Frequently Asked Questions
Do you charge for toll charges?
Yes, if you are using our toll-free phone numbers, the toll charges are passed on to you plus normal taxes and surcharges. Keep in mind that these charges are only campaign specific calls. All other business-as-usual calls or service calls will go to your call center and will not be part of this cost.
No, if we are using your toll-free phone numbers to capture phone data directly from your telephone company.
Do I have to obtain the toll-free phone numbers in order to track calls with you?
No. MainTrax has an endless access to toll-free numbers. We can provide you with as many phone numbers as you need in a matter of hours.
Will it be complicated for me to set up?
No. We route the calls to your call center for you. In fact, once you've made the decision to track your advertising with us, there's no need to get anyone else involved. The routing process takes us just a day or so.
Do I need to sign a contract?
No. You can discontinue at anytime.
How much does this call tracking cost?
You are billed on a low monthly service rate. Each report can accommodate up to eight toll-free numbers, so it doesn't cost any more to track eight toll-free phone numbers than it does to track one. The monthly charge depends on how many groups of toll-free numbers are being tracked. Contact us to discuss options.
How do I know the call center data is accurate?
We're able to furnish complete call data about each call tracked-including those that didn't hit the call center switch.
Can you separate the number of "unique" calls from "repeat" calls?
Yes! In fact, that's a key component of our service. By knowing the exact number of unique calls, you know how many true sales "presentations" you were able to generate.
Can you create a profile of callers?
Yes, we can append demographic data that identifies who is calling. It enables marketers to target and communicate effectively.
How can I put "lost call" data to use?
Some clients have used this as a "safety net" to catch information about callers who tried to get through but for some reason couldn't. Such was the case with a cable TV company that lost thousands of calls as a result of a hurricane. The company was able to collect the call center data and return their customers' calls. Other clients have used this to help resolve capacity issues.
How can your advertising tracking help monitor my call center?
MainTrax captures the call data prior to the call hitting the call center phone system. MainTrax call disposition reports have uncovered surprising information for many clients. Consider us as an auditing tool for marketers to get a second opinion on how many calls were abandoned, how many lines were busy, what hours contained peak activity, call completion ratios and more.
How is all of this call center data sent to me?
We deliver the data to you in four ways:
Each business day you are sent an updated email with call center tracking broken down by each applicable tactic or execution.
You'll have access to the website for a variety of reports that can be customized to your needs.
While tracking your advertising, an analyst will email you any insights derived from the call center tracking results that may be useful as the campaign progresses.
You will receive a "Quick View" campaign summary when all advertising tracking has been completed.
Can ad agencies use this for advertising tracking?
Yes, many clients share their call center data with their agencies in order to have actionable data to adjust their media buys and strategies. But agencies often want to use this because it helps them prove the effectiveness of their creative approach.
Can't I get the same information from source codes?
No, not really. Source codes are often subject to input errors-that is, if they get entered at all. In most cases, source codes are only recorded for calls that result in a final sale. MainTrax eliminates human error and provides clean, reliable data.
Can't my call center manager generate the same kind of reports?
Call center managers may be able to report the number of overall calls received over a given period, but often they cannot separate business-as-usual calls from the independent campaign calls you're trying to track. Furthermore, they can only provide you with information about calls that actually hit the call center switch. MainTrax, on the other hand, obtains call center data directly from the phone company each day-whether the call hits the call center switch or not.
I'm printing my mail piece at the end of the week. Is there enough time to set up advertising tracking on such short notice?
Yes, last-minute setups are not a problem with us.
My marketing budget is already tight. Can I really afford to add this?
Clients quickly learn that the service pays for itself almost immediately. Imagine being able to pinpoint the effectiveness of your marketing. By identifying and eliminating just one underperforming print ad, one client has saved thousands of dollars. Other clients have used the call center data to find ways to reduce their print volumes and slash their postage costs. Even the simplest of adjustments will dramatically improve your cost per response, allowing you to free up wasted marketing dollars.
I'm just rolling out a new product and not ready to start "drilling down."
Product launches are often the perfect time to start advertising tracking because we're establishing a benchmark from which to measure future efforts.
I'm more interested in sales tracking than advertising tracking.
No doubt sales is the name of the game. But how do you go about increasing sales? By generating more calls! And this provides a perfect way of generating more calls at a lower cost.
I don't have time to add one more thing to my plate.
Don't worry. MainTrax developed the call metric measurement as a turnkey marketing solution. Consider:
It’s easy to set up. Just tell us when the campaign starts, how many toll-free numbers you need and to where the calls need to be routed or let us know your unique toll-free numbers.
As often as meets your company’s needs, MainTrax emails a summary of call center activity. You'll know in a matter of seconds how many calls were generated by each tactic.
A team of analysts monitor your call center data and will alert you of any findings. A few simple recommendations could save you thousands of dollars.
We compile a 10-page summary approximately two weeks after your advertising tracking has ended. Other ad hoc reports are available. Just tell us what you want to learn and we'll set up reporting that shows you what you need to know.
MainTrax tracks from which city and state each phone call was received. Demographic data is also available.
MainTrax tabulates each day's call center data and uploads it to a secure website, where it can be accessed by you anytime. In addition, summaries of call activity and updated campaign information are emailed to you in direct-response measurement reports.
