on data and insights you never knew existed.

Call Tracking

Discover how your business drives customer experience, what a typical customer journey entails and when customers are most likely to convert sales using data we collect from your business call tracking. We are the trusted telecommunication provider for thousands of clients across Australia delivering exceptional customer service to all of our clients using our market-leading intelligent call tracking platform. The power behind our intuitive call routing services and in-depth call analytics is delivered by proprietary software known as Orbit. Orbit has redefined reporting and developed a simple and comprehendible way of delivering relevant data insights about your customer service and has been designed to save your business time, resources and money.

The call tracking data you receive directly from Orbit helps you to identify record point breakdowns and answer times, manage your customer service teams and spotlight your best performers. Dive deeply into what works and what doesn’t, try out new things and see whether they work, using comprehensive and intelligent data captured from every call. Whether you know what you’re looking for or not, you can customise your own call tracking reports by choosing and designing your own metrics. Orbit offers you the ability to closely examine multiple data points so you can choose which ones are most relevant to current your business model and plan for future expansion and progress. Analyse the performance of thousands of data points across your entire portfolio of inbound numbers, including your 13 numbers1300 numbers and 1800 numbers.

Along with call tracking, we also offer businesses of all sizes a range of customisable telecommunication solutions delivered by our Australian-based call centre services. Ensure that your business never misses a call, offering 24/7 customer support to your clients, with our help.

Our phone answering services are available in a range of scalable packages which start from basic phone messaging services where a live operator will take the accurate details of your callers and either SMS or email those messages to your nominated contact. From there we move into dedicated phone receptionist services. This package puts your clients in touch with a dedicated virtual receptionist who can take down caller details, perform call forwarding to your nominated contacts or take messages on your behalf while you’re unavailable.

Our final package is our phone agent solution. This is the most comprehensive answering service that we offer and includes a dedicated phone agent who can not only answer your calls using a script you can customise to suit your business and brand messaging, but they can also function as one of your own customer service representatives. Using seamless software integrations, your phone agent can book appointments in your calendar, help sales conversions by processing sales directly over the phone and offer your customers answers to FAQs. This is particularly helpful if you’re on the road a lot as part of your business function or if you’re searching for a 24/7 customer support service to offer your market.

If you’re seeking a new inbound call number designed to attract local customers in specific markets then we can help you with a virtual phone number. Your virtual number comes with a local area code based on your preferred location. We ensure that all customers calling on their local number for your business are seamlessly forwarded to your customer service representatives or your nominated contacts using cutting-edge software that has been specifically designed to learn and understand. You call forwarding option can be automated where you can choose how many rings you would like on your number before the call is forwarded or you can choose time and date based routing which is call forwarding for a specific length of time like a particular day every week or a block of time you specify. Every telecommunication solution that we offer is fully customisable to your business needs and that includes your call tracking and call reporting.

If you are planning to look into building a national presence and brand awareness for your business then we commend considering phone words for your new number. This is a telephone number based on a word that is easily recalled and can be spelled out using a standard keypad. Memorable numbers can help to build a strong market presence, particularly nationally. You can refer to your call analytics to see how effective your new number is, as well as how effective you have been at getting the word out. Easily track marketing and branding campaigns like advertising in radio ads, on television and through internet and print outlets.

Call tracking from Fonebox offers you detailed data delivered in a single, powerful report from which you can glean insights into how well your campaigns are doing, what your customer journey is like and whether your brand really is gaining a foothold or maintaining its presence within your desired marketplace. We can help you optimise your strategies for building and further developing your business. Use our insights to target your advertising spend and develop clear, repeatable trends for the campaigns that really work.

Our solution architects are experts who develop custom solutions for any business. We can support your business with call tracking the way you want it done, delivering effective data that you can use immediately. Contact a consultant today to find out exactly what Fonebox can offer your business and how we can help you transform.

Customise your own reports

Orbit gives you the ability to design your own reports, allowing you to ‘drill down’ and analyse the performance of thousands of data points within your portfolio of inbound numbers or Phone Answering service.

View the call data that’s most important to you, from overall national trends to individual customer journeys. The best part is, you can create a CEO-ready formatted report in moments before your progress meeting.

Make informed decisions using omnichannel analytics

Use Orbit to gain insight into marketing channels such as newspaper, radio, television and online and adjust your inbound call strategy accordingly. Optimise your marketing spend to increase calls, conversions and revenue, and clearly measure your ROI.

Improve outcomes for you and your customers

With Orbit, you can identify exactly when, and why calls are not being answered.

this data will boost your efficiency and help identify potential areas for improvement within your business. From start to finish, we’ll help you join the dots.

Provide better customer experiences

With Orbit’s call reports and auditing, you’ll be able to determine what’s driving phone calls, conversions and the most positive customer experiences.

You can record point breakdowns and answer times, manage your customer service teams, and identify your top performers.

This will allow you to see what does and doesn’t work. Deep dive into granular reports containing intelligent, comprehensive data. Improve performance to enhance your customers’ experiences.

Reporting and Analytics Features

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Inbound data analytics

Understand how your marketing campaigns drive inbound calls and optimise future efforts.

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Answering service analytics

Measure all selected performance metrics with our answering service statistics and insights.

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Call experience analytics

Know exactly when calls drop out. Put yourself in the customer’s shoes with key insights and analysis.

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Historical reporting

Monitor and assess your team’s performance so you can make informed decisions about future direction.

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Omnichannel reporting

Covers all bases with our extensive analysis of calls and customer activities across multiple channels.

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Real-time reporting

Data gets old fast. Get real-time information on unanswered calls, recordings and more. Eliminate your blind spots.

Solutions

Marketing campaigns tracking

Review and analyse the performance of marketing campaigns and compare with your key objectives. What channels worked best? What can we optimise?

Franchisee leads

Many of our clients have multiple franchises under their control.Tracking performance while obtaining leads can be tricky, but Fonebox makes measurement easy.

Large enterprise

We work with large enterprise businesses and their departments to streamline call services, boost efficiency and maintain consistency of brand messaging.

Get a Personal Demo

Fonebox helps you find more of your best customers and drive revenue with intelligent call data. Learn more about our industry-leading solution to call analytics & reporting with a personal demo.

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Request a Demo

Fonebox helps you find more of your best customers and drive revenue with intelligent call data. Learn more about our industry-leading solution to call analytics & reporting with a personal demo.

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Talk to a member of our sales team

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Request a Free Quote

Get a Free Quote, quickly and easily. Simply fill out the below form and our experienced business experts will help you on your telecommunications journey. Get a quote Today!

Hate filling out forms?

Talk to a member of our sales team

Trusted by these successful brands

  • By clicking 'Submit' you agree to our Privacy Policy & Terms and Conditions
  • This field is for validation purposes and should be left unchanged.