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Call Tagging

Conduct Surveys and Segment Your Contact Center Data

Say goodbye to guesswork and hello to informed decision-making with VirtualPBX’s call tagging feature. By systematically categorizing calls based on topics, sentiments, or outcomes, businesses gain invaluable insights into customer needs, preferences, and pain points. This innovative feature empowers companies to make informed decisions, personalize customer experiences, and optimize operations effectively. With VirtualPBX, your business can unlock the power of data-driven analytics to enhance customer satisfaction and drive growth.

Call Tagging

Automatic Call Tagging

Categorizing calls is essential for businesses to effectively understand and respond to their customers’ needs. By automatically organizing calls based on numbers dialed, departments reached, and more, companies can identify recurring issues, trends, and opportunities for improvement. For instance, categorizing calls related to product inquiries can help businesses identify which products are most popular or which features customers are most interested in. Similarly, tagging calls regarding complaints or issues enables businesses to pinpoint areas of concern and implement targeted solutions to enhance customer satisfaction. Additionally, categorizing sales-related calls allows companies to track conversion rates, identify successful sales strategies, and allocate resources more efficiently.

Call Tagging on Caller Surveys

Implementing call surveys offers businesses a direct avenue to gather valuable feedback and insights from their customers. These surveys typically occur at the end of a call, allowing customers to provide feedback on their experience with numeric satisfaction levels. By leveraging call surveys, businesses can gain a deeper understanding of customer preferences, identify pain points, and measure overall satisfaction in real-time.

Moreover, call surveys 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 Tagging: Customer Surveys

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
Call Tagging Disposition

Improve Your Contact Center Experience with VirtualPBX

Call tagging is just one of the reasons why contact centers trust VirtualPBX to handle their communications. Have questions? Ready to get started with a free demo? Choose the time that works best for you and one of our contact center experts will take you through an interactive demo followed by a custom quote.