Differences Between Call Tracking Apps and Call Tracking Software

Any company worth its salt is going to receive phone calls. Of course, the difficulty is recording every call in a way that may be used to expand the company. In what way may this problem be fixed? We’ll be following your calls and monitoring your calls using our tracking software.

In this piece, we’ll break out what call tracking is, how it works, and the information it may glean from incoming and outgoing phone conversations (besides the typical phone numbers). In addition, we’ll discuss the importance of call monitoring and why your company needs it.

What Is Call Tracking?

Incoming business phone calls may be monitored and analyzed with the help of call tracking software, which often includes both reporting and call recording capabilities. Who called, when they tried to contact, and what company they worked for, if any, are just some information that may be gleaned through call monitoring.

Not only does caller ID software reveal the caller’s physical location, but it also records and stores every call made to your business. In a nutshell, it provides accurate information about phone conversations, which may be useful for any company. For example, you may use it to enhance your website’s content to make it more accessible to search engines and users.

Call monitoring software also helps with key performance indicator tracking by letting marketers know which marketing effort resulted in a phone call. It may also provide the search terms, advertisements, and landing sites that prompted the call.

The success of your digital and traditional marketing efforts may be better gauged with the help of call monitoring. For example, the sales team uses call tracker software in ads like Google Ads to identify the source and amount of inbound calls, therefore revealing the efficacy (or lack thereof) of various promotional efforts.

How Does Call Tracking Work?

Simply put, call tracking is the practice of assigning a different phone number to each of a company’s promotional efforts. One basic reason for the several phone numbers for each campaign is that it is easier to distinguish between them. Calls from a certain number may be easily attributed to the appropriate campaign.

For this reason, let’s say ABC company initiates a marketing campaign.  First, certain phone numbers, either local ones or up to 100 phone numbers, are allotted to callers. These lines may redirect callers to an internal business line, an external answering service, or a third-party marketing or sales group.

The calls are routed via the call tracking metrics app when certain phone numbers are contacted. The software is the critical component, as it allows calls to be traced back to various online channels such as sponsored search, organic search, social media, and more.

Dynamic phone numbers also allow the advertiser to employ as many numbers as possible to accommodate a wide range of trafficking channels, promotional efforts and search term targets. Scripts, cookies, “call whisper,” conversion parameters, and more are all a part of call tracking software, providing an advertiser a great deal of freedom and increasing their marketing efforts dramatically, even when they’re not online.

Who Needs Call Tracking?

According to Forrester, 84% of marketers claim that phone calls have greater conversion rates and higher average order value (AOV) than other types of interaction. The return on investment (ROI) of your marketing efforts will be less complete if you don’t account for calls made due to your efforts.

Call tracking lets you see which online advertising, keywords, and landing pages are generating the most phone calls for your company. These phone conversations may also show the percentage of qualified leads and sales. You can now attribute the complete lifecycle of a campaign’s success or failure and use that information to inform better optimization choices that will ultimately result in increased revenue.

It is essential for businesses to employ a call monitoring system if they rely on incoming calls to grow their clientele. This allows them to identify high-value marketing initiatives and better allocate resources. Examples are automotive, healthcare, home services, finance, franchising, insurance, travel, telecommunications, real estate, and many more sectors.

How Does Call Tracking Software Help Sales Teams?

For most companies, the last step in client acquisition involves the sales force. Because of their position in the sales funnel, sales teams must always perform at a high level to maximize client conversions.

When sales teams use call tracking, they can:

  • Provide data for streamlining operations to boost revenue.
  • Managers may listen to recordings of sales calls to hear where their teams might need improvement.
  • Facilitating the administration of sales and service output
  • Each and every sales team follows a tried and true methodology. Without it, sales are erratic, and representatives do whatever they want to close a deal, leading to poor customer service.

Using call logs, sales managers may assess how well or poorly their teams are doing with call center tracking software.

Let’s imagine you’re in charge of sales, and a new offer has just gone live, but it’s not generating the interest from consumers that the company’s top brass had hoped for. A consistent amount of leads are arriving daily from the marketing department; what gives?

Your sales call monitoring software reveals that most of your sales staff aren’t providing clients with accurate information about the offer.

As a result of this newly discovered window of opportunity for coaching, you call a meeting of your sales staff and go through in detail how they should present the new offer to consumers. You see an uptick in promotion sales after the meeting. After a short while, promotion sales begin to meet the expectations of your company’s upper management.

What may have resulted in poor sales was swiftly discovered and dealt with, creating a win-win scenario thanks to sales call monitoring.

How Does Call Tracking Software Help Marketing Teams?

And typically, a company’s marketing department is in charge of producing leads, which are then passed on to the sales department for further pursuit and conversion.

Sales aid lead generation call reporting software because:

  • Call origination details are shown.
  • Keeping tabs on the calls that come from radio and print ads
  • Optimize your search engine results by identifying call-generating terms.
  • Call monitoring data provides invaluable insight for marketing departments looking to allocate resources effectively.

If the marketing department launches a radio and print ad campaign, they’ll use unique phone numbers to see which brings in more business.

The marketing team can thus readily determine whether the medium was more successful, say, radio or print. It’s a no-brainer to direct future marketing efforts toward the channel that performs much better. Online marketing initiatives follow the same reasoning, of course.

The sales staff benefits from a more targeted marketing effort since it generates more high-quality prospects.

Your call tracking software works tirelessly in the background as your sales reps and managers make calls, formulate strategies, and manage leads.

Call Tracking App vs. Call Tracking Software

Call tracking software is an invaluable asset to any organization with a call center or sales team that receives a high volume of calls.

The best free call tracking app and premium software choices are available, making them accessible to businesses of all sizes and budget restrictions.

It comes down to selecting the alternative that will serve you and your company best.

There are call phone tracker app solutions that are free, so why would you choose to pay for one when there are other choices available?

The saying is that you get what you pay for, and this is certainly true.

Free choices like call tracking apps are helpful for getting you started and acquainting yourself with how free call monitoring works, but you may run into a brick wall when your company requires more out of the software than it can provide you. In this case, you will need to look into paid solutions.

It is common knowledge that open-source software may be altered in any way imaginable, but to put such alterations into effect, you will need both the technical expertise and the necessary time.

At the end of the day, free call tracking is an excellent choice if you are just starting out and are unsure if the concept that underpins the software will work for you or if you want a straightforward application limited to doing one or two tasks. A premium call monitoring service is the best choice if you need more capabilities, assistance, and guidance.

What Is Best Call Tracking Software or App?

There is a multitude of sales tracking apps available on the market today. It’s possible that you could simply choose the most expensive and well-ranked product that you discover on Google but ask yourself whether it’s really going to be worth the money and the effort.

Researching your options first is always the wisest choice, regardless of the situation. However, you cannot research a topic if you are unsure what information you need.

These are the most fundamental elements that you should search for in a call tracking solution be it an app or software:

  • Click-to-call dialing
  • Auto-dialer choices
  • Call recording
  • User-friendly interface
  • Integration of CRM or applications

Because there is a possibility that there are other capabilities that would be of use to your company in particular, it is important to spend some time becoming acquainted with call tracking in general.

Let’s take a brief look at what you should look for upon selecting what is best for you, a call tracking app or a call tracking software.

The free call tracking apps and premium call tracking app software options are usually assessed based on the following criteria:

  1. Price
  2. Ease of use
  3. Featured calling options
  4. The availability of Reporting Numbers
  5. Learning curve

Inbound Call Tracking vs Outbound Call Tracking

Inbound calls are a normal operation component for most small firms, ranging from sales interactions to technical help.

Providing a structure for routing incoming calls and defining metrics to monitor them may greatly facilitate the streamlining and improvement of customer service. With software to track phone calls, your business can easily leverage both inbound and outbound calls.

Tracking Software for Outbound Calls: What Is It and How It Works?

You can monitor, categorize, and analyze inbound and outbound calls with call tracking software for lead generation. Nonetheless, since you are the one to initiate the call, outbound call tracking software offers some distinct advantages. You can monitor detailed KPIs like who you contacted, when, why, and how, as well as the immediate outcomes of your efforts. Then, the outbound calling software records these figures and provides the means for you to assess and act upon them for optimum development.

All of the top call-tracking programs have the same fundamental features. Because of these qualities, they may provide the possible value to your company.

Simple To Operate

The primary benefit of investing in call monitoring software is the time and effort it will save you in deciphering business data to support decision-making. If that happens, using the incorrect software might become more of a burden than a benefit. The most useful data for your company may be gleaned from call monitoring software if it is simple to set up and use.


It’s tempting to go with the smallest and cheapest software option when you’re first getting your business off the ground. Although you probably don’t want to remain that diminutive forever. Software that can scale with your business and help you track progress toward your objectives may be necessary. If the price of your existing software package skyrockets as your business grows, you may want to look into other options.

Real-Time Analytical Processing

To keep up with the times, your organization needs access to real-time data. Real-time analytics and reporting on its previous performance are essential to keep up with how your firm is doing. Software that provides the most up-to-date information allows you to make better choices and establish more relevant objectives in the here and now.


Your business is one of a kind. You are unlike everyone else regarding your aspirations, difficulties, successes, requirements, or worries. You’ll want flexible software that can expand your company. Software that doesn’t accomplish this won’t help in the long term and may even hurt later.

Metrics for Monitoring Incoming Calls

The success of a marketer’s marketing efforts may be largely gauged by monitoring the volume and quality of calls they get. Different metrics may be prioritized depending on the organization’s objectives and requirements with inbound call tracking software. However, there are certain universally beneficial phone call metrics. We have compiled a list of some of the most useful indicators for monitoring incoming calls:

  • Influential Origin. When utilizing call tracking software, the lead source is a crucial parameter. Every company needs to identify the source of its incoming leads. Who is calling, and where did they hear about them? Just where did they get that many people? Why do you think they’re phoning, exactly? Following the breadcrumbs of a lead might provide insights into these concerns. As a result, this might be a great asset in refining your marketing approach.
  • The Effectiveness of the Welcome Page. When a consumer visits one of your landing pages, they will see many ways to get in touch with your company. These might be in the form of a phone number, chat window, or web form. Many marketers closely monitor online surveys and chat room analytics. However, companies may lose a golden chance to boost marketing ROI if they don’t start monitoring phone conversations. Including unique phone numbers on each landing page is one method of tracking. The marketing department may then monitor the most effective landing pages.
  • Unreturned Calls. If a missed call is a potential sale lost. How frequently this occurs when clients phone your business is also an essential measure to keep an eye on. Remember to record how frequently you miss calls and what transpires. How often do clients get put through to voicemail? What kind of details may be found there? Keeping tabs on missed calls might also let you know whether you need to change your working hours. Live chat and other website call track software tools are two further options to think about.
  • New Customers. It’s a good idea to maintain a log of phone numbers when utilizing incoming call monitoring software. Identifying whether or not this is a new client call is crucial to running a successful company. Find out how they came across your profile and follow up on that lead. Details such as the landing page visited, the phone number dialed, and the user’s intended action is all part of this. Take this data into account when you formulate your first-time-caller strategy.

Call monitoring software is a must-have for any company that relies on customer phone calls as a conversion mechanism. The performance of a marketing effort may be evaluated and reported on thanks to call monitoring. These stats are calculated from the total amount of calls and the money made from such calls. There was a significant void in the available consumer information, which helped fill it. An equally crucial feature of call tracking is its reliability. Phone call monitoring software has improved the accuracy of client data reporting for many companies.

Call tracking also has the additional benefit of assisting in allocating marketing funds. The budgeting process is greatly improved by having a firm grasp on what is and is not producing the desired results. Successful strategies may get more funding in the future. Alternatively, ineffective tactics might be reduced in intensity. This method may help companies make sure they are making the most of their marketing dollars.

Bottom Line

If you’re going to invest in PPC, you need as much raw data as you can get your hands on. We think every company should use sophisticated call monitoring since it provides invaluable information for improving marketing efforts. Call tracking helps you eliminate unnecessary work, keep things running smoothly, and generate more leads.

Service call tracking software eliminates any excuse for 40% or more inaccurate campaign reporting. While we have covered both call tracking apps and call tracking softwares for enterprises and big businesses it is up to you to pick which one suits your organization best.

After reading our brief guide, you should feel prepared to explore several best free call tracking app options, gain experience, and likely upgrade to commercial call tracking software.

Lisa Thompson

Lisa Thompson

Lisa Thompson is a digital marketing and call tracking expert with over ten years of experience in the industry. She excels at identifying and leveraging marketing opportunities to generate leads, sales, and revenue. Lisa has worked with multiple companies in various industries and is passionate about helping businesses reach their digital marketing goals. She desires to help her clients improve and recalibrate their digital marketing strategies while optimizing their call tracking systems.

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