Virtual PBX allows you to mark each call after the end of the conversation. You can assign different categories to it, depending on what you communicated with the client about. For example:
- a new client or an existing one called, or was it spam at all;
- what product the buyer wanted to buy or what service he was interested in;
- called the sales department or technical support, etc.
Categories can be set to any – depending on your needs. They can also be assigned a value. Calls can be tagged in several ways.
We also set up two auto-responders for non-working hours. This is necessary because the client has both offline stores and an online store whose schedules differ. The first answering machine says that the call center is not working at the moment, but you can contact the “live” store. The second informs that all branches have non-working hours – and such calls are then necessarily processed by managers.
Manually After the conversation
The manager enters the call log, finds the desired appeal and assigns a category and value to it. You can also do this in the call card.
In semi-automatic mode. When the customer hangs up, an audio message is played to the manager. It prompts you to select the desired category of the call by dialing the appropriate number.
One of the clients that actively uses this functionality Latvia Email List is an insurance company. Its founder said in a case study that the specifics of their business does not automatically assess whether a potential client has called. This is usually understandable due to the essence of the target call – a fairly long conversation with the client.
But for the client everything is not so simple
So the company uses call tagging. After the call ends, the manager chooses which category the call belongs to. So it becomes clear whether the message came from a new client or whether existing or non-target ones are calling.
In the list of important features, there is another function that relates to the voice menu. And this is not surprising, because it is the face of the company. The first thing a client hears when calling you is a greeting, and the last thing, if he didn’t get through, is an answering machine.
Therefore, they can and should be made as informative and memorable as possible. This is exactly what our client, a chain of stores selling automotive products, did. The company wanted to emphasize its theme in the audio greeting, so during it the song “Hold on to the wheel, hold on to the driver” plays.
