CallRail’s reports let you quickly see how your marketing campaigns have performed over time. But knowing how many calls you miss compared to your competition can help you level up the necessary efforts.
CallRail’s market insights let you see how your business's call performance compares to similar businesses, so you can spot where you're doing well and where there's room to improve. It automatically compares your account with a peer group of businesses in your industry and with a similar call volume.
In addition to showing you numbers, CallRail can also recommend ways to improve your performance, such as adding after-hours call routing or adopting new features like Voice Assist.
You can trust the numbers you see: comparisons are built from real call data, your results stay private and anonymous, and they are never sold or used to train AI models.
Eligibility
- If your account has multiple companies, you must select one to view the data. Also, multi-company accounts do not see a data preview on their homepage.
- If an industry is not already selected, you must select one from the dropdown to view the data.
- Your account must have existed for the entirety of the previous month to be included
- Your account needs at least 10 inbound calls in a month to be included in a comparison for that month.
- Your peer group must include at least 75 similar businesses. If there aren't enough similar businesses to compare against, the comparison is hidden rather than shown with too few data points.
- The effects of industry selection will be confined to this page will not affect anything outside of the page or alter your account’s settings.
- To opt out of this feature, please contact our support team.
Viewing Your Market Insights
There's nothing to set up. Market Insights appears automatically for qualifying accounts.
- From your CallRail reports page, look for the Market Insights button on the left.
- In the full report, review all available metrics. Each shows your result alongside the typical range for similar businesses, along with a plain-language explanation.
- Where available, click the linked next step under a metric (for example, Review your call flows or Try Voice Assist) to take action on that result.
Trusting your CallRail benchmark metrics
- Data is built from your own call records, not surveys or self-reported data.
- Data is always anonymous and aggregated: a comparison only runs when there are at least 75 similar businesses, so no single business (yours or anyone else's) can ever be identified.
- We show our work: every comparison states exactly how many businesses you're being measured against, and that line can't be hidden or collapsed.
- We don't force a comparison: if the data isn't strong enough for a confident result (too few similar businesses, a data quality issue), we show nothing for that metric rather than a misleading one.
- Your results are never sold and never used to train AI models.
- You’re always in control: you can opt out at any time, and the change takes effect within 45 days.
Metrics
As we evolve market insights, more data points will be added. At this time, the following insights are available.
Answer rate
The share of calls a human answered. This metric excludes any calls that went to your voicemail or were answered by CallRail Voice Assist.
First-time caller rate
The number of callers using a particular tracking number for the first time.
Average call duration
The typical length of a customer phone call.
Opting out of market insights
While CallRail does ensure your data and insights cannot be linked to your specific company, we do provide the ability for your company to “opt out” of this feature. By doing so, your company data will be removed from any insights created, starting with the month after opt-out (for example, if you opt out in June, you will not be included in July).
In order to opt out, please send a support request to CallRail using this link. Once submitted, our team will address your request and triage it in accordance with our ticket prioritization.
Once your request has been completed, your data will be excluded from future benchmarks, and the feature will be removed from your account and no longer visible.
Frequently Asked Questions
Why don't I see a Market Insights card on my homepage?
At launch, accounts with multiple companies won’t see the card on their homepage. Also, you may not see a card if your account doesn't have an industry set, if your account had fewer than 10 calls last month, or if there aren't at least 75 similar businesses to compare against yet. A card also won't appear if none of your metrics need attention.
How current is the data?
Market Insights compares full calendar months, not a rolling date range. It is not real-time or daily data.
How is my account’s industry determined?
Your industry was taken from your original account setup.
Can I change my industry?
Yes, if no industry is selected, you will need to choose one from the dropdown to view the data.
The effects of industry selection will be confined to this page and will not affect anything outside of the page or alter your account’s settings.
Is my data shared with other businesses?
No. Comparisons are anonymous and aggregated across at least 75 similar businesses. Your individual numbers and custom call-tracking source names are never shown to anyone else.
How do I opt out?
To opt out of vertical benchmarking and remove the report from your account, please contact our support team. Once the support ticket is complete, your data will be excluded from future benchmarks, and the report will be removed from your account.
I am on a CallRail HIPAA account. Can I see Market Insight data, and is my company data being used in any way?
No. At this time, HIPAA accounts are excluded, but we are exploring a compliant, safe way to add them in the future.
I have a suggestion for a new metric.
Great! Please enter your feedback in the open-ended feedback mechanism at the bottom of the Market insights page.