Per our announcement last week on Matters [1], the call tracking and recording tool through WhatConverts is now available across all microsites so that all centers can enjoy the benefits of the tool.
IMPORTANT: WhatConverts is now functioning across all microsites. You will be receiving an activation email from WhatConverts TOMORROW, MAY 3 so that you can access your WhatConverts dashboard.
TUTORIAL VIDEO: For a short tutorial on logging in to WhatConverts and accessing the dashboard, click here [2].
A reminder about the tool is below:
Key benefits of WhatConverts implementation across all microsites includes:
- Optimization of National Digital Advertising Budget: Allows national digital advertising budget to be better optimized through better visibility of the tactics that result in phone calls as well as web forms.
- Better Visibility of Lead Source: Ability for local centers to have better visibility into what is driving their own call volume and do more of what is working best. When a visitor comes to your microsite from a paid ad, tracking code information (if available) will be captured in WhatConverts along with the call.
- Coaching Opportunities: Ability for Franchise Owners to coach Center Directors to improve their phone skills by monitoring and providing feedback. This tool can be used to monitor when calls go unanswered or to voicemail as well as how the MATH Model sales flow is being followed. You can also use this to identify overall areas that will allow you to improve your effectiveness of scheduled appointments and use call recordings for discussions with your FBC. If needed, your FBC may also bring call recordings to your attention from time to time to offer advice on sales techniques. See the revised “Engage New Leads: Present the Program Over the Phone” microsystem in the Operations Manual for more on how this can be used as a sales coaching tool.
What to expect:
- Different Phone Number on Microsite: WhatConverts captures tracking data by temporarily swapping out the phone number on your microsite ONLY when someone visits your site from a paid ad. When someone visits the microsite from unpaid sources, such as directly typing your URL or doing an organic search, the swap of phone numbers will NOT occur and your regular number will be shown.
- Same Area Code: WhatConverts will display one of two phone numbers that are unique to your Center and will feature the same area code as used in your main Center phone number.
- Redirect to Center Phone Number: The phone numbers used by WhatConverts will continue to be valid and redirect calls to your main Center phone number for the long term; therefore, callers who save the unique, trackable number in their phones will continue to be able to reach your Center.
- Contact Support: Please contact Mathnasium Support at support@mathnasium.com [3] in the following instances:
- If you ever change the main phone number listed on your microsite.
- If the number shown on your website already redirects to another number. You only need to do this if you notice a delay in call answer in your WhatConverts recordings compared to when you call your own number directly. Current customers of the SOAR call center should already have this phone call redirection to the call center set up.
- If you already use a call recording service that has an automated notification for callers that their call is being recorded. You should let our Support team know so that disclaimer is not repeated by WhatConverts.
(End)
7 Comments To "REMINDER: National Call Tracking & Recording System Has Launched"
#1 Comment By Amber Beckemeyer On May 2, 2018 @ 2:39 pm
So, I feel really confused by this because I don’t think its been specifically explained what this is and how it directly impacts us. You keep listing “benefits” and “what to expect” but I don’t remember it ever being explained what this is.
Are these all calls that are still coming directly to us? Or are they going to a call center? Are we being recorded on our phone calls now? Who has access to those recordings? If our calls are being recorded now, at least the ones that come through this system, how do we know which ones are being recorded? For legal purposes, do we have to let customers know that their conversations are being recorded?
#2 Comment By Mathnasium Matters On May 4, 2018 @ 5:16 pm
Hi Amber ~ thank you for your questions. What Converts is a lead tracking tool used by many marketers to analyze the performance of their digital advertising campaigns and has been used by almost 200 of our centers for close to a year to optimize their PPC campaigns. The immediate change you may notice (but only if you click on a paid media ad) is that the phone number you have listed on your microsite will be swapped out with a trackable number with your same area code when callers visit your site from paid advertising (What Converts will not swap out the phone number nor track calls from people who go to your microsite organically – only with a paid ad).
Calls will be forwarded to the same place as your calls are currently routed by your microsite number as they will be instantly directed to that microsite number. Calls will only route to a call center if your current number routes to a call center. Customers will hear the customary “This call is being recorded for quality assurance” if they call the number from a paid source so there is nothing needed in that regard from your end.
FBCs will utilize What Converts as a tool to assist centers in lead conversion and staff development. Please reach out to your FBC if you have any questions or concerns about this.
#3 Comment By Amber Beckemeyer On May 8, 2018 @ 7:28 pm
Ok – so, as a follow-up, does this mean that there is no way for us to know which calls are being recorded or not? Don’t we need to get some sort of permission from everyone that would answer a call that they are agreeing to being recorded? Especially if we don’t know which calls are being recorded.
#4 Comment By Mathnasium Matters On May 10, 2018 @ 1:12 pm
Hi Amber, thank you for asking your follow-up questions. We would be happy to clarify. The trackable number is only displayed when leads click on paid advertisements (not from directly typing your microsite URL or coming from organic search), and the What Converts system will notify callers that they are being recorded if they call this trackable What Converts number. You can also set up notification emails for each call that What Converts receives, so you can know when a call was recorded. You can find instructions on how to do that in the What Converts training video. You can also use the email sent from What Converts to log into your What Converts dashboard to review calls any time.
#5 Comment By John Labuda On May 21, 2018 @ 8:03 am
Just to clarify, are all our lead calls being recorded regardless of whether or not one signed up for What Converts?
Also, Can FBC’s listen in on any call being made to the center regardless of whether or not What Converts is being signed up for?
If so, how does an FBC determine which calls to listen into and if so is there a notification to the caller that the call is being recorded?
#6 Comment By Mathnasium Matters On May 22, 2018 @ 11:45 am
Hi John, no problem. We’d be happy to clarify! In order to use it to optimize our national advertising for phone calls as well as leads, we have implemented What Converts tracking across all microsites as those national campaigns create traffic across all microsites.
The email sent from What Converts was provided so you can sign in to your own dashboard and be able to utilize the call tracking and recording for local advertising optimization and sales training efforts.
What Converts tracking is set only to capture and track calls/webforms that come in from paid advertising (which amounts to all traffic except that from directly typing your microsite URL or coming in from organic search results). Callers are notified that the call is being recorded for quality assurance when it comes in from a paid source.
Please feel free to reach out to your FBC if you have any questions or concerns!
#7 Pingback By » Lead Tracking Expansion on WhatConverts Mathnasium Matters: On April 17, 2019 @ 4:12 pm
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