MediaHawk Call Tracking and Recording

The UK's number 1 call tracking platform is FULLY INCLUDED in the overall package. We configure it to suit your needs and manage it throughout. You'll get periodical and bespoke reports from MediaHawk and the figures are also included and analysed in the S.C.O.R.E. reports.

Call Recording is the basis of the S.C.O.R.E. call monitoring service. The MediaHawk recording service makes it easy to find and listen-in to calls of interest. Some calls of particular importance will have been flagged by the S.C.O.R.E. critiqueur. The excellent player offers all the functions needed for accurate navigation to and from the passages that need your special attention as highlighted in the S.C.O.R.E. call critique report.

Features

5 static phone numbers that can be used for display ads or offline marketing campaigns. Monitor telephone response from offline advertising channels, identify which sources lead to higher conversion rates and improve your marketing ROI.

• Detailed‚ intuitive‚ easy to read reports: view calls by campaign channel‚ media and more
• In-call & post-call attribution and track sales
• Google Analytics & AdWords integration    
• API and FTP feed
• Missed‚ key & received call alerts
• Call recording (inbound and outbound)
• Call queuing‚ mailboxes‚ re-routing & IVR’s (Interactive Voice Recordings)
• Call whisper
• Google call benchmarking
• Unlimited users with full analysis email with daily or weekly reporting

Call Monitoring, Evaluation, Analysis and Reporting

Objectives

Convert MORE inquiries into MANY MORE Appointments and Sales

Swiftly acting upon the Analysis derived from the MediaHawk tracking platform included in the context of the weekly and monthly S.C.O.R.E. reports will result in more inquiries from better qualified leads. Classifying, monitoring, listening-in, analysing and scoring incoming calls help to identify flaws in the inquiry handling process. The weekly and monthly reports alert you to these deficiencies. These negative trends are soon visible, can be turned around and your response will convert in more appointments and more sales as a result.

Improve ROI (Return On Investment)

The summarised table on the right shows the result of investing in Call Tracking and Monitoring. It really pays for itself.....3 fold 

Timeline

S.C.O.R.E. Project Approval

Once we have verbally agreed on the basic principals of our cooperation we're ready to go ahead. Unless you or your legal department needs time for procurement and contracting, I will simply send you an email with a description of the project and the fee for doing it. This gives you the freedom to opt out at any time based on the old fashioned supply and demand  principle that if I cannot deliver value for money I will loose custom. You can however rest assured that I have never had to experience that, on the contrary, some projects have been running indefinitely for years. For your peace of mind Call Score Ltd is fully compliant with the new GDPR regulations and so is MediaHawk.

Consultation and setting objectives

The S.C.O.R.E. report templates are based on the experience of years of listening-in to thousands of calls but they're not carved in stone. If your business requires data which is not included out of the box, the system is flexible enough to mould it to your exact requirements. Don't forget there's an experienced real person listening in to the calls. Filtering which calls or call passages need extra attention is determined by a good understanding of the environment and context. Scoring and commenting on key elements of the conversation requires a correct interpretation of the interaction between the customer and the salesperson, in the right context and with understanding of their respective objectives. There's absolutely no need to be introduced to the people who will be monitored. It is however a good idea for them to be aware of the exercise. They should be comfortable in the knowledge that the monitoring is not put in place to catch them out or spy on them and will help them to be a better receptionist or sales executive. A good, experienced critiqueur will soon get to know the people involved in the conversations. It is amazing how involved one gets and how this results in being able to paint an accurate picture of the context. Each conversation becomes part of an intriguing story line with familiar characters who expose their characteristics as the story unfolds. Accurate profiling of the customer is a bit more tricky but made possible by the critiqueur's life-experience, intuition and having listened-in to thousands of inquiries. The advantages over an automated, keyword based system are obvious and allow for diverse and accurate reports. It all starts here, I listen to you first and you'll get objective-driven and context-sensitive reports.

Prepare and Approve Templates

Now that we have a good idea of the objectives, we're ready to prepare your report templates and give you access to your "Reports" page where you will be able to access the templates and all your future reports. It shouldn't take longer than a week to prepare the templates and maybe another week for your approval after which we can start monitoring your calls.

Run-up to the Anonymous Comparison  for Single Dealerships 

The usefulness of comparing your dealership with other similar dealerships depends heavily on the accuracy of the average performance expressed in various score figures. It is essential to start off on a higher level playing field. Obvious structural deficiencies are usually exposed very early on in the exercise by checking performance against a base score. I concentrate on eliminating these flaws by pointing them out and by recommending easy solutions with no drastic impact on your basic structure. With very few exceptions, every dealership I analysed had structural weaknesses that have gone unnoticed for a long time and only become apparent when an outsider pointed them out. These major but hidden flaws have a big impact on overall performance and result. You will notice the biggest hike in performance in this initial stage with the easiest of remedies. Starting anonymous comparison with these structural flaws intact would invariably distort the average score. The score to aspire to would be lower, under-performance would go unnoticed and you would not be inspired to do better, being under the false impression that everything is going well and even that this is a useless exercise. More detailed flaws would not be exposed or taken seriously. If you are doing well and were to start off with no major structural weaknesses,  you might conclude that you're so far ahead you cannot possibly do better. False confidence which will cost you intelligence, leads and therefore sales. This exercise and following up on it has always rewarded participants and will always reward you with a positive return on investment. Depending on the dealership and the availability of a place in the right group, this will take 2 to 6 weeks. During this time the weekly reports with all the features will be made available except for the comparison with other dealerships. We will also be extravigilant and alert you immediately of anything that needs your urgent attention and remedy.

Schedule and Features

Authorised Users and Approved  Recipients

Single Dealerships You can authorise up to 5 users of the reports. These will all be sent a username and a password to access the reports on the REPORTS page and will also be added to the email-recipient list. Users can be added, deleted and replaced on request.

Group of Dealerships  You can authorise up to 5 users of the Master report covering all the dealerships in the group. These users will also have full access to the individual reports covering each dealership location. The users with full access to all reports will all be sent a username and a password to access the reports on the on the REPORTS page and will also be added to the email-recipient list. Users can be added, deleted and replaced on request. You can also authorise up to 5 users for each dealership within your group. These users will have access to reports relating to their own dealership and be able to compare anonymously with the other locations in your group.

Schedule

Reports are stored securely on the server and can be accessed by authorised users using their log-in details on the REPORTS page. On request we can also deliver reports by secure email.

• 91 Days, 13 Weeks, 3 Months of tracking, monitoring and evaluation per session.
• 13 weekly report updates on Friday
• 3 monthly report updates on the first Friday of the following month
• 1 end report on the first Friday after the session has ended
• The Online Response Evaluation is secretly scheduled
• The Mystery Shopper visit is secretly scheduled
• The Online Response Evaluation Report and the Mystery Shopper Report will be handed over as soon as the exercise is complete

Features

For a full understanding of the included features please consult the next chapter, ask me or call me on 07835290917.

Click the picture to get access to the demo reports page. See for yourself what's included, be amazed with the vast amount of information extracted from the inquiry handling process and experience the user-friendly features you can use to be presented with the information you need.