What you can learn in this article:             

1. Incoming calls


2. Manage incoming and outgoing missed calls

3. Manage incoming and outgoing successful calls


4. Managing follow-ups




Incoming calls

 

Incoming calls could be either from existing customers or new customers who are trying to make an inquiry through a virtual number.


  • Existing customers - Incoming call from an existing customer would be a normal call with the customer's number being displayed. All these calls are logged by the Sales App.
  • New customers - Incoming call from a new customer would be a call coming from a virtual number system where the customer is dialing in to make an inquiry about the project. This call will also be logged by the Sales app. 


Note: All call logs are visible on the lead details screen on the Sales app.




Managing incoming and outgoing missed calls


Missed Incoming Calls

If a sales agent misses an incoming call from any of his/her customer, the missed call will be notified by the mobile device. But, within the Sales App, a message is displayed under notifications.

 

 
Missed Outgoing calls 

When a sales agent calls a customer but the customer does not answer or if he/she answers, the call duration is less than 5secs, this call is considered as an unsuccessful call. As soon as the call disconnects, the sales app user will see an after call modal on his/her screen. This modal informs them about the auto-follow up scheduled for 20 minutes later and gives them few other options.

 


  • Call Again: Call the lead back immediately.
  • Choose another time: Manually select a time at which you want to schedule a call with the lead.
  • Got it Thanks: Schedule a call for twenty minutes from then (the time indicated in the message on top of the pop-up).
  • Marked as Failed: This option will mark the lead failed and the lead will move to the Failed bucket in the app.
  • Lead Details: You'll see the lead details card & the default FollowUp event will be scheduled from the time indicated in the message on top of the pop-up.


            Note - The app screen would not disappear until one of these actions is performed. 




Managing incoming and outgoing successful calls



When a call with a lead was successful i.e. the call duration is more than 5 secs, in both cases of outgoing and incoming calls, an after call modal appears after the call gets disconnected. This after call modal is displayed for sales app users to take the next action after ending the call with the customer.



F2F: Schedule a face to face with the lead. This will move the lead to the 'Interested' bucket, and the event will show on the in-app calendar.

SV: Schedule a site visit with the lead. This will move the lead to the 'Interested' bucket, and the event will show on the in-app calendar.

Schedule a follow up: Schedule a reminder to call the customer and follow up with the last conversation. Select Custom to schedule for a specific date and time.

Call again: Call the lead back immediately.

Confirm FU: This option would activate after you schedule a follow-up from the available options or Custom.


Note - The app screen would not disappear until one of these actions is performed. 





Managing follow ups


Follow-ups are events which can be scheduled to remind us to call a customer. Besides, giving us a reminder, follow-ups also help us in keeping track of our conversation with the customer and plans to connect with the customer in any future time. Besides the options already discussed above, there are other possible ways to schedule the follow up events with leads.


Schedule follow up events with leads - 



Once a follow up is scheduled, the following actions can be done on a follow up:


  1. Mark done - a follow up can only be marked as done by calling the customer on the day when the follow-up is scheduled. If a call to customer is not made on the same day as scheduled follow up, the follow up is marked as missed on the next day.
  2. Reschedule - a follow up can be rescheduled at any time on or before the day of schedule. As the next day the follow up will be marked as missed.
  3. Cancel - a follow up can be cancelled at any time on or before the day of schedule. As the next day the follow up will be marked as missed. On cancellation, follow up is marked as cancelled



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