The 8 most asked questions people have about call tracking, and their answers

4 Nov 2019 in

At Infinity, we live and breathe call tracking. There isn’t a tick on a tracking pool mouse that we don’t know about. However, we know this isn’t the case for everyone.

Since its inception in 2016, our contact form has been inundated with questions surrounding call tracking solutions, and how they can benefit businesses. When we implemented our live chat window, over on the right, earlier this year, the number of people wanting to know more only increased.

As part of being the leading call tracking intelligence platform, we aim to ensure we provide the very best in everything we do. There is no such thing as a stupid question, so we’ve analyzed all of the questions submitted and answered the most frequent ones.

The eight most asked questions about call tracking

  1. Call Tracking
  2. Location
  3. Pricing
  4. Sizing
  5. Phone Numbers
  6. Technology
  7. Compliancy
  8. Switching

Below we explore each question, and provide the quick-fire answers you'll need.

Call tracking

What do you actually do?

Call tracking is the process of linking 'offline' phone calls to 'online' visitors. Phone numbers used in marketing channels are tracked to understand and track the customer journey from beginning to end. It can even be implemented into offline channels too.


Which countries can you operate from?

We operate from over 75 countries. Perfect for a company with a global presence.

Rather than list them all here, it’s best to contact us to find out which ones we cover.

Are you planning on growing your tracking locations?

Yes! We’re a rapidly expanding business who is constantly seeking new opportunities to expand our reach.


Do you have a pricing list I can see?

Sure. Take a look here.

What’s your pricing difference compared to other competitors?

We allow a flexible usage model, you simply pay for what you consume. We offer volume-based discounts based on usage too.

Unlike other providers, we don’t round up our charges. We only charge for what you use. If a call lasts 63 seconds, you’ll be charged for 63 seconds. Not two minutes.


Do you quote for small-to-medium businesses?

Yes. We have the first-hand experience of what it was like to be a small company, so we understand the challenges you may need to overcome. You can pick a package that’s right for the size you’re currently at.

Do you quote for enterprise businesses?

Yes. Many of our biggest clients are household names. Although these packages tend to need a lot more tailoring to the client’s specific needs, we’re experts in wrapping up a large package.

Some of our enterprise clients case studies can be found here.


What’s a dynamic number?

Think of a dynamic number as a number that’s unique to the visitor for the duration of their online session.

One visitor will see one phone number. Another visitor will see another. This enables you to track each visitor individually, rather than on a mass scale.

What’s a fixed number?

A fixed number is just that. It’s fixed. It doesn’t change. Fixed numbers can be used for offline formats, such as billboards, signage, or even print advertisements in publications. This gives you complete visibility on how your offline campaigns are performing.

Which one should I be using?

Whilst we advocate the mixed-use of dynamic and fixed numbers to get as much visibility as possible, it’s whatever works for you. Some clients prefer dynamic numbers, and some prefer fixed. A conversation with us can help you pick the right type for your business.


Do you allow call tracking through Google Analytics?

Yes. This is one of our primary integrations.

Are you compatible through Search Ads 360 search?

Yes. Since it was named “DoubleClick Search”, Infinity has worked seamlessly with this platform to deliver the insights that matter to you.

How many integrations do you have?

We have over 40 integrations and are adding more all the time, including both client requests and our own strategic choices. Click here to see a handful of what we offer.

Can I trackback to Google Adwords the campaigns/keywords/ads that made someone call?

Yes. This is one of our most used features.


Does your platform still work in certain areas that are affected by the EU’s GDPR?

Yes. We have GDPR proofed our platform in the following ways:

1. Full capability to anonymise personal identifiable information.
2. Improved functionality to allow clients to ensure only adequate, relevant, and limited data is processed and available.
3. Complete flexibility to review who has access to Infinity data that’s within their organisation.

If you would like to learn more on our GDPR approach, you can click this link to read more.


Is it easy to switch from another call tracking provider?

We’ll make it easy.

Yes, there may be some work to transfer your account to us depending on your setup. But our solutions team have lots of experience of smoothly moving a wide range of clients over to Infinity from most call tracking providers.

What’s the process involved with switching? Is it going to be painful?

We have a team devoted to ensuring the process is pain-free and our solutions team works with you beforehand to build a clear plan. If you do have any questions, our 24/7 dedicated support team are on hand to keep you on track.

Our number one priority is to make sure your new platform is ready to give you full visibility on the metrics that matter to you.

What we can’t do

Can you track my girlfriend’s phone?


I left my phone on the back of a bus, can you track it for me?

Again, no.

Where is my husband?

We don’t know. Ask him. Or a divorce lawyer.

Questions, comments?

Although we’ve grouped the most asked questions into general themes, there will always be more. We don't want to turn this blog post into a Harry Potter 7-Part series novel, so we’re always on hand to answer any questions you may have if you’re considering the worthwhile investment of call tracking.

Obviously, we’re available by phone. But, you can also reach us via email, or the live chat button to the right of your screen.

Naim Faraq

Naim Faraq

Sales Development Representative
As a long-standing member of the SDR team, Naim finds his role much less stressful compared to his other responsibilities of being an insta-husband for his influencer wife, Jahanara.

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