As part of our newest product, Contact Center, we recently released a powerful Call Tagging feature. As avid users of our own products and services, our Marketing and Sales teams were quick to jump on the opportunity to improve their processes and reports with Sales call tags.
Call Tagging has the ability to deliver significant gains for businesses, like:
Improved Call Organization: Tags help categorize and label calls based on various criteria (e.g., inquiry type, department, urgency). This makes it easier to retrieve and review calls later.
Streamlined Workflow: Your employees are busy. Pressing a button on a phone to correctly categorize or bring attention to a call is a simple action that does not interrupt callers or workflows.
Better Data Analysis: Tags allow for easy segmentation of call data, which can be analyzed to identify trends, common issues, team successes, and opportunities for improvement.
Simplified Reporting: Tags make it easier to generate reports on specific types of calls, such as Sales inquiries, support requests, or complaints, providing valuable insights for decision-making.
Efficient Follow-ups: Tags can be used to remind agents of specific actions needed for follow-up, ensuring that nothing falls through the cracks.
Improved Collaboration: Tags allow team members to quickly understand the context of a call, making it easier to collaborate on resolving complex issues or passing information between departments.
Scalability: As your business grows, call tagging can scale with you. This allows for more complex categorization and tracking.
The Challenge: Tracking Team Efforts
As detailed in previous blogs, the VirtualPBX Sales and Marketing teams already take advantage of DID numbers to track active lead sources. But now that the Sales team handles four products (Business Phone, Contact Center, Messaging, and AirDial) it has become more difficult to understand exactly what is gaining traction. Plus, with multiple products, the Sales team could use a simpler process. This process should require less manual action from sales to indicate that they’ve got a hit. An ideal solution would:
- Require the sales team to essentially click a button to report on phone call leads.
- Work with both inbound and outbound calls.
- Provide Marketing an indication of which product was discussed.
- Connect with other pertinent data like sales agent, DID number dialed, lead contact, and date/time.
The Solution: Sales Call Tags by Product
Truly, the timing could not have been better for Sales call tags to enter the chat. The teams ultimately decided to create a tag for each of the products. These tags should indicate a call went from a discussion to a fully-fledged lead opportunity. Since other teams have also adopted call tags, these tags were organized under a top-level Sales category. Next, these Sales call tags were added as menu options into the the phones used by our Sales team members.
Did Our Sales Call Tags Meet our Needs?
Once the tags were in place, it was time to test and verify how these tags appeared in reports and whether the Marketing team had the data they needed to understand lead efforts.
- Both inbound and outbound calls successfully showed the new call tags.
- Existing reports on DID numbers and campaigns were expanded to include the new Sales call tags.
- New reporting options (like Wallboards, pictured) were added to give the team progress updates at a glance.
- Since these tags are a component of Advanced Call Reports, all other pertinent call information is included.
By implementing Sales call tags, our teams have experienced a transformative shift in how we track and analyze our Sales efforts. The ability to categorize calls with a single click has streamlined our workflows. It has also provided our Marketing team with critical insights into which products are gaining traction. By integrating these tags, we’ve enhanced our ability to monitor performance in real-time and make data-driven decisions. As we continue to refine our processes, Sales call tags will remain a crucial element in our strategy.
This is just one example of the many ways Call Tagging can benefit a business. The possibilities are nearly infinite for Sales and Marketing teams as well as customer service, billing, support, and beyond. Ready to take advantage? Get in touch with our team today!
