Conduct Surveys and Segment Your Contact Center Data
Call tagging helps you organize and track calls by adding labels—like topics, outcomes, or next steps. Instead of sorting through raw call logs, you can quickly see patterns in customer needs, preferences, and pain points. With this context, your team can improve customer experiences, adjust processes, and make decisions backed by real data.
Automatic Call Tagging
Categorizing calls makes it easier for businesses to understand and respond to customer needs. By automatically organizing calls based on numbers dialed, departments reached, or other criteria, companies can spot trends, recurring issues, and opportunities for improvement. For example, grouping calls about product inquiries can reveal which products or features customers are most interested in, while identifying calls about complaints helps pinpoint areas that need attention. Categorizing sales-related calls also allows teams to track conversion rates, recognize effective strategies, and allocate resources more efficiently.
Call Tagging on Call Surveys
Tagging survey responses lets you organize customer feedback as it comes in, making trends, issues, and opportunities easy to spot. By combining tags with survey data, you can measure satisfaction, track loyalty, and understand customer preferences, all in context. This helps your team take action faster and make smarter, data-driven decisions.
Call surveys also enable companies to track performance metrics, such as Net Promoter Score (NPS) or Customer Satisfaction (CSAT), to gauge customer loyalty and advocacy. This proactive approach to gathering feedback not only demonstrates a commitment to customer-centricity but also provides actionable data to drive continuous improvement and enhance the overall customer experience.
Call Outcome and Disposition Tagging
Call reports can sometimes feel a bit cryptic. Any provider can show you who called, when, and which team member answered. But what happened during the call? This is where call outcome and disposition call tagging come into play. When your team members tag their calls, you can gain insights like:
- First call resolution within a support organization
- MQL or SQL for sales teams indicating product fit
- An order for your product successfully placed
- Flagging an upset customer who needs a follow up
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