Nobody types up a call at five o'clock.
Every call is meant to be written down: who it was, what was said, and what happens next. In practice it gets done at the end of the day, for eleven calls at once, from memory, badly.
For anyone who has ever asked a rep to please update the notes.
Four things that cost you, and what happens instead.
Every answer has a page of its own with the thing running on it. Follow any of them if you would rather see it than read about it.
Notes get written at five
Nobody writes a note straight after a call, because the next one is already ringing. So it all happens at the end of the day in one go. The first three are detailed and the last eight say called, no answer.
It is written while it happens
The time, which way the call went, the number, how long it ran and the recording are all on the record before the call has finished. Nothing is typed and nothing has to be remembered. The end of the day is just the end of the day.
See touchpointsHalf the calls never get logged
The one taken on a mobile in the car park. The one the customer made to a direct line. The quick one that only took a minute. None of them appear anywhere, so the record says you have not spoken to this person since March, which is simply not true.
One phone, wherever they are
A rep has one number, and it rings in the browser, in the app on their phone, and on the desk phone. A call on any of the three lands on the record the same way, and so do the texts, so what you are reading is the whole history rather than the part that happened at a desk.
See extensions & webphoneThe note does not say what happened
Spoke to him tells you nothing three weeks later. Was he interested. Did we promise to ring back Tuesday. Nobody can tell, so somebody rings and asks him again, which is the worst possible way to find out.
A few sentences, written by the call
Both sides of a call are recorded separately, so the written version knows who said what rather than guessing at it. Switch that on and the record also carries a short account of why the call happened and what was agreed, which means nobody has to open the audio to find out.
See call summariesThe follow-up lives in somebody's head
The rep says on the call that they will ring back Thursday. It goes in a notebook or nowhere. Thursday passes. The customer decides you were not that interested and buys from whoever did ring.
Ending the call books the next one
The rep picks how it went from a short list, and that choice does the paperwork: books the callback, puts the task on whoever owns the record, marks the number do-not-call, moves the lead on. Picking the ending is the whole of the admin, and the call will not close without one.
See dispositions & wrap-upWhat you would actually use.
6 of the platformPeople who read this usually read one of these.
By what you want to do
See what one call leaves behind.
Make a call on our system and then look at what it wrote: the time, the recording, who said what, the ending the rep picked and the task that came out of it. Nothing gets typed in front of you, which is rather the point.
14-day trial · no card · migration included