agency tools marketing & day 4 - calltrackingmetrics€¦ · 2 users on the sales team - call...

Day 4: Marketing & Agency Tools

LEGAL AND CONFIDENTIALITY INFORMATION

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©2018 CallTrackingMetrics, LLC. All rights reserved.

CallTrackingMetrics | 2

WELCOME

COURSE REQUIREMENTS

COMPUTER RECOMMENDATION

▫ Log into your CallTrackingMetrics account ▫ If you have two monitors, you can show our screen on one and

your CTM account on another ▫ Supported browsers: The latest version of Google Chrome or

Firefox▫ Have pop-ups enabled

GOTOWEBINAR SETUP

▫ For audio issues, call in via phone line▫ Attendees are in listen-only mode▫ Enter questions in the Questions Box▫ Questions will be addressed throughout the course▫ Missed questions will receive a follow-up email response▫ Course handouts are available now and can be downloaded

from the GTW toolbar▫ All attendees will receive Certificates of Completion via email


GETTING STARTED

ACCOUNT ASSUMPTIONS

Create an account or subaccount to work in.

New to CTM?

Visit: https://www.calltrackingmetrics.com/plans now and sign up if you are not yet a customer.

Current Customer?

Log into your CTM account. If you are an agency administrator, visit https://app.calltrackingmetrics.com/accounts/new and create a new sub-account “Academy” for this training class to work in.

Have Agency or Administration access with the ability to purchase tracking numbers.


DAY 4: MARKETING & AGENCY TOOLS

CALL MANAGEMENT

▫ Agent & Access controls▫ Call Queues▫ Post Call Surveys▫ GeoRouting▫ GeoContact▫ Smart Router

MARKETING FEATURES

▫ Account Structure▫ Call Triggers▫ Custom Fields▫ White Labeling▫ Agency Billing▫ Integrations


AGENDA

HELLO!I am Jessica Michaels

Google Guru & Product Coach

Lets connect Linkedin: https://www.linkedin.com/in/jessica-michaels-198a5423/

Twitter: @jessicacalltrac


SESSION 1

Call Management & AutomationAgent roles - Call Queues - Post Call Survey -

GEO - Smart Router


CALL MANAGEMENT & AUTOMATION

Personalize the customer experience with advanced routing and management tools

▫ Agent Roles▫ Call Queues▫ Post Call Surveys▫ Geo Routing▫ GeoContact▫ Smart Routing


BIG CONCEPT


User Roles

▫ Call Agent▫ Call Manager▫ Report Manager▫ Administrator

▫ Agency Administrator▫ Marketing Manager▫ Billing

AGENTS


Access Controls

Access control groups allow you to customize the level of access your users have within your account. You can use them to limit which numbers are visible for a particular user, hide information in the call log, and toggle access to certain features.


WORKING SESSION

Create 6 new users for our account, create tracking sources & purchase numbers.

▫ 2 users on the sales team - Call Agents▫ 2 users on the support team - Call

Managers▫ 1 user for HR - Administrator▫ 1 Appointment Scheduler - Marketing

Manager

AGENTS


WORKING SESSION

Create 6 new users for our account

1. [email protected], Mickey Mouse2. [email protected], Minnie Mouse3. [email protected], Donald Duck4. [email protected], Daisy Duck5. [email protected], Goofy6. [email protected], Pluto AGENTS


mailto:[email protected]












Call queues route inbound calls to groups of agents based on schedule, weighting, skills, or caps.

Call queues offer routing options such as:

▫ Simultaneous routing ▫ Round robin▫ Sequential dialing ▫ Sticky routing ▫ Weighted routing

CALLQUEUES


WORKING SESSION

Create 4 call queues, assign agents to them and update IVR menu to route to the queues.

Call queues:

▫ Sales team - Mickey & Minnie Mouse▫ Support team - Donald & Daisy Duck▫ HR - Goofy▫ Appointment Scheduling - Pluto

CALLQUEUES


LET’S REVIEW SOME CONCEPTS

POST CALL SURVEYS

Post call surveys are another great way to track sales on your calls. Our call routing will prompt your agent to take a post call survey after the caller hangs up. By using the keypad on their phone, they can indicate whether a sale has been made and the revenue amount associated. This information will populate in your call log and feed into your reports.


POST CALL SURVEYS


GeoRouting

GeoRouting (geographic routing) automatically routes calls to the location that’s most relevant to the caller.

Businesses may automatically route callers to their closest location using Caller Insights, or by asking callers to identify their location by keying in their zip code.

GEO



GeoContact℠

GeoContact allows a business to dynamically replace the phone number on their website based on the visitor’s geographic location.

This provides a whole new dimension to number insertion and allows businesses to improve conversion rates and the customer experience on their website.


GEO

SMART ROUTING

SMARTROUTING

Call routing just became a whole lot smarter.

Achieve the maximum value with the fastest resolution and with the greatest satisfaction, all in the shortest time. Smart routing allows businesses to route calls based on the caller’s online activity, their history with your company, their demographic information, or based on custom fields you create in the software.


10 MINUTE BREAK


SESSION 2

Marketing Integrations


Marketing Plan Integrations


SESSION 3

Agency FeaturesMaster & Sub-accounts - Call Triggers - Custom Fields

- White Labeling -Agency Billing


Place your screenshot here

AGENCY FEATURESUnlimited number of sub accounts



TRIGGER

Call triggers can be used to automate processes in your account based on specific aspects of a call, such as applying tags, adding dollar values, sending text messages, or updating custom fields. Actions can be triggered at the start or end of a call, or based on events detected during a call.


CALL TRIGGERS


CUSTOM FIELDS

Custom fields extend contact and log entries by allowing you to add your own fields for important pieces of information you’d like to associate with a particular call or caller.

Custom fields are grouped together into “panels”

▫ Panels can be displayed as call log columns (one per account) or call log action icons

▫ Up to 30 custom fields can be added for each account

▫ Once added, custom fields cannot be deleted, only renamed


CUSTOM FIELDS


WHITE LABELINGS

White labeling allows an agency or reseller to place their own branding on the CallTrackingMetrics product and gives their clients access to the system on a domain of their choosing.


WHITELABELING


AGENCY BILLING

Two main billing options for agencies

1. Sub accounts are paid for by agency (“Agency”)a. All sub accounts share one available

balanceb. Agency credit card funds the balance c. Good choice when wanting to white

label/resell 2. Sub accounts are paid for by customer

(“Customer”)a. Different available balances for each sub

account b. Customer credit cards fund their

respective balance. c. Not white labeled- customers will see

CTM on their credit card statement.


AGENCYBILLING

agency tools marketing & day 4 - calltrackingmetrics€¦ · 2 users on the sales team - call...

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