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CallRail: How To Add Automatic Tags & Qualify Leads - CS

How To Add Automatic Tags:

If you’re a visual learner, here’s a Tango walkthrough you can watch to see each step in action: Here

  1. Click on Settings
  2. Find Your Client
  3. Click on Workflow
  4. Click on Automation Rules
  5. Click on See More
  6. Click on Custom Rule or choose a Pre-Made Rule
  7. Click on Select Companies
  8. Choose Your Client
  9. Click on Rule Parameters
  10. Click on Interaction Type and Handling
  11. Click on Add Interaction Type
  12. Click on Calls or Forms
  13. Click on Key Terms and Phrases
  14. Add Your Phrases
  15. Click on Classification
  16. Add Tags
  17. Add a Lead If Wanted
  18. Name Your Rule
  19. Click on Create New Rule

 

 

How to Qualify Calls:

SLIDES: https://docs.google.com/presentation/d/1Nbl4B2tmCVp6XhKUJ6kJowh2nZ_bvgHf6rqFGDZa9SE/edit?usp=sharing

  1. Log into CallRail here: https://app.callrail.com/authenticate/
  2. On the left hand side of the screen and select the company you wish to work with to open their dashboard.
  3. Click "Activity" on the top of the screen to start reviewing calls.
  4. Select your time frame. Calls during the time frame will appear below.
  5. To listen to calls
    -Option 1: Click the blue "Timeline" arrow to the right of any call to listen to the recording and view additional details.
    -Option 2: Click "View Results one at a time" to easily move from call to call.
  6. Once you listen to the recording or read the transcript, you can hit the "thumbs up" or "thumbs down" to qualify or disqualify the call AND tag the lead depending on the specific situation.

Universal Tags (The really important ones):
Opportunity: A call that resulted in new or existing business opportunity.
Missed Opportunity: There was a potential opportunity for a sale but it fell through.
Service Not Offered: The business does not offer the service.
Outside Service Area: The caller is outside of the service area.
Wrong Number/Business: The caller called the wrong business.
Solicitian: Someone is calling to sell the business something.
Spam: Spam or automated call. (We’ll talk more about handling these calls)
Existing Customer: The caller is an existing customer
Abandoned: The caller hung up before the call was answered or didn't leave a VM

Other Helpful Tags:
After Hours Call: The call came in after normal business hours
Missed Call: A call that goes unanswered but is not abandoned.
Voicemail Left: The caller left a voicemail


Takeaways:
Tagging is VERY important in understanding the type of call.
A call can and sometimes have multiple tags. For example: "Voicemail Left" + "Existing Customer" + "Opportunity"
Universal tags are across all of our accounts. If you have an idea for a commonly used tag, let us know.
You can create tags that are specific to just the business too. For example create a "Residential" or "Commercial" tag if your client might want to see the difference between those two types of opportunities.

Other tips:
Qualifying Tips & Tricks:
Try to listen to calls from oldest to newest. It’s helpful for getting the flow of repeat callers.
Use multiple tags when appropriate
Be intentional about your lead qualifications and tags.
Remember an existing customer is still a qualified lead.
Be proactive in marking spam calls.