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You are here: Home / Archives for call recording

Have You Checked Out the Client Portal Lately?

Last Updated: February 15, 2024

If you haven’t been utilizing the Prospect Genius Client Portal, now’s a great time to start!
Why? Because we just rolled out a whole new look for the Portal! We gave it a top-to-bottom makeover and couldn’t be more pleased with the final product. Boasting a sleek design, a user-friendly layout, and some brand-new features to boot, the Portal is better than ever!
If you haven’t yet, check it out now at https://portal.prospectgenius.com/portal/.
In honor of our new and improved Portal, let’s review some of its most useful features and how you can utilize them to your advantage.

What’s Always Been There

While the overhaul of the Portal is completely fresh, we retained all of the features you’ve grown to love. If you leverage these DIY, hands-on features as often as possible, you’ll enjoy a much greater ROI.
As always, with the Client Portal, you can:

  • Check your campaign on the go. Don’t wait until you’re back at home or the office: The mobile version is super easy to use!
  • Change your call routing to a different number. This only works for basic routing setups. (If you have custom routing, call Customer Service.)
  • View all of your reports, including call logs, e-mail logs, and traffic summaries. PPC reports are also available here!
  • Upload photos, which can be added to your photo gallery or submitted with a note stating which page you’d like them to be on.
  • Add blog posts. This will keep your site content fresh (which is valuable for SEO) and add a personal touch for your customers to enjoy.

These features are the cornerstone of the Portal, and they have the potential to transform the way you actively participate in your campaign. Do yourself and your business a favor by taking advantage of them!

What’s Brand New

With the launch of the new Portal come a few new functions, as well. These were designed to supplement existing features and ultimately help you get even more out of your campaign.
Now, you can:

  • View PPC calls separately from your organic calls, enabling you to more accurately track the performance of each campaign.
  • Identify the nature of each call on your call log. This way, you can look back and immediately see which calls came from new customers, which calls led to booked jobs, and which calls were irrelevant or from solicitors. This helps you organize your leads more effectively.
  • Listen to calls on the go with our new audio player. It still works on desktop computers, but now our audio player offers improved functionality for mobile devices.

We implemented these improvements as part of our commitment to make it easy and convenient to participate in your own campaign as much as possible.

Do Your Part With the Portal

Remember: A successful online advertising campaign requires both of us to do our parts. We’ll take care of promoting your business’s contact information far and wide, but there’s plenty that you can do from the Portal to supplement those efforts. With your help, we’ll take your campaign to the next level.
So visit the Portal today and get started!

Ring, Ring… Part II

Last Updated: February 15, 2024

In our last post, we announced three new features available through our client portal:

  • Calls by Day of Week
  • Calls by Hour of Day
  • Call Length by Hour

These reports provide our clients with valuable information regarding their busiest days in terms of phone traffic, helping them to make informed business decisions to promote the success of their companies. To make all this a little bit less abstract, we’ve created a case study to show you just how valuable this call information can be!

Case Study

So we’re going to take a look at real data from all three reports for one of our actual clients. Let’s call them Flooring Company X.
To start, let’s take a peek at their calls by day of the week:

By looking at this graph, you can clearly see that Flooring Company X receives the majority of their phone calls Tuesday through Friday. They get the greatest number of calls on Thursday, with Friday being a close second.
Now let’s see what time of day the phone is ringing:

You can see that calls start coming in about 9 a.m. and don’t really die off until after 3 p.m. These are prime working hours when the company is most likely on the jobsite and unable to take calls.
Finally, let’s take a look at the number of calls that are being answered versus how many are going to voice mail. The Call Length by Hour report can do a pretty good job of illustrating that info.

This data illustrates that Flooring Company X is only answering their phone at 4 p.m. and catching a couple of calls during the lunch hour. Going back to the second graph, you can see that the bulk of their phone calls are actually coming in between 9 a.m. and noon. However, since this last graph indicates that their call lengths hover under two minutes in those morning hours, you can see that they’re, in fact, missing the majority of their calls.
Unfortunately, chances are that all of those callers who are being sent to voice mail are not leaving a message. Instead, they’re likely to hang up and call a competitor instead. So, it’s important to make sure you prevent that from happening to capture more leads and help your business succeed.

What You Can Do About It

Using the information from these call reports, we’ve developed a couple of recommendations for Flooring Company X that could help their business get ahead. For starters, we’d suggest hiring a part-time receptionist. This receptionist could work Wednesday through Friday, from 9 a.m. to 2 p.m., thus covering the company’s busiest call days during their peak calling hours. Having a receptionist on hand to handle the calls means the rest of the crew would be able to concentrate on their work at the job site without having to worry about who’s answering the phone.
However, realistically, we understand that it’s just not feasible for every business to bring in a receptionist. If that’s not a good option for you, setting designated office days and appointment/job site days might be a good alternative. Look at the days with the highest concentration of calls, which for Flooring Company X is Thursday and Friday. Leave those days open to be in the office to answer the phone. Then, since Saturday through Tuesday tend to have lower numbers of incoming calls, it makes the most sense to schedule appointments to do installs and service on those days.
Whatever solution you choose to help you catch more of your calls—one of our recommendations or a solution you devise on your own—your business will benefit. Every call that goes unanswered is a potential job lost, and each potential job that’s lost is a potential paycheck down the drain, too!

One Size Does NOT Fit All

Of course, each and every business is different. Perhaps your company receives the most incoming calls first thing on Monday. Maybe Wednesday afternoon is your busiest call time. Once you’ve checked out your reports in the client portal, you’ll know your business’s specific call patterns and you can create a plan to best accommodate your potential customers. From hiring a receptionist to scheduling strategic office hours to transferring calls to different employees throughout the week or even the day, you can use your company’s incoming call data to boost your business’s success.
Still not sure how to use these reports in the client portal or how to leverage your call data to your company’s best advantage? Just contact us today and we’ll walk you through it!

Ring, Ring… Part I

Last Updated: February 15, 2024

At Prospect Genius, we’ve created a handful of tools that allow us to analyze the performance of our clients’ lead generation campaigns. One of the primary tracking tools used to indicate a campaign’s efficacy is the call report, which provides us with statistics about when and how the customers of our clients are searching for their business. These statistics are broken down by day of the week, hour of the day, and length of the call.
We recommend that every business owner take a few minutes to compile data about each day’s incoming customer calls. Here’s why.

Some Days Mean More Calls

After taking a peek at our Calls by Day of Week tracker, we found that many businesses received a major increase in incoming calls on one particular day of the week.
Since many businesses receive the most telephone traffic on a specific day of the week, this means it’s extra important to be available to take calls on that particular day!
For example, across the paving industry, Monday had the highest volume of calls, at nearly 30%.

However, for the roofing industry, Tuesday had the greatest number of calls, with 27% coming in on that day.

With Saturday and Sunday being the two slowest days for call traffic in both industries, people seem to be waiting for the beginning of the work week to call and schedule their service needs (likely to avoid emergency/weekend service fees). If you miss calls on Monday or Tuesday, you could be missing out on a ton of appointments! Potential customers aren’t likely to leave a voice mail or to call back—when you don’t pick up your phone, they are probably calling your competitor next!
Your particular business might be experiencing different results from the roofing or paving industries, so it’s important to keep track of your incoming calls to understand what your specific call patterns look like.

Strategically Managing Call Volume

Are you too busy to answer the phone? Hire a receptionist! You could bring someone in part time to answer the phones and schedule appointments on your busiest days.
Every business is different, so you should be keeping track of the day and time of all of your customer calls. These metrics can help you determine not only which days, but also what time of day you’re receiving the most incoming calls, so you can plan accordingly to maximize your company’s success!
Be sure to stay tuned for more details on how you can apply this data to help your business get ahead. Our next blog post will be Part II of this discussion. We’ll take a look at a case study to help you understand how to make business decisions using information like which days and times you receive the most calls.
As always, if you have questions, please contact us. We’ll be happy to talk to you about your call data and what it can mean for your business!

He Said, She Said: Reputation Management and Your Business

Last Updated: February 15, 2024

The simple truth is that businesses live and die by their reputations. In years past, word of mouth was the primary vehicle for circulating a company’s reputation, good or bad. But with technology today, you have practically a zillion more ways to get the word out about your business. While the Internet makes it easier for you to spread the word about your business, it also has a downside: unhappy customers can put negative information about your company all over the web. As you can imagine, this can have a severe impact on your reputation. That’s why it’s so important to manage what info about your business shows up in the search engines!

Fight Back Against Reputation Killers Online

To find out what’s out there about your business, you’ve got to think like a consumer: Start by searching for your company name in search engines like Google, Yahoo!, or Bing and see what comes up. If you see hits from RipOffReport.com or customer complaint forums, your reputation may already be in some hot water!
However, it’s not the end of the world. A reactive campaign can help you recover your good reputation online. The first step is to correct any inaccurate information about your company that might be floating around online. Reports on Google Reviews or RipOffReport might be inaccurate or incomplete, and these outlets enable you to address those issues. The second step is to promote positive information about your company online. By launching new and positive info in media like articles, press releases, and more, you can share what your company is really about with the online community. And by putting all that new, positive information out there, you can push the negative media farther down in the search results. The ultimate result will be no more nasty comments from unhappy customers showing up on page one of the Google results.

Be Proactive

Even if nothing bad about your business comes up when you search, you may want to start a proactive reputation management campaign. Focusing on getting the word out about the positive aspects of your company, a proactive campaign can promote your business in a positive way—before any negative stuff gets a chance to circulate. When people search for your company online, all they’ll see is fabulous reviews, stellar articles, etc.

Reputation Management Services

If your company finds itself in need of either a reactive or proactive campaign, Prospect Genius is available to help. We offer both services for our customers as well as an ongoing monitoring option that keeps tabs on your online reputation and lets you know if any negativity about your company does crop up.

The Inside Scoop

Keeping track of what’s going on inside your business is just as important as monitoring your online information when it comes to managing your reputation. Whether you’d like to monitor who is authorizing coupons or ensure that the office staff is answering the phone in the prescribed way, call recording can help monitor your staff’s interactions with customers. By recording and listening to all the calls that come into your office, you can make certain your clients are getting only the best possible customer service. Even easier, why not get those call recordings transferred into a text version for fast, simple review.
Prospect Genius has partnered up with the telecommunications company Bluestone for various projects in the past, and their newest product offering will be to convert audio recordings into text.  Initially developed for car dealerships to monitor their sales representatives, Bluestone’s product enables you to record phone conversations and then convert the recordings into text for your convenience. This innovative product will even highlight the keywords business owners are looking for, which can enable you to easily track the types of deals your sales reps are closing and the various promises that are made.
This call recording-to-text feature will be available from Bluestone in the second quarter of 2011. A valuable option for your business if you have staff that answers the phone and communicates with customers, this is a simple, straightforward way to control how your customers are treated. For additional information, contact Bluestone at 518-690-0391 or by e-mail at jeffrobinson@bluestonetel.com. There’s also more information available on their website, http://bluestonetel.com.

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Our passion is helping small businesses thrive. It’s why we get out of bed every day. Too many business owners are cheated and lied to every day so we see it as our duty to be a beacon of truth, a safe harbor, in an often unscrupulous industry.

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