Appointment Set Next Steps Made Call Back Voicemail Needs To Be Reviewed Price Shopped/Info Gathering Canceled Other Language No Answer/Missed Call Spam (Caller Blocked) 1) Appointment Set - This is when a day and time are scheduled. Sometimes a business partner will just book a window or they’ll schedule the day and say that they’ll call them during the day or while they’re on the road that day to give a more accurate time. All of this counts as an appointment. 2) Next Steps Made - The most common next step would be the business partner provide his or her cell phone number to the customer for an address or pictures of the job. This is very important to know, because once the dialogue goes to a business partner's cell phone, we cannot track it. Another example could be the business partner saying that he’ll reach back out to the caller. It might not be a good time for them to chat on the phone. Did they allude to any next steps? On these calls, I need to know all of the details discussed about the job. Each industry is different, so the conversation will be different, but what exactly did they discuss? It’s my job to find out from the business owner if they or the customer texted oneanother. 3) Call Back - Call Back should be used when a customer who had an appointment set or next steps calls back for more information or they may be confirmed that the business partner is coming to their location at said time. If they call back and cancel the appointment, please refer to the row where the appointment was set, to change the status of the caller. 4) Voicemail - It’s just that. Only mark Voicemail for those voicemails that actually have a detailed message. Sometimes a call goes to vm and the caller says nothing, or the caller is actually a robo call or solicitation. If it is a robo call or solicitation, please block the caller. In the notes section, please jot down all of the details said by the caller. 5) Needs to be reviewed - If you’re confused or think that I should listen to it, please just mark the call as this. Let me know on Skype as well. 6) Price Shopped/Info Gathering - If no next steps were made please mark the calls as this. Sometimes a caller may say “I will get back to you,” “Let me ask my wife, husband, manager or boss,” “I’ll call you in a month,” etc. Most of the time the caller doesn’t call back. The best way to check this is to view the call timeline in Call Rail. You will see the call history for that number. 7) Canceled - This is only applicable to a caller who called back to cancel. I will also mark a caller as canceled if the business partner said that they did. 8) Other Language - Sometimes a caller will speak another language. Espanol is the most commonly used alternative language. Unless you can understand what they’re saying, please mark it as that. I can’t really report these, but I will ask the owner about it. I will also do my best to listen for details or hear if next steps were made. 9) No Answer/Missed Call - Pretty straightforward. Sometimes a voicemail call can be labeled as this. Again, remember that Voicemail is only for true voicemails (which are detailed messages), not sounds or robo calls and solicitations. 10) Spam (Caller Blocked) - Spam calls are robo calls, solicitations or numbers that just call and beep. Always block these numbers! You will find that some of these spam calls leave voicemail messages as well. To block a call, visit the timeline in Call Rail. That is where you can block a call. A) Robo calls are clearly automated voice prompts that dial out to our numbers. They might be claiming to be from the IRS, Google profile verification or anything else. Typically the automated message is already talking as the call is ringing. B) Solicitors. Please block all calls from Yelp, Angie Leads, Yellow Pages or any local organizations or company trying to sell a service. C) Robo Call 2, are calls that are silent, may beep. You will find a pattern that the numbers look the same. That is, they’re coming from the same area code.
