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Presenter
McKay Allen, Dir of Content and Communications– Speaker at LeadsCon, SMX,
SMSS, and Content Marketing Conference
– Former TV News Anchor– Written for Forbes, MSNBC,
Search Engine Journal, Search Engine Watch, and PPC Hero
Attribution
Which sources, channels, campaigns, affiliates, publishers, and keywords
generate phone calls…and which don’t.
Organic Search
Display Mobile Paid Search Direct Mail
Phone calls are simply processed through the Conversation Analytics tool and the extracted
data is available in real time.
With the use of sophisticated speech recognition technology and natural speech
algorithms, Conversation Analytics is able to analyze phone calls without human assistance.
Call Duration
Billable calls typically over 90 seconds or 120 seconds
Industry standardThe way it’s always been doneRelatively simply and unsophisticated
Call Duration – The Bad
Is pretty archaic – compare to web analytics
Very little data about call itselfReliance on a single metricCan be misleadingMost companies don’t track
conversion rate based on duration
Case Study – Call Duration
Large Publisher- Generating millions
of calls per month. - Bases billing off of
calls over 2 minutes
The Analysis- Started analyzing calls
through Convirza’s platform
- Millions of calls analyzed over a period of several months
Case Study – Call Duration• % Silence
– 31% of calls over two minutes had % silence that was over 50%– On hold– Developed a metric for % of silence that was acceptable
• Call Spam– Significant # of calls over 2 minutes were spam calls – Growing problem in the industry
• Lead Quality Score– In theory call length should correlate to lead score– Not the case– Calls under 2 minutes had nearly the same lead score as calls over
2 minutes
Duration—by itself—is not a good indicator of lead quality.
There are simply other far more important things that happen on the
phone that are better indicators of lead quality.
Advanced Lead Scoring
DurationSales InquiryPrice RequestDepth of Sales ProcessCaller SentimentObjection LanguageNegative EmotionsBuying SignalsPersonal Information
Significance of Lead Score
Okay, lead score is great, but why does it actually matter? Does a higher lead
score actually produce more revenue?
Well, yes, actually…
Significance of Lead ScoreScore Conversion %
0-19 0%20-29 0%30-39 4%40-49 21%50-59 41%60-69 67%70-79 72%80-89 97%
90-100 100%
What We’re Saying…
Duration is not unimportant. However, it is only one factor in determining the
quality of a phone call. And yet, the entire industry bases billable calls off
of duration, almost exclusively.
How to Use Us
• We are not a ‘pay-per-call company’ – We are Call Marketing Optimization • Call Tracking – We provide you the
numbers. Still use RingPartner. • Layering – Layering our analysis on
top of whatever platform you’re already using.
• Pushing your providers to integrated with us. Asking them for this data.