Call Score

What can I do with Call Scoring and Goals?

  1. Set your default subject
  2. Decide if your users will edit subject in the widget, or if subject should be fixed.
  3. Add any new or existing Task picklist to the FastCall widget
  4. Enable, then set your call goals
  5. Enable the process to update your Lead status after a call
  6. Set your call results and how they interact with call count, lead status and call score status

Task and Call Score Deep Dive from Richard Rosen on Vimeo.

When you add a picklist value to the FastCall widget you will see it along with Call Results

FastCall picklist values

OK, now for the good stuff!

FastCall includes an Apex Job – which runs in the background – to score and count your calls.

call_goals

Call Goals

To start, we can set goals for call count; for example 7 calls in 7 weeks. The you use you call result to indicate if the goal was met. So if you have a conversation with your prospect, you can stop the call count and mark the goal as successful. Did you only talk to a gate keeper? Then do not stop the call count. Spoke to decision maker, then you might want to end the call count.

Call Result updates call count

Update Lead Status after call

Here FastCall gives you the option to update lead status based on call duration. In the next section you can update lead status based on Call Result. If you miss one, you get the other!

Update Lead Status from Call Result

You can also update the lead status from the call result. This saves your users from unnecessary 2nd step of logging the call AND updating call result. If you spoke to the decision maker, then update the lead status to Working – Contacted. FastCall takes the specific lead status form your org.

FastCall gives you these updates on both Lead Status and on the Custom object for call score. So, in case you have other processes running on Lead Status, you can use FastCall to update to Call Score. Basically, the same data in two places.

OK, that takes care of my settings where does all this data go?

Good question! FastCall give you awesome data for your Task record and you can add the fields you need to your related list and / or reports. FastCall populates the Salesforce Native fields:

  1. Call duration
  2. Call result
  3. Call type
  4. Comments (we also copy this to a custom field “notes”
  5. Status
  6. Subject
  7. Type
  8. Created date

Then we give you these custom fields:

  1. ACD call
  2. ACD position
  3.  Call duration in minutes (the native field is seconds)
  4. Call focus
  5. Call from (caller id)
  6. Call goal
  7. Call notes (Salesforce comments are copies here)
  8. Call number (1 of 7, etc)
  9. Call recording
  10. Call time in GMT
  11. Call to
  12. Spoke to
  13. Voicemail

On the custom object for call score, we give you:

  1. Average call duration
  2. Call count
  3. Call goal
  4. Call goal start date (date of the first call)
  5. Call goals count stopped (checked when the count stops)
  6. Call goal status
  7. Call in the last X weeks
  8. Call last 12 months
  9. Calls last 30 days
  10. Calls needed to fulfil goal
  11. Calls this month
  12. Calls this year
  13. Days from creation to first call
  14. Days since first call
  15. Days since last call
  16. Days since last presentation (calls over 3 mins)
  17. First call date
  18. Last call date
  19. Last presentation
  20. Minutes from creation to first call
  21. Total duration

call score record

Reports using Task or Call Score

  1. Calls sorted by user (inbound)
  2. Call sorted by result
  3. Call sorted by user
  4.  Contacts and call score
  5. Contacts and recorded calls
  6. Inbound calls
  7. Leads and call goals
  8. Leads and call score
  9. Leads and recorded calls
  10. Presentation rates
  11. Inbound calls and voicemail
  12. Leads and task

These reports are just ideas for you to work from. Of course, Task is a native Salesforce object. You can edit any of your existing reports that use Task. And you can add Call Score as needed to an existing report.

Bonus: FastCall gives you four options to end a call.

  1. Pick a Call Result to close the Task and end the call
  2. Close Task in edit mode so you can keep editing the Task
  3. End the call, but keep the Task open
  4. End the call and do not create a Task (we actually just delete it immediately)