Callrail Marketing Calls Audit
You'll put together an email to
leadaudit@bramres.com with a Callrail Marketing Call Audit and a webform / leads audit. This is a two part process:
Part I - Auditing Callrail Marketing Calls
We need to audit phone calls daily to determine two things: How are the receptionists performing and did every marketing lead get entered into FollowUpBoss and assigned. To do this:
1) Login to
https://app.callrail.com
2) You should be directed to the call log screen on login, which is where you want to be.
3) Find the date/time where you last audited calls. If today is Tuesday at 5PM, you probably want to go back to Monday at 5:01PM. If today is Monday at 5PM, you probably have to go back to the previous Friday. Begin listening to calls.
4) Many calls will be solicitors. If you listen to the call and you can tell that it's not a legitimate customer, immediately BLOCK THE CALL & move on. However, we want to take note of the following:
A. If it's a legitimate customer and the receptionist performs poorly, or if it goes to voicemail (isn't answered) then note the name, phone number, and time they called. Click through to "Timeline" so that you can download the mp3. Email this information to Eric.
B. If it's a legitimate customer and the receptionist performs well, note the name and phone number.
B.ii. After you have your list of names/numbers from legitimate leads, go to
https://bramlett.followupboss.com/2
to check and make sure all leads have been assigned. You do this by logging into FollowUpBoss and entering the phone numbers of legitimate leads.
B.iii. If nothing populates when you enter the phone number, email that information to Eric immediately. (That's very unlikely).
B.iv. Audit the lead by clicking through to the contact in FUB. If the lead is assigned to an agent, all is good. Copy the link to the good lead into an email you will send to Eric & Bailey. If the lead is assigned to "lead admin" or "callrail data" then there is a potential problem. If there's a potential problem, copy the link to the lead from your browser and email the important information to Eric and to Bailey.
5) List of potential call problems
We will generally have the most call problems from a receptionist. Every now and again, a call will not go well with an agent. We want to know about any problem calls that a receptionist or agent takes. Here's a list of examples. In generally, you want to use your best judgment and err on the side of sending a call as a potential problem for Bailey & Eric to review.
- A caller asks for a service that we provide and the recipient says that we don't provide it.
- A caller asks for help during a certain time and the recipient says we can't help during that time.
- The recipient sounds like they're not knowledgeable about a certain area or service.
- Someone is left on hold for an extended period.
- A call isn't answered.
- The call recipient generally sounds unpleasant or bad on the phone.
6) Send the following email template to
leadaudit@bramres.com
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CallRail Marketing Calls + Webform Lead Audit
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I've audited calls for the time period {INSERT TIME PERIOD}. Here's what we've found:
New Leads Correctly Added to FUB
{FUB link} / {AGENT NAME / {BRIEF SUMMARY OF CALL}
Leads Not Added to FUB
{FUB link} / {AGENT WHO TOOK THE CALL} / {BRIEF SUMMARY OF CALL}
{IF ALL WAS GOOD, THEN SAY "All was good!"}
Problem Calls
{DESCRIBE ALL PROBLEMS AND INCLUDE RECORDINGS}
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NOTE: Don't do anything if you receive calls from the following numbers.
512-289-1161
512-484-8980