Dictionary

Call Tracking

Call tracking is a process (often accomplished with software) through which information is collected about the calls that come into a?Help Desk?or?Service Desk?system. It can include telephone number identification, geographical origin, time distribution of incoming calls and call recording. The information tracked is used to create summaries and reports related to: the frequency of calls from specific regions, details of multiple instance callers, and the effectiveness of advertising campaigns.

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