CallRail’s Call Tracking Glossary answers your most basic questions about call tracking software including, “What is Call Analytics?,” “What is a Google Forwarding Number?,” and “What is Call Tracking Software?” Our glossary is here to help readers better understand the basics of call tracking as well as the marketing and sales efforts that call tracking can enhance. Read more below to learn about call tracking glossary terms.


What is Call Monitoring?

Posted by
on June 13, 2017
woman making call with bluetooth headset sitting in front of laptop

What is Call Monitoring? Call monitoring is the process of listening to live or previously recorded calls in order to audit the performance of call representatives, improve sales or marketing efforts, score the call for leads, and/or develop sales or support strategies. Who Uses Call Monitoring? We’ve all probably heard the automated message when we’ve…

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What is Multi-Channel Attribution?

Posted by
on June 6, 2017
Google Analytics Screen Shot

What is Multi-Channel Attribution? Multi-channel attribution refers to the process of determining which marketing channels ultimately lead to a sale and giving each channel the appropriate amount of credit per its role in the sales cycle. How Multi-Channel Attribution Modeling Helps Marketers Multi-channel attribution helps sales and marketing teams determine which marketing channels and campaigns…

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What is Interactive Voice Response (IVR)?

Posted by
on May 21, 2017
woman on phone at desk with computer in front of her

What is Interactive Voice Response (IVR)? Interactive Voice Response (IVR) is an automated phone call operating system that answers a call, asks qualifying questions to callers, and routes the call according to the answers. IVR systems help businesses of all sizes, and most of us have probably heard an IVR when we’ve called a company…

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What is Call Recording Software?

Posted by
on May 20, 2017
man on phone looking at computer screen

What is Call Recording Software? Call recording software is a computer program that allows businesses to audiotape incoming and outgoing telephone calls for use in training, marketing, and other analyses. Is it legal to record phone calls? Call recording is legal in the United States but notification and consent laws differ by state. Every state…

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What is AdWords Call Tracking?

Posted by
on May 19, 2017
man in suit holding a smartphone

What is AdWords Call Tracking? AdWords call tracking is a type of conversion tracking in AdWords that allows you to see how many prospective customers called your business after seeing or clicking one of your pay-per-click ads. How Does AdWords Call Tracking Work? AdWords call tracking can work two different ways. It can track calls…

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What is Call Tracking?

Posted by
on May 5, 2017
Old fashioned red telephone with cord used for call tracking

What is Call Tracking? Call tracking is the process of determining how callers found your business. Marketing and sales teams can use call tracking data to measure the success of advertising campaigns and optimize future initiatives. When did call tracking start? Call tracking in some form has existed since telephones were first invented and used…

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What is a Softphone?

Posted by
on May 2, 2017
Woman looks at cell phone and sits in front of a laptop that uses softphone technology

What is a softphone? A softphone is a computer program used to make phone calls over the internet from any device with a speaker and mic, including computers and mobile devices. A softphone allows users to make telephone calls without an actual, physical telephone. How do businesses use softphones? Many businesses choose to use softphones instead…

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What is Lead Tracking?

Posted by
on May 2, 2017
woman sitting outside drinking coffee at a table calling a business that uses lead tracking

What is Lead Tracking? Lead tracking is the process of determining the source of leads, actively monitoring where leads are in the sales and marketing funnel, and pursuing the appropriate actions to move the lead to the next stage and close the sale. Why do sales and marketing need lead tracking? Lead tracking helps sales…

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What is NAP Consistency?

Posted by
on April 27, 2017
Local business storefront of a bistro

What is NAP Consistency? NAP Consistency refers to the accuracy of a location-based business’s Name, Address, and Phone number across all digital platforms, directories, citations, and websites. It is widely considered a local search ranking factor in local SEO. What are local citations? The online properties that list a business’s NAP are called local citations.…

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What is Click-to-Call?

Posted by
on April 19, 2017
woman on smart phone clicking a click to call ad

What is Click-to-Call? Click-to-call refers to a type of AdWords ad that, when clicked, directly calls the business as opposed to linking to their website. These ads can only show on mobile devices. There are both click-to-call ad extensions and click-to-call, call-only ads. How does Click-to-Call work? There are two instances in which an AdWords…

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