Make the call expected
Check the conversation before calling. Know what you need to resolve and whether the person asked for a call or a particular time. If a teammate is already handling the conversation, coordinate with them first.
When someone answers, introduce yourself and your business, explain the reason for calling, and check whether it is a good time. Keep any promised next step in the same conversation so your team can follow through.
Choose a call option
- Open the conversation and check the sending number and recipient.
- Choose FaceTime Audio for a reachable Apple contact or Phone call for a regular phone call. Read any reason shown when an option is unavailable.
- Allow microphone access when your browser asks, and check your audio device.
- Keep the calling tab open during a browser call. End the call with the call controls when you are finished.
Distinguish a person from voicemail
A connected call can reach voicemail. In the call record, use the answer classification to mark Person answered or Voicemail according to what actually happened. Leave an uncertain result as unknown instead of guessing from the call length.
New lead contact rate counts a call response only when the call was answered and classified as a human answer. Voicemail and unknown answers do not count. A text reply can also qualify the lead, and the same lead still counts only once.
Follow through once
- Send the information you promised, with enough context to recognize it.
- Check whether another workflow has already sent a follow-up.
- Honor a request to stop calling in the system that schedules your calls. A Miss Blue contact block applies to messaging; it does not block phone calls.
- If you left voicemail, avoid marking it as a successful human contact in your reporting.