Tracking Inbound & Outbound Phone Calls

Tracking Inbound & Outbound Phone Calls

WHY SHOULD I CARE?


1. It allows you to identify what type of phone calls are most common for front desk.  You might identify that 30% of all phone calls are pet owners checking to see how their pet is doing and that you could eliminate those calls by proactively selling those clients a daily report card update with photos. 


2. It allows you to manage staff to understand what they are spending time on.  How many phone calls happened today?  What type of phone calls


3. It increases the quality of customer service you can provide.


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USE THIS FEATURE to enhance the client experience and increase the quality of care that you can provide.


Calls can be scheduled as a follow-up for a prospective pet parent who called to get pricing or other information. 

1. Click the Add Client button on the Company Portal or through Customer Management


2. After you have added the pet and owner information you have the option to enter Lead Information & Call Results.  This is designed to help you create call lists for staff and tag customers with specific marketing groups. 


a. Services Interested in:  This is meant to record the reason they were prompted to reach out.  They may want to use multiple services as a customer however this is focused really on what enticed them to take the first step.  This data can be used to help target the CTA (Call To Action) that works best for future marketing campaigns.


b. Customer Type: This is meant for you to track where a prospect might be within your customer journey. I recommend you use the following items (Pricing Inquiry, New Customer Form Completed, Tour Visit, Meet & Greet Completed: Passed, Meet & Greet Completed: Failed, Scheduled 1st Appointment, 1 Day a Week Daycare, 2 Days a Week Daycare, 3 Days a Week Daycare, Seasonal Boarding client, All Services Customer, Spa Services Only, Boarding Only, etc)


c. Status:  This is so that you can either log a call that was completed or schedule a follow-up call.  You will log a call that is completed by setting the status to Closed.  Open status typically means this is your first contact with a customer. Ongoing typically means that there are multiple things that need to be completed and that you are waiting on follow-up from the customer or internal employee. Pending is waiting on a follow up from the customer. 


d. Call Result: These call results are meant to be topics of phone calls.  This isn't providing explicit details, but allows a business owner to look and see how many calls came in by category (ie: pricing calls, checking on pet, ran out of food, behavioral concern, injury or incident, appointment reminder call, etc...).


e. Description: The description of the call should enable any staff member to see this call on the list and easily be able to establish the rapport from the previous call.  What does this customer need, where are they going, do you know anything about dates, any other personal information you gathered.  This should allow any staff member to have a conversation with this pet owner and immediately re-establish the rapport.


f. Marketing Groups: This section is anticipation for an update we have coming for Email Marketing.  This section will allow you to send an email to all customers who are tagged with any specific marketing group.  Do you want to have several days per month dedicated to celebrating specific breeds (Frenchie Playday, Doodle Playday, Lab Playday, etc)?  Do you want to send an email to all clients who have never used Spa Services offing them a special deal to try your Spa Services? 


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SET-UP FOR CALL RESULTS & STATUS


1. Go to Administration | Client Preferences (bottom of the page) | Customer tab


Customer Types should be for both prospective customers and current customers.  This is based upon the customer journey and how you think about your customers.



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2. Go to Administration | Client Preferences (bottom of the page) | Call Result tab

This section will be focused on both sales focused calls and operational focused calls.  You may want to have each call have multiple results to signify if it was a positive or negative resolution, did you leave a message or talk live with the customers, did you send a text or an email. In this section the description is not necessary.



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