Phone Call Tracking
Purpose: This process outlines the steps for adding a tracking number to a customer’s website. This will enable us to record and track the number of calls a specific company receives. This is done for one of three reasons:
- Customer went live with no tracking number
- Customer requested to add a tracking number
- We're doing an initiative that requries separate tracking
When the customer goes live, or if the customer requests to add an additional tracking number, follow the steps below.
Costs
Business Class members get 1 FREE number
Economy Class and below (or if a Business class member wants an additional number), the cost is $6/month per line.
There is a $3/month charge for an additional 500 minute block if any number exceeds the 1,000 minutes that are included
How to set up phone call tracking for a customer
Go to the companies company info page and click on Edit Login Apps.
Under PagePilot Admin, scroll until you see Phone Call Tracking and click the +.
Go back to the companies company info page and click on Login As User.
Once logged in, click PagePilot Admin on the left hand side and then click Phone Call Tracking.
Click on Create New Lead Source.
Enter the name for the type of lead (Website, OA, Facebook, etc.), then put in the companies current phone number for the destination number field. Put in the companies area code in the field below.
Check off Record Calls for every number installed so we can record the calls that are made to the number.
Check off Skip Whisper Message unless the customer would like it on.
(The Whisper message is a recording saying "This call is being recorded for quality assurance" and warns the customer before the phone rings. If the customer has a phone tree, the caller will lose the first few seconds of the message.)
Click the Search button.
A list of numbers will appear below. Try and find a number that is similar to the one you are trying to track. If you can't find one that is close originally, you can click Search again for new numbers to appear.
Once you find the number, click on it.
Once clicked, you can either go in and edit the number, or generate a new number.
Go to https://resources.pagepilot.com/webapp/p/514/phone-number-replacement-script and grab the script.
Go to the companies company info page and click Login As User.
Click Website and then click Header Footer Scripts.
In the header script, paste the script. Then replace the Tracking Number wording with the number you chose for the customer.
Change the delayTime from 2000 to 1000.
Leave the #CompanyPhone tag alone and only replace if we are replacing a different number.
When done, hit the green Save button.
If the number replacement script needs to be disabled for PPC traffic, add the param suppress with a consistent value like gclid.??????
Verify that the customer's number is changing globally and on the homepage.
Click to call the number (or type it in 3CX) and verify it rings through. Do NOT stop testing until someone picks up.