Are your practice’s marketing efforts working? Is your staff providing quality service during phone calls? Call tracking and attribution help you answer these questions and understand the channels driving engagement and conversions.
By attributing phone calls to marketing efforts, your practice can measure the return on investment (ROI) from your marketing campaigns and optimize future marketing strategies. But you may have questions before your practice takes the leap to implement it, such as:
- Can attribution maintain HIPAA compliance and patient privacy?
- What data do we gain from attribution?
- Is the investment cost-effective for my practice?
Let’s put these and other fears to rest. Read on to explore common concerns surrounding call tracking and attribution—and learn how CallRail solves them. We’ll show you how to navigate the complexities of call tracking and attribution to optimize your efforts.
Does call attribution ensure patient privacy and compliance?
Diagnoses, treatments, payment information...patients should never have to worry about their information falling into the wrong hands—and neither should providers. Luckily, everything shared between patients and healthcare providers over the phone is protected under HIPAA and HITECH.
CallRail ensures you’re covered
For each covered entity, we sign a BAA to support HIPAA and HITECH compliance, but that’s just the launchpad for more robust protection. A third-party audit firm regularly tests our controls, and we put stringent measures in place.
Encryption at rest
All call records, web visitor sessions, and call routing data are fully encrypted when stored on disk, protecting data even if hard drives fail, are decommissioned, or stolen. Need a report? Data can easily be decrypted.
Secure access
You don’t have to worry about password sharing or compromised credentials, either. Each user is given unique login credentials, plus sessions automatically time out after 30 minutes of inactivity to prevent unauthorized access.
Private network
All calls are routed through a private network separate from the public internet. CallRail protects your practice with hardware firewalls to ensure that only expected traffic is allowed.
Does call tracking and attribution provide accurate data?
Your practice will use call records to inform patient interactions as well as future marketing efforts. So it’s logical to have concerns about the reliability and precision of the call tracking data.
CallRail’s reliability
CallRail ensures data accuracy to provide maximum ROI and ROAS. Our Call Tracking platform sets the stage to collect the data you need:
- Quick installation of call tracking numbers delivers insights from your website and forms.
- Conversation Intelligence® technology provides accurate transcriptions and helps to auto-qualify leads.
- Built-in call control centers bring call, text, and chat together under one roof.
- Marketing reports search keywords and campaign tracking and gain insights about campaign ROI and trending keywords. You can even build custom reports.
Is call tracking and attribution cost-effective?
Call tracking is rarely a one-and-done investment, often carrying additional fees. Is your practice worried about whether the benefits justify the costs?
Call tracking software is usually priced based on business needs; solutions bill monthly for tiered plans, often with charges per number and per minute.
CallRail’s Call Tracking and Form Tracking tools provide clarity
Understand the circumstances surrounding every phone call and form submission. Call Tracking is available monthly or annually with an allotment of phone numbers and monthly minutes to help you understand who’s reaching out, which marketing campaign drove them, how many prospects booked an appointment, and more.
But if you’re second-guessing the investment, ask a few questions to help guide your solution choice:
- Does the solution support HIPAA compliance?
- Does the solution integrate with marketing tools?
- Are call recordings and transcriptions available?
- Does the software have AI-powered call analytics?
- Does the software enable call monitoring?
(Psst! CallRail does all of the above and more.)
Does call tracking improve patient interactions?
Patient communication determines whether a new lead will trust you just as much as it impacts whether existing patients will keep coming back. Wondering how call tracking might affect those interactions? Don’t sweat it.
CallRail ensures frictionless conversations
Call tracking data informs the analytics, so every time a call, text, or chat comes through, you know the ad, campaign, or keyword that inspired the interaction.
- Customize call queues, such as by adding custom messaging related to the campaign that drove callers.
- Review communications through recordings to monitor call quality and agent performance and gain agent-level insights to see which agents perform best.
CallRail’s call routing handles callers as soon as they connect
Once patients dial your tracking number, call flow builder diverts them to available agents who immediately see their interaction history. Routing options depend on your needs and include:
- Round robin to assign calls to agents sequentially.
- Simulcall to route calls to multiple agents at the same time.
- Geo-routing to route calls to agents based on caller zip code.
- Responsive routing to assign calls based on data points, such as lead qualification status.
Does call tracking ensure data security?
Worried that call tracking could open up a can of worms resulting in unauthorized access, breaches, or misuse? Keep data on lockdown and ensure compliance with data protection laws and regulations.
CallRail ensures data security
In addition to HIPAA and HITECH measures, CallRail adheres to the strictest government regulations to maintain data security, including:
- GDPR to manage the usage and storage of personal information.
- CCPA to protect personal data specifically for California residents.
- SOC 2 to ensure quality security processes.
- PCI to protect patient’s financial data.
CallRail implements advanced features to ensure security
Protect your account, billing details, customer information, and logins. CallRail protects your practice and its patients by offering security features, such as:
- Two-factor authentication to log into accounts via a password and text message or authentication app.
- Google sign-in to log in with your Google credentials instead of a unique password.
- Encrypted webhooks to send customer data to third-party systems by encrypting transmission via HTTPS.
Does call tracking integrate with existing systems?
You use one tool for this operation and another for that operation—and it’s easy to lose your marbles if there’s no way to bring everything together. CallRail keeps your call tracking system running in tandem with marketing and data platforms to maximize inefficiencies.
CallRail powers integrations
The CallRail REST API helps you integrate custom software, providing the ability to access and modify data as needed. The call tracking system integrates with a wide variety of marketing, communication, and automation tools, including:
- Salesforce to see call and text activity, lead attribution, and customer information.
- Google Ads to track calls as conversions and connect PPC campaign clicks to phone calls.
- Google Analytics to send call, text, and form data as unique events every time someone gets in touch.
Integrations make customization possible. You can measure campaign performance via multi-channel call attribution, while analytics help to optimize ad campaigns, increase acquisition effectiveness, and improve patient retention.
Implement Call Tracking for your practice
In the healthcare field, you have to be equally mindful of your practice and its patients—even when your goal is to bring more people through the door. Call tracking delivers insights into your marketing and patient acquisition efforts, all while maintaining privacy and data protection.
Optimize marketing and patient service with technology that answers your concerns and delivers ROI. CallRail could be the answer. Schedule your demo for an inside look at how we can take your practice to the next level. Or, if you're ready to dive in, get started with a 14-day free trial today.
