What is call tagging?
Call tagging is a feature in telecommunication software that allows agents to label phone calls based on their content or outcome. These labels make it easier for call center managers to report on campaign results, improve call management, and support analysis.
Tagging your phone calls helps organize and prioritize calls for future reference. By categorizing, businesses can set up customer service processes, improve training, and better analyze data for strategic decisions.
How to set up call tagging?
Setting up the call tagging tool in MightyCall is part of the dialer campaign settings. It is a list of options shown to agents at the end of every call, where agents can select the most appropriate one.
These are the steps to configure them:
- Log in to your MightyCall account.
- Go to the Auto dialer section in the dashboard.
- Select an existing call campaign and click “Edit”, or create a new campaign.
- In the dialer campaign settings, go to Dialer settings (Step 2). There you’ll see agent dispositions, which is what call tags are called in MightyCall.
- Enable the Call Tagging feature by toggling on the call outcomes you need for your campaign, or create a custom tag relevant to your business needs, such as Follow-up, Customer complaint, or Sale closed.
- Configure the retry settings for the enabled tags to define if or when the contact should be dialed again after this tag is selected by an agent.
- Save your settings.
After completing these steps, agents working on the campaign will see a menu of tags during their wrap-up time. They must select the most appropriate tag for the call they’ve just handled, after which the automatic retry rules will apply.
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How does call tagging work?
- Customization: Before calling begins, managers define campaign goals and create a tailored list of call tags that reflect possible outcomes. These tags are added to the system so agents or the software can assign them during wrap-up.
- Initiation: When a call is made or received, the call center software automatically logs the interaction into the call center.
- Assignment: After the call ends, the agent or the automated system assigns names based on predefined criteria. These could include “Issue resolved”, “Follow-up needed”, or “Interested in product”.
- Accessibility: Reports on tags are available only to team members with access to the call center details, depending on their role and permission settings.
- Integration: The tagged data integrates with customer relationship management (CRM) tools, providing detailed insights into customer interactions, helping to tailor future communications and strategies.
- Reporting: Managers can generate reports based on these tags to analyze call trends, agent performance, and customer satisfaction, thereby driving strategic business decisions.
What are some popular call tags?
Call tagging in a call center is a versatile feature. We provide a set of predefined names that help to organize the process of categorizing calls. Additionally, Supervisors have the ability to add custom options, which can be tailored to fit the unique needs of their business operations.
Preset options:
- Successful call: Indicates that the call met its intended goal, such as resolving an issue, completing a sale, or confirming information.
- Call back later: Marks calls where the contact requests or requires a follow-up at another time.
- Incorrect number: Used when the dialed number belongs to the wrong person or is out of service.
- Not interested: Categorizes calls where the recipient declines or shows no interest in the product or service.
Popular options:
- Callback requested: For callers who ask to be contacted at a later time.
- Payment processed: Used when a transaction is completed during the incoming or outgoing call.
- Technical issue: For calls specifically dealing with technical problems.
- VIP customer: Marks calls from high-value customers needing premium service.
- Survey completed: Applied when a post-call satisfaction survey has been filled out.
- Subscription renewed: Marks calls where a subscription renewal has occurred.
These categories help in organizing and analyzing call data effectively. By utilizing both preset and custom call tags, businesses can improve their operations and update their understanding of customer interactions, leading to better service and increased customer satisfaction.
How to create custom tags?
To create custom tags in MightyCall, follow these simple steps:
- Log in: Access your MightyCall account with supervisor credentials.
- Go to the Auto Dialer tab: Open the Auto Dialer section in the dashboard to access your outbound campaigns.
- Select a campaign: Choose an existing call campaign and click “Edit”, or create a new one.
- Open Dialer settings: In the campaign settings, go to Dialer settings (Step 2). Here you’ll see agent dispositions, which are the call tags in MightyCall.
- Add a custom tag: At the end of the list, click Add to create a new custom tag that matches your campaign needs.
- Set retry rules: Configure retry settings for the enabled tags to define if or when a contact should be dialed again after a tag is selected.
- Save: Confirm and save your settings to make the custom tags available for agents in this campaign.
Note: In MightyCall you can add up to 30 custom agent dispositions.
Call tagging functions in MightyCall
- Agent dispositions: Agents can select from categories such as “Not interested” or “Successful sale” to provide detailed feedback on each call’s outcome.
- System dispositions: Automatic categories such as “Invalid number” or “Contact busy” help categorize calls without agent input, based on technical signals.
- Mandatory call tagging: Once categories are enabled in the campaign settings, agents must select one of the options at the end of each call before closing it.
- Custom categories: Beyond the preset system categories such as “Busy,” “No answer,” and “Agent abandoned,” you can create custom tags tailored to your business needs.
- Analytics: Call tagging integrates with analytics to provide insights based on category usage. You can identify trends such as frequent “Call back requests” or “Opt out” responses and adjust your strategies accordingly.
Benefits of using call tagging
Data-driven decision making
Category naming equips businesses with the ability to make data-driven decisions by analyzing patterns in tags. This analysis can reveal insights such as peak call times, common customer issues, and agent response, guiding strategic decisions that improve overall business operations and customer service strategies.
Training and development
Analyzing calls can highlight specific areas where contact center agents may need additional training or improvement. For instance, a high frequency of tagging calls as “Escalated” could indicate a need for better conflict resolution skills among team members. This targeted approach to training ensures that agents are well-equipped to handle a variety of customer interactions effectively.
Contact list evaluation
Agent dispositions also reveal how engaged a contact list is by showing whether calls lead to outcomes like “Interested,” “Follow-up,” or “Opt out.” This helps supervisors evaluate the quality of each list and consider engagement levels when planning future campaigns with different contact lists.
Long-term trend analysis
Over time, the accumulation of call tags can provide a long-term view of changes in customer behavior and service quality. This trend analysis can be crucial for anticipating future needs and adjusting business strategies accordingly, ensuring that the contact center remains responsive and relevant in a dynamic market environment.
Improved customer segmentation
Categories can be used to refine call center customer segmentation by identifying different needs and behaviors among various customer groups. This segmentation can then inform more personalized marketing campaigns, sales strategies, and customer service approaches.
Sustainability and cost management
By facilitating productive call handling and follow-up processes, call tagging can contribute to sustainability goals by reducing the need for repeated contacts and excessive communication.
Use cases
Customer services
In customer service, category naming is utilized to categorize and prioritize customer inquiries. Examples of call tags you can use are: “Urgent,” “Technical support,” or “Billing inquiry,” they would help agents quickly identify the nature of the call, ensuring that it’s routed to the appropriate personnel. Tagging incoming calls minimizes wait times and improves resolution rates, significantly enhancing customer satisfaction and loyalty.
Sales
For sales teams, call disposition is a strategic tool to track the stages of the customer journey. Names such as “Prospective lead,” “Needs follow-up,” or “Interested in product” allow sales representatives to customize their interactions based on the customer’s previous engagements and readiness to buy. This targeted approach helps in nurturing leads, pushing them closer to a sale.
Healthcare
In the healthcare industry, call disposition supports critical communication needs by categorizing calls as “Appointment requests,” “Prescription refills,” “Medical advice,” or “Emergency.” These tags help healthcare providers manage their workload, prioritize urgent cases, and ensure patients receive the appropriate care swiftly. Implementing a call tag system also aids in maintaining records that are crucial for patient care continuity and compliance with healthcare regulations.
Call tagging best practices
- Define clear categories: Establish a detailed set of categories that cover all potential call scenarios. Ensure they are broad enough to include all phone interactions but specific enough to provide actionable insights. For example, use categories like “Product inquiry,” “Complaint,” or “Support request” to organize the sorting and response process.
- Train your team thoroughly: Regular training sessions are crucial to ensure that all contact center team members understand the importance of category naming and how to apply tags correctly. This training should include scenarios and role-playing exercises to help staff practice and become proficient.
- Regularly review and refine categories: Periodically assess the effectiveness of your system. As your call center changes, so will your need for call categorization. Remove redundant names, add new relevant ones, and adjust the definitions of existing tags to better align with current business operations and customer needs.
- Integrate categories with CRM: Connect your tagging system with customer relationship management (CRM) call center feature to enrich customer profiles and improve service delivery. This integration allows for a smooth flow of information and enables personalized follow-up actions based on the calls.
- Monitor and analyze categories usage: Regularly review how names are being applied to calls to ensure compliance with best practices. Analyze the call center data to identify patterns and trends in customer interactions, which can inform business strategies, agent training needs, and areas requiring operational adjustments. This continual analysis helps maintain high standards of customer service and operational success.
More features for your call management
- Call notes: Allows contact center agents to add contextual notes after calls, which are accessible for future reference or follow-up actions.
- Real-time analytics: Provides analytics on call durations, wait times, resolution rates, and agent performance metrics.
- Live call monitoring: Supervisors can monitor calls in real time to ensure quality control, provide instant feedback, and assist agents in handling complex issues.
- Call recording: Enables recording of all calls to ensure compliance, improve agent performance, and resolve disputes. Phone recordings can be reviewed and analyzed to extract valuable customer insights.
- Automatic call distribution (ACD): Distributes incoming phone calls based on predefined rules, such as the skill level of agents or the caller’s history, ensuring that calls are handled by the most appropriate agent.
- Multi-level IVR: Uses pre-recorded messages and menus to guide callers through options and direct them to the appropriate department or agent, reducing wait times.
Call tagging for better customer service
Our call tagging system helps businesses categorize phone interactions, ensuring successful follow-ups and improved customer satisfaction. Additionally, MightyCall includes a full set of powerful customizable features such as call notes, call tracking, call analytics, and easy integration, making it an all-in-one solution for enhancing customer interactions and operational workflows.
