1. Call Tracking

2. Agenda Overview of Call Tracking Benefits of Call Tracking
Accessing Call Tracking Dashboards
Enabling Call Recording
Requesting Additional Call Tracking Numbers

3. Call Tracking Overview
Consumer calls
ABC Heating & Cooling
Dealer’s Phone Number
Call forwards behind the scenes to the dealers actual number.
Phone numbers are the Dealer Locator are Call Tracking Numbers
ABC Heating & Cooling
Consumer goes to Carrier.com
The number listed on the locator is not the dealer’s actual number. This is a call tracking number.
The consumer calls the number on the locator and the call forwards behind the scenes to the dealer’s actual phone number.
This call tracking number allows us to track details about the call.
All Dealers on the locator automatically receive a call tracking number.

4. Call Tracking Benefits
Captures call metrics
Call date & time
Caller number
Call result (Conversation, Hang Up, Voic )
Call duration
Campaign Effectiveness
Track call activity from Dealer Locator
Track call activity based on other campaigns*
Enables call recording
Identify Training Opportunities
Dealer Principle must opt-in
Call Tracking Allows us to capture call metrics:
- Call date & time – when the call occurred. This could help with understanding call volume fluctuations to help staff phones, etc.
- Caller number – Indicate who is calling
- Call disposition
Connected – the caller was able to have a conversation with someone or leave a voic
Abandoned – the caller hung up before 2 rings
Busy – the phone was busy so the caller did not get through
No answer – No one answered the call
- Call duration - how long the call lasted
Campaign Effectiveness
- Allows us to track the calls specifically coming from campaigns. Helps with the effectiveness of call tracking campaigns.
- Dealers can request call tracking numbers through their HVAC partners admin (a slide on this later)
Call Recording
- Call recording can be used as a valuable training opportunity for customer service agents
*must request call tracking number
to use in campaign

5. Call Tracking Dashboard
Call Tracking Dashboard accessed through HVACpartners
Marketing Tools
Programs & Promotions
Call Tracking

6. Call Tracking Dashboard
The Call Tracking Dashboard provides insights to help dealers manage their calls and business
When you log into HVACpartners & Click on the call tracking dashboard, the first screen will provide summary information on call statistics. The next few slides will walk through each of these tiles and what dealers should be looking for.

7. Call Tracking Dashboard
Call Disposition:
Connected
Busy
No Answer
Goal: 100% connected calls

8. Call Tracking Dashboard
Call Value:
Captured Opportunity
Missed Opportunity
Goal: Maximum Captured Value
Assume a value of $300 per call.
- Rationale: Some calls will lead to no sales

9. Call Tracking Dashboard
Call Trends:
Call Value by Month
Call Duration
Hour of Day
Day of Week
Goal: Better business readiness & planning 1 2 3 4 1 2 3 4

10. Call Tracking Dashboard
Campaign report provides summary campaign information
One row per campaign
Ability to filter and export data to excel
Where calls are forwarded to
*matches dealer number in HVP profile
Whether Call Recording has been enabled
Campaign Status
* No campaign is ended without distributor indicating
Name Assigned to Campaign
Brand of Campaign
Type of Campaign
Number of Calls for the Campaign
Distributor
HVACPartners ID
Dealer Name

11. Campaign Dashboard Filtering of Campaign Dashboard
Click Show Search Filters
Ability to filter by any
of the fields
To update results,
click Search

12. Call Tracking Dashboard
Calls report provides call specific details
One row per call providing call metrics
Ability to filter and export data to excel
Duration of Call
Number that called
Dealer Name
When Call Occurred
Where calls are forwarded to
*matches dealer number in HVP profile
Number Callers Use
Whether call was Connected, Busy, No Answer, Abandoned
If Call Recording is enabled, the recording will show up here.
Click Recording to Play
Campaign the call is from
HVACPartners ID

13. Enabling Call Recording
Owner/Principle sees Call Recording Option
As mentioned previously call recording can provide additional call metrics
Waiver is presented to dealer principle
Principle needs to Check “Accept” and click Submit

14. Additional Call Tracking Numbers
Contact HVACP administrator
HVACP administrator sends request to factory
Number is added, activated, and HVACP admin is notified
HVACP admin notifies dealer
Number is active and the beneficial insights start coming!
Any dealer can request additional call tracking numbers to use in their own marketing campaigns:
Dealer Website
Mailers
Ads
Social Media
The HVAC partners admin from distribution would send the requests to Becca Lewis