800response Launches Call Tracking Feature

800response, a provider of vanity 800 numbers and Web-based call tracking, has released Employee Codes, a solution designed to enhance existing call monitoring services. 

Employee codes are unique three-digit numbers used to tag inbound calls, allowing businesses to categorize, filter and monitor their phone calls by individual employees or departments. The new tracking feature helps businesses conduct employee performance reviews, train new and existing employees, and categorize their calls by department or product code.

“Our customers, like many businesses, are continually monitoring, evaluating and making improvements to the customer experience they deliver. Using unique tracking codes to segment calls by specific employee or department allows them to identify the employees that may be in need of additional training in order to address customer objections, for example,” said Laura Noonan, vice president of marketing at 800response, in a statement.

According to the company, improving the customer experience is a trending topic for businesses today, with research showing that two-thirds of consumers would be willing to spend approximately 13 percent more money with a company following an excellent customer service experience. In comparison, 55 percent of customers would cease buying from a company that provides poor customer service.

“Employee codes also let our customers confirm which employees are providing exceptional service so they can reward them and use their methods of handling customer calls as examples to follow for others,” said Noonan.

800response's Employee Codes feature complements the company’s suite of call tracking and monitoring services, ranging from addresses and demographic profiles of callers to real-time missed call alerts, and call recording with speech analytics.