What is qualified calls?
The qualified calls feature in Aloware measures call quality by evaluating the length of conversations. It uses pre-set thresholds to indicate when a call transitions from basic engagement (e.g., identifying a lead) to a more in-depth discussion (e.g., exploring potential needs or solutions).
The feature allows organizations to categorize calls based on duration, helping teams identify levels of engagement. By configuring two thresholds, users can track different levels of interaction and analyze call data accordingly.
What problem does this solve?
Understanding call effectiveness in outbound calling can be challenging without clear indicators. Disposition codes are often used to track outcomes, but not all businesses use them consistently. Qualified Calls offers an alternative by using call duration as a reliable measure of engagement.
For agents - this can help monitor how often calls reach meaningful conversations, providing insight into patterns and call outcomes.
For managers and admins - this feature highlights engagement trends across teams, campaigns, or user levels, allowing for a data-driven review of performance.
By focusing on call length and depth of engagement, this feature can help users better understand the progress of interactions without relying entirely on manual input.
How to set up qualified calls as an admin
Look for the Qualified Calls section.
Set the values for threshold 1 and threshold 2 based on the company's call duration preferences. For example, a common configuration is:
Threshold 1 - 2 minutes (representing basic lead engagement).
Threshold 2 - 5 minutes (indicating a more in-depth conversation).
Once configured, these thresholds will apply globally across the entire company. The system will automatically track calls exceeding these thresholds and reflect this data in the reports and dashboards.
By setting custom thresholds, admins can tailor the tool to fit their unique goals and easily track qualified calls.
How can users use this feature?
As a sales agent, you can benefit from Qualified Calls by tracking your performance against the thresholds set by your company.
Go to Aloware Talk > Stats.
Review your call metrics to see how many of your calls have met or exceeded the thresholds.
Use this data to identify patterns in your conversations and understand which calls are leading to meaningful engagement.
This allows you to self-assess and adjust your approach, focusing on hitting the metrics that matter.
How does this relate to other tools?
The Qualified Calls feature integrates with several tools in Aloware to give users a clearer understanding of call engagement and performance at different levels.
In Ring Groups, you can analyze call durations for specific teams or campaigns. This lets you see how individual teams are performing and identify trends in longer conversations. Similarly, the Lines feature provides insights into call metrics for specific departments or phone lines, making it possible to evaluate engagement within particular areas of the organization.
For individual users, the Users section offers data on agent performance, showing who is meeting the thresholds for meaningful interactions. The feature also works with Sequences, where it tracks engagement during automated outreach campaigns. This helps you understand how much time agents spend on follow-ups or engaging with prospects after initial outreach.
By integrating with these tools, the qualified calls feature helps users monitor and assess engagement across teams, departments, and campaigns without relying on manual processes.
