Table of Contents
Overview
A call is connecting your phone's line to one's phone number. Managing calls is an important part of the business flow that helps your agent to engage leads, support clients, and stay connected with your customers.
Effective call management ensures that no calls go unanswered, keeps track of all communication actions, and makes use of various tools for taking notes, sending SMS, and transferring calls.
Types of Calls
There are two (2) types of calls that we can do in Aloware
Outbound Calls - these are calls that agents make to reach out to leads
Examples where outbound calls are usually found:
Agents call potential leads who subscribed to a newsletter through web forms
Agents who would like to upsell their products or offer new products
Inbound Calls - these are calls that agents receive who usually seek assistance or support
Examples where inbound calls are present:
Agents receive calls from customers who bought their products and need technical support
Customer calls agents to inquire about product details, package, and deals
Pre-requisite
Make sure that you are on the Available status to accept calls.
Read about Agent Status to learn more.
How to Receive an Inbound Call
There are two (2) ways to answer an inbound call:
Answer from a popup notification
Once a call reaches you, a popup notification will display on your screen
Click the call icon or the green one to answer the call
Answer from Communications Section
If the contact has a previous communication, the call icon also appears on the right side of the contact's name.
Engaging with Contact
The dialer appears on the screen, and you can now use the engagement features to manage the call efficiently.
Learn about Contact Engagement in this article.