/Contacts / Lead Card in Call Tasks
- General View
- Lead status
- Buttons to change the call results
- Main info about a client
- Call history and detailed information for client’s orders
- Call script
To go to a lead card in a call task, go to Contacts — Calls — select call task, click the number in the call task line — and then click the link in a “Name and phone number” column.
A lead card for a call provides information about the lead and performance progress. Here you can do everything you need:
- View and edit call status
- Record the results of the calls to a client
- Edit the card information
- Make additional comments about a client
- View the history of the calls for a call task, orders generated by a client, and calls about the orders
Please find a screenshot with the explanatory comments and a brief description of the page settings below.
Let us look at the page settings in detail.
Three statuses are available by default:
- New (no manager works with a client)
- In process (a manager works with a client)
- Finished (successfully or not; results of the work with the client)
A lead status can be edited in the call card, if necessary.
The same changes can be made in the account of a call center employee. If a call center employee indicates the status as Finished, then it will be immediately seen in a lead card (in call tasks) by the account holder.
Buttons to change the call results
These are the buttons used by a call center manager (and sometimes by an administrator) to record the results of the calls.
Find out more about the features and tasks of each button in this article.
Main information about a client
Here you can find the zip code, full name of a client, phone number, city, personal manager (or “not chosen”). You can add tags. It will be displayed in the lead card under the Lead tab.
- Date of first registration. Date when a user filled out (and sent) the first subscription or order form.
- Date created. Date when a lead appeared to be in a call task. There are two available options: a lead has already been added to a list, and you selected it for a call task or vice versa. The latest date matters.
Case 1: a lead joined the list on January 1 this year. The task was created on January 5. The date of creation is January 5.
Case 2: a lead joined the list on January 1 this year. The task was done last year (for example, on January 15). The date of creation is January 1.
- Date of change. Date when a lead status is updated (e.g., New — In progress).
- Closing date. Date when a lead status is changed to Finished (successful or not).
You can add additional information about a client. It will be seen in all orders and in a lead card in the More tab.
Call history and detailed information for the client’s orders
The next visual block contains a call history for the selected call task, as well as the information about other orders generated by a client and about the calls devoted to these orders.
This block has three tabs with extra information.
- “Call History” tab
This tab displays the call history for the task you are working on at the moment. You can track the progress (e.g., status change from New to in process) and see the name of the employee who worked with this lead at any stage within the task.
Please find detailed information about the buttons which record the call results here.
- “All orders” tab
This tab includes all orders which have been generated by a client (this information is backed up in Lead Card in All orders tab).
- “Order calls” tab
This tab displays all calls connected with the orders (this information is backed up in Lead Card in “Calls made to confirm orders” tab).
An employee will see a script if a call script (a phone call scenario) is enabled in Contacts — Calls — in the editing mode of a task (“Tips for employee” tab).
The script is displayed under the table of a visual block with the call history (as it is in a call card in the administrator and call center employee accounts).
Find out more about how to add a script for an employee here.
Now you can easily track the call task progress for each lead and control the employees dealing with the tasks.