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.

Efficient call management ensures that there are no unattended calls, records all communication activities, and use different features to take note, send SMS, and transfer 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 reached you, a popup notification will display on your screen

    • Click the green icon 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 name


Engaging with Contact

  • The dialer will appear on the screen, and you can now use the engagement features to manage the call efficiently.

Learn about Contact Engagement in this article.

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