Answered
Exclude Phone Numbers From Tracking, Without Blocking Them?
So I'm doing some call tracking for an IT company. The IT company has their sales and support numbers all going to the same place so we get a high volume of calls that come in from existing customers. I see options to mark a call as spam and to block a number, but I don't see a way to exclude a number from future tracking without blocking it. How would I go about this?
1
Comments
Hey Hunter. Any call that is made to a tracking number will be tracked within CallRail (unless the number is blocked). I would suggest setting up a call flow with a menu and tag step following the menu options. This can be used to automatically tag calls as existing customers. For example, if a customer calls in and presses 2 for Support, a tag step can tag that call as Existing Customer as it routes. Then you can filter out this tag when running your reports.
Here are some articles that go into more detail about setting this up:
Menu Step
Tag Step
Let me know if you have any further questions about this!
Is there an easy way to filter out a list of numbers (e.g., company employees, existing clients, vendors, telemarketers) when generating a report?
Hey Matt,
Unfortunately, there is not a way to filter out a list of contacts. However, you can score those interactions as Not Qualified. Once this is done to one of their interactions, that number's Lead Score will show as Not Qualified and can be filtered out when generating reports. There's more information on this under the Manually qualify a lead in the CallRail App section of this article. In addition, this community post goes into more detail about scoring interactions and how this affects Lead Score.
Let me know if you have any other questions, and welcome to the community!
Got it. Given our high call volume from existing clients and professional contacts (courts, opposing counsels, etc.), this will be labor-intensive. Any advice on improving the efficiency of this process? (I will check out the articles you shared above.)
Once you score an interaction with the caller as Not Qualified, this Lead Score status of Not Qualified will follow that number/contact. You will not have to score every call that comes in from that person each time. This labels those numbers you want to filter out as Not Qualified for all future calls, form submissions, and texts. When you get future calls from your existing clients and professional contacts, their contact will always be marked as Not Qualified moving forward. You will not have to repeat this process for every call from that contact (Lead) after you score the Lead.
The only other option would be to follow the steps I gave Hunter above concerning the Menu and Tag step in a Call Flow.
This can be used to automatically tag calls as existing clients. For example, if a customer calls in and presses 2 for Existing Client, a tag step can tag that call as Existing Client as it routes. Then you can filter out this tag when running your reports. The same can be done for judges, vendors, etc.
Here are some articles that go into more detail about setting this up:
Menu Step
Tag Step
Let me know if you have any questions about this!
Please sign in to leave a comment.