@Dan Sayer How does your group of stores ensure all sales calls are entered into the CRM? Do managers manually verify this by comparing TotalCX call logs with the CRM, or is it automated? I'm asking because you mentioned prioritizing hunt/queue routing based on close rates and appointments. Obviously, if reps selectively enter calls, that will inflate their metrics. We do it manually, but it's such a time suck.
Modified CRM Round Robin
- Thread starter Tallcool1
- Start date
This past winter, we significantly improved our ability to track all calls with confidence by implementing TotalCX’s PBX system along with its tracking tools (InteractivTel/TotalCX/CallRevu/whatever they are now lol). Each salesperson has their own extension and direct inward dialing (DID) number. This setup allows us to track and record all inbound and outbound calls, including those made from extensions and DIDs.
TotalCX’s system includes AI-based call reviews, which tag “Opportunity” calls in its tracking dashboard. However, daily call reviews are more efficient using DriveCentric’s call log (TotalCX integration). DriveCentric automatically tags each call with the customer’s name (if they exist in the CRM) and the Deal Status, if applicable. Managers can quickly skim AI-generated call summaries in DriveCentric’s log view to bypass irrelevant calls like “where's my title” or “service didn’t answer, so I pressed 2.”
I encourage managers to build a habit of spot-checking calls rather than attempting to review every single one. Consistent spot checks often reveal recurring themes with individual salespeople, enabling targeted coaching.
Our team has a high success rate in capturing accurate contact details because we train them to say, “The number showing on my caller ID is XYZ ABC. Is this the best number to reach you?” This direct approach avoids overused scripts like, “In case we get disconnected, what’s the best number to reach you?” where a shopper can just say "don't call me". Are their opportunities to improve? Always.
