Receptionist/Agent Phone Call Monitoring Process
Spreadsheet to track calls:
https://docs.google.com/spreadsheets/d/1tO72j5MZiDjoPxWw46gOW15zr4wST95dF_tvukr8cCk/edit#gid=0
CallRail:
Once a week, you should listen in on the calls for that week, then the first Wednesday of each month the report should be emailed out to Desmond at
desmond@bramlettresidential.com and CC everyone on the management team at
mgmt@bramres.com. Here is an example of a report.
Subject: Receptionist/Agent Phone Call Monitoring Hi, Please see the report below for the previous month. 97 Calls from Feb 7, 2024 - Mar 6, 2024 5 Problemed Calls 5% of calls for the month of February had an issue Spreadsheet with notes:
https://docs.google.com/spreadsheets/d/1tO72j5MZiDjoPxWw46gOW15zr4wST95dF_tvukr8cCk/edit#gid=0
Steps:
- Go to Callrail and in the filter section select “Duration” then select “Greater than 90s”
- Play phone calls and listen in
Pay close attention to how the phone is answered. If the name is given upon answering the phone, for example, “Bramlett Residential, this is John Smith” then it is most likely an agent.
If the phone is just answered with “Bramlett Residential” then it is a receptionist
Bad Phone Call (log this in the spreadsheet)
- Puts customer on hold
- Hangs up on customer
- Does not help the customer with what they are looking for
- Does not refer the customer to the right person
- Talks too quiet
- Has background noise during the call
Logging in Spreadsheet
- Copy link of call on web browser and enter in spreadsheet
- Log date of call
- Select receptionist or if an agent answered then leave blank
- Put “yes” for problemed call
- If customer was put on hold select “yes”
- In the “notes” portion explain what made it a bad call and if it was an agent put their name in the comments
NOTES
- Ignore all muted/blank calls from 512-222-6595 received on this number: Google Screened/512-515-9088.