LAUNCHPAD ACADEMY TRAINING Account Part One ...
Transcript of LAUNCHPAD ACADEMY TRAINING Account Part One ...
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LAUNCHPAD ACADEMY TRAINING
Explore Your New CallTrackingMetrics Account
Part One
MEET THE SPEAKER
Jessica Michaels brings 10 years experience in all aspects of marketing, digital campaigns, social media, educating of technology solutions, and a 6 year vertern at CTM.
Connect on LinkedIn: linkedin.com/in/jessica-kristen-michaels
CallTrackingMetrics Launchpad Summit 2020© CallTrackingMetrics 2021 ALL RIGHTS RESERVED KEEP THE CONVERSATION GOING: @CALLTRAC / #CTMACADEMY
WELCOME TO THE LAUNCHPAD TRAINING ACADEMY6 classes from beginner to advanced
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Explore Your New CallTrackingMetrics Account
Agent Workflows and Productivity Tools
Level Up Your Account
Supercharge your Flows with AI, Customization, and Automation
Preparing Your Account for Launch Lead Tracking and
Marketing Attribution
COMMON QUESTIONS
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Q: Will this webinar be recorded? A: Yes
Q: Where can I find the recording & slides? A:
https://www.calltrackingmetrics.com/support/training/ctm-academy/academy/
MISSIONNAVIGATING CTM
EXPLORING THE ACTIVITY LOGS
CALL SETTINGS
REPORTS
BILLING
Q&A
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3 primary focuses
True Contact center features that allow managers to fully customize the agents workflow and streamline their daily processes.
Helpful for delivering the optimal customer experience by intelligently routing the caller to the most appropriate place.
Primarily used for marketers to help them understand what advertising channels are generating conversations.
Call Management
Call Flow & Lead Management
Attribution
WHY OUR CLIENTS LOVE USCommon problems we help our clients solve
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Attribution
Attributing revenue to keywords
"I often tell our clients that marketing without call tracking isn’t much different than gambling.“
John T.
"CTM is by far the most complete versatile call management platform I have ever seen. Plus, it’s got a killer call center system built right in"
Dean S.
Call Management
Call Center Solution
We want to provide value, and being able to track calls down to the keyword/ad that generated them makes that really easy."
Daniel O.
CallTrackingMetrics has every feature I need in a call center platform, and WAY more.
Ian H.
NAVIGATING THE APP
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ToolbarNAVIGATING THE ACTIVITY LOGS
1. Filter - Create views using live call log data
2. Search field - Search by keyword (account
ID, name, date, transcriptions etc.)
3. Number of Calls - Click on it to expand
4. Auto Load/Stop Loading - Automatically
load calls as they come in
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5. Desk Phone Mode - Switches you into desk phone
6. Desktop Notifications - View notifications and alerts
7. View Columns - Select which items to show in the
call log
8. Export Calls - Export your call log data
9. Receive Calls - Start/stop accepting calls if you are
using the Softphone
10. Flag - Include or Exclude current view from reporting
11. Softphone - Open your phone
ToolbarNAVIGATING THE ACTIVITY LOGS
1Filter Create views using live call log data
Search Field Search by keyword (account ID, name, date, etc)
Number of Calls Click to expand
Auto Load Automatically load calls as they come in
Desk Phone Switches you into desk phone mode
Desktop Notifications View notifications and alerts
View Columns Select which items to show in the call log
Export Calls Download your call log data
1. Phone icon: Return the call2. Edit Icon: Brings up full call details to edit 3. Caller Name: This is pulled from the CNAM
database and is able to be changed and added back into the caller record
4. Phone Number: Caller’s phone number5. Location: Geographic location of the caller,
based on phone carrier data6. Tags: Tag your calls and create activities
based on those tags
ContactNAVIGATING THE ACTIVITY LOGS
● Source: Attributes the advertising source of the call per configuration assignment
● Tracking Number: Number called ● Landing Page: Displays the page that the
caller landed on● Referring Website: Shows referring
website● Keyword Data: View keywords searched
by caller● Visitor Detail: Open the visitor detail
panel● Visitor Likelihood: Session accuracy score● Google Analytics: Indicates that the data
was passed to Google Analytics
Source & SessionNAVIGATING THE ACTIVITY LOGS
Visitor Likelihood: Shows the likelihood that this visitor was the correct one to match to the call.
Check for other sessions: View other potential visitors that could have been matched to call but had lower likelihood scores.
Advertising Data: Information pulled through Google Analytics integration.
Cookies - Shows cookies we detected from GA, etc.
Visitor SessionNAVIGATING THE ACTIVITY LOGS
ScoringNAVIGATING THE ACTIVITY LOGS
Scoring allows you to apply a star rating to the activity, add a conversion and conversion value, and apply a reporting tag.
The scoring column is fully customizable and feeds into our activity reports. This is a great way to help measure the quality of the call and help determine the ROI.
● Audio○ Recording: play the recorded call○ Length of recording: length of talk time
● Metrics○ Date/Time ○ Status
Audio & MetricsNAVIGATING THE ACTIVITY LOGS
Call Routing
● Either displays the agent the call was routed or “set agent” where you can manually choose an agent to associate to the call.
● If not using the softphone, it will show the receiving number the call was routed to.
● Call Path at the bottom showing any voice menus or other call flows the caller experienced.
RoutingNAVIGATING THE ACTIVITY LOGS
Email Icon
● Email a note with the recording of the call to a colleague
Flag icon
● Exclude, block, and rate audio quality of the call
ActionsNAVIGATING THE ACTIVITY LOGS
● Excluding a call will remove it from reporting. ● Review excluded calls using “show excluded
calls” in filter box. ● Blocked callers will hear a busy tone, a “call
cannot be completed” message, or in some cases will just ring (depends on the callers carrier) .
● Be very careful about blocking by caller name. You would not want to block CNAM’s like “Restricted” because that would block all callers without names in their CNAM record.
● You can review blocked numbers and edit them at: Calls > Blocked Numbers.
Blocking CallsNAVIGATING THE ACTIVITY LOGS
CALL SETTINGSLIVE DEMO
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Place your screenshot here
Capture critical call details with call recordings and transcriptions
Recordings & Transcriptions
Spam Detective keeps you focused on what matters.
Customers using Spam Detective don’t have to worry about spam calls taking up the precious time of their agents, so they can stay focused on valuable conversations.
Spam Detective
REPORTS
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BILLING
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BILLING
Rechargeable Balance
$500.00
– 299.00
– 145.00
– 25.00
$31.00
$50.00 > $500
+$469.00
$500.00
Starting Balance
– Monthly Subscription Fee
– Usages
– Number Renewals
Current Balance
Recharge Threshold
+ Recharge Amount
New Balance