Art Marchessault is a Client Success Manager at CallerReady and he gives a quick walkthrough of CallerReady’s CRM and Softphone. Watch the video bellow or read the transcript.
“I’ve logged in as an agent and I’ll be receiving calls on my CallerReady’s softphone.
“I’ve logged in as an agent and I’ll be receiving calls on my CallerReady’s softphone. You can configure agents to receive calls on mobile phones or cell phones, home phones, etc.
In the case of this example, let’s launch the CRM with a softphone. Softphone resides here on the right hand side and on the left hand side is lead history or lead summary.
Let’s go ahead and drive a call in, and upon answer we are going to get a screen pop. That screen pop is going to include caller ID information in this case. Here is caller information for this call – phone number, city, and state.
One the right hand side here on the softphone, you have the caller ID as well as the campaign code. Now you can apply or customize your inbound phone numbers with the campaign codes so that the agent answering the call has an idea of what campaign this call belongs to.
On the left hand side, you have two columns. The button for these columns are completely customizable. We have in progress dispositions for leads that you are going to continue to work or nurture. Then you have dispositions for leads that come to an end on this call.
For example, I can click on ‘Not Interested.’ That ‘Not Interested’ gets updated down here below.
if I wanted to schedule a call, if a lead says “I’m busy at this time, can you please call tomorrow,” you can go ahead and schedule a call clicking in here. When that time calls, we can either drive a call out to the lead and they will heat an IVR saying “This is your scheduled call, please press one,” or we can drive this call out to the rep first. They will also hear an IVR saying “This is your scheduled call, please press one to connect to the lead. That’s also an option there.
You do also have the option of bringing in a third party. In this example, we have transfer to compliance so if the sales person needs to bring in a third party, being a manager, a compliance, etc., by clicking that button that will bring that third party in and a warm call transfer can be made. When that agent is ready, they can drop off the line by hitting hang up. And the two parties, the lead and the compliance officer, remain on the call.
So that’s a quick overview of the CallerReady’s CRM and softphone. Thanks for watching!”
This is a quick walkthrough of CallerReady’s CRM and Softphone.
First, launch the CRM with a softphone by clicking the first link
On the left hand side, you can find lead summary
On the right hand side is the softphone
Press ‘answer’ to accept the call
Upon answering the phone, we are going to get a screen pop
On the left hand side, you can find caller information for this call – phone number, city, and state.
On the right hand side is the caller ID as well as the campaign code
We have two columns that are completely customizable:
On the left hand side is the progress dispositions for leads that you are going to continue to work or nurture
On the right hand side is the dispositions for leads that come to an end on this call
How to schedule a call?
Just press the orange button and popup window will appear where you can choose the day and thetime for the follow up call
How to transfer the call to a third party?
By clicking the second blue button, the sales person will bring a third party in, being a manager, a compliance, etc, and a warm call transfer can be made
After the two parties have been connected, the sale person may hang up the phone.
