An important step of your sales process is to keep your sales activities up to date - and this includes logging calls. With Amplemarket you can keep a record of notes you may have taken during the call, including call disposition, as well as creating a record of the call itself your CRM. These logs will help you understand the contacts journey and allow you to reference notes during follow up calls.
All calls will be logged by default in Amplemarket. Additionally, calls can be synced to your CRM according to the push phone calls settings set by the admin of your organization (see this article).
Call logging information will appear when the call ends, regardless of whether a call step is executed or an individual call is placed.
In this article, you will learn how to log calls using the Amplemarket Dialer, including:
How to Log a Call
If you are calling a number that is associated with an Amplemarket contact, the top section will be populated with the contact information. When you finish a call you will be presented with the Log view:
- Contact (only available when using the dialer to dial numbers that are not associated with an Amplemarket contact)
- Notes: to take notes during or when you finish your call
- Call Disposition: to record the result of making the phone call, e.g. "interested" or "busy call later"
- Call Evaluation: to rate the audio quality of your call using a five-star score
Call Notes
Notes allow you to log and keep track of your conversations. Logging notes directly Amplemarket allows you to remember those important details for later.
You can type your notes before the call begins, during the call, and when it ends. The note will be logged with the rest of the call information.
Note that when using the Dialer for one-off calls or for executing call tasks you will need to switch between notes and the keypad as needed.
Call Disposition
The dispositions allow you to log and keep track of the quality of your calls.
Dispositions will be populated by default with the previous call disposition selected by you. Besides this, we will automatically suggest a call disposition based on certain call results (learn more about hangup causes):
- No answer: No answer
- Not assigned: Wrong number
The call disposition will be populated once the call is hung up but you can always change it if another option is better suited for the log.
Note that these dispositions are the default dispositions given by Amplemarket. Custom dispositions will not be suggested.
Managing Logs
One-off calls
If you are using the Dialer for one-off calls, you will see two different options when logging the call:
- Log Call
- Call Again
The Log Call button will save your notes, contact information, call disposition and call evaluation.
The Call Again button will also save all of the above information, and will redirect you to the initial Dial view so that you can place a new call for that contact (same or different phone number, as needed).
Call Tasks
If you are using the Dialer for call tasks (within sequence or one-off),you will see three different options when logging the call:
- Complete
- Call Again
- Reschedule Task
The Complete button will save your notes, call disposition and call evaluation. The Complete action will finish the call task, and in order to complete a task you need to select a call disposition.
In case the task is a sequence stage, the contact will advance to the next sequence stage or will be marked as completed depending on the selected call disposition.
The Call Again button will also save all of the above information, and will redirect you to the initial Dial view so that you can place a new call for that contact (same or different phone number, as needed).
This action will keep the task and will let you call the same contact as many times you need. Imagine you have multiple phone numbers for that contact and you want to try all of them within the same session until you complete the task. Or, if you get stopped by a gatekeeper or they ask you to call back later, you can log the call by using the Call Again button to return to the Dial view and keep that task by navigating to the next on the list.
The call task will only be completed by using the “Complete” action.
The Reschedule Task button will save your notes, call disposition and call evaluation. It will allow you to keep the task and reschedule it for a later date. This is particularly useful for when you have a conversation with someone who asks you to circle back later on that day or week.
In this case the task is a sequence stage, the contact will not advance to the next sequence stage until the rescheduled task is completed.
All this information will be saved on your call stage and on your contact's page in Amplemarket. If you are integrating with your CRM - and depending on your configuration (see this article) - all of the above information will automatically sync over as a part of the call activity.
Skipping Call Tasks
You can always skip a call task if you do not wish to make the call and you want to move to the next step in your sequence.
This option is available before you place the call, not at the Log view.