“If the call is not logged in Salesforce it did not happen”. You do not want to ring users who are not at their desks. This is wasted ring time.
For inbound calls that are not answered by your users, Fastcall voicemail is available. Your goal is to reduce wasted or lost ring time to increase the pickup rate for voicemail. Increasing your voicemail answer rate helps minimize abandoned calls.
To help reduce wasted ring time Fastcall can auto logout users after missing calls. The Fastcall user panel also shows users their position in the call rotation. This helps the user know her order for call rotation.
Calls may be missed and the caller may abandon without leaving a voicemail.
Fastcall creates a task for each inbound call, and we log each leg on the ACD in our custom object for calls. We maintain a lookup table to match an incoming call by caller ID to a Salesforce record. The incoming call – of course – must have the same caller ID as found in Salesforce.
In Version 4.0, Fastcall introduced an improved data model used for call logging to identify each “child” ACD leg as belonging to the same “parent” call.
When transferring calls to a group using the Fastcall ACD, you should set a missed call owner. These missed calls can optionally create an Open Task.
- When transferring calls to a group using the Fastcall ACD
- The ACD has a missed Call owner
- These missed calls create an Open Task
- The other ACD legs create a closed task
- Missed ACD calls can be identified by task owner and task status (open)
Follow these tips when setting up the IVR:
(Inbound calls > Missed call settings)
- Log out users who miss calls
- Use time of day routing to avoid ringing after hours.
- Keep ACD groups to 4-5 users – so the 4 or 5 are accountable.
- Set a missed call owner in the ACD
- Use an intro greeting before the call — “hello, thank you for calling!”
- Fastcall now allows overflow from group to group, and the groups can be put in order group1 –> group2 –> group3
Suggested Process to Triage Abandoned Calls with no look-up to a Salesforce record
Create a report of Fastcall tasks (inbound calls) sort by “call from” number. A task with no leads (no matched Salesforce record) are your missed calls without a matching Salesforce record. Your report should include task owner, task status, duration, task Subject, call type and the checkbox for voicemail. You can also include the URL for call recording.
Assign a user as your Missed Call Owner to triage this report throughout the day. Searching for existing records and/or creating new leads for each missed call. The user can be dedicated or users can rotate. Put the report in Console and use as a hot list to triage abandoned calls. This must be a report because Salesforce does support Tasks in Console or as a list view. Any Task (inbound call) with no lookup to a Salesforce record indicates that Fastcall did not find a match in our lookup table.
There is a custom button on Task that will search Salesforce using the “from phone number” and if a match is found will create the lookup. The button must be added to the page layout.
When no match is found a new lead should be created by hand in Salesforce.
Fastcall will set missed or answered on the created task. And we give a field for voicemail. However, call duration is also an important field. When a call is answered – as indicated by a long call duration – but there is no lookup to a related Salesforce record, this indicates that the user who answered the call did not relate the call to a Salesforce record. They either did not create a new record, or match an existing record. The user left the call task as an orphan. You do not want this.
When a call is answered or missed, and no matching Salesforce record is found, a lead should always be created by the user. If you wish to maintain exceptional data hygiene you need to triage these calls. Even if you have to listen to the recorded call to find the name of the caller.
NOTE: When creating new leads for missed calls, we like using the Lead Status = lead missed call. Answered calls should use your existing lead status. The user spoke to the contact.
NOTE: In our widget, Fastcall can set a default status when a lead is created from a missed call. Outside the widget we do not.
On outbound calls:
For unmatched missed calls, always create the lead to hold the record before the follow-up call is made.
- The outbound, follow-up call should only be made from a Salesforce record; from the created or existing lead.
- When a call is made outside the Salesforce record there is no lookup from the task created (it’s an orphan.) We don’t have good data results.
- When the outbound call is made on the new lead, use Fastcall to auto update the status to “contacted.”
Your triage process should insure timely management of tasks with no leads; tasks that are open and “missed.”
NOTE: If the task is for a junk call, delete it. Or, create a lead named Junk and use this to match any future calls from this caller ID.
Calls with a lookup to a Salesforce record:
When a call is missed by your user and the lookup is matched by an existing record in Salesforce, the abandoned call is identified by the task owner and task status. There is no voicemail and the task is not an orphan.
As explained before, Fastcall creates a task for each inbound call. You are going to see each Task with a 0 call duration. These are the abandoned calls with no voicemail. The Task owner is your missed call owner and the task is open.
The user should only return the call from the Salesforce record. This will create a completed task as an outbound call with lookup to the record.
Triage this answered call by searching for the matching record:
Fastcall does not currently associate the subsequent outbound call to the prior inbound missed call. If you want the missed task to indicate the returned call, the missed call task must be updated by hand by the user. An alternative is to call from the open task created by the missed call. The open task is already related to the Salesforce record. When calling from an open task, Fastcall will close the task. In this case the missed call task is overwritten.
NOTE: Missed call emails are not the right solution for high volume inbound calls. Emails are for one or two missed calls / day. You do not want to return calls from an email. Calls should only be made only from a Salesforce record so they can be logged