Call Tag
Enhance call center efficiency with LiveAgent's customizable call tags. Organize calls, boost customer service, and increase sales. Try free now!
4 min read
Customer support
Call Center software
+1
What is call tagging?
The call tagging feature allows you to put various labels on your phone calls based on the context. It is a powerful business tool that can be added to the advanced call routing system to further streamline the contact center processes.
For example, a customer makes a call to your call center to complain about a product or service. You can put a tag on it labeled “Complaints”. You can be as specific as you need. Add tags regarding certain types of products, marketing campaigns where the lead came from, or anything else that will help categorize customer calls your contact center receives.
Why is Call Tagging Important for Your Business?
There are many benefits of using a call tagging system in your call center. Let’s have a look at some of them.
Staying Organized
Having calls sorted into specific categories enables your call center agents to stay on top of contact center processes as they can navigate their workload much more efficiently.
Analyzing Calls
Call tagging makes it easier to analyze and study your call center data. It can help you measure not only your contact center productivity and business performance but also allows you to better assess the quality of leads different marketing campaigns produce.
Identifying Trends
When you have all your data labeled and clearly sorted into categories, it is much easier to identify trends and patterns in customer service issues as well as marketing and sales methods.
Tagging Angry Calls
Even the most exceptional support teams receive some angry customer calls. Tagging them allows you to better understand why they occurred. Is there a certain employee’s name that pops up in these interactions? Or perhaps there is a particular product or service that is associated with these calls.
Winning Back Your Leads
If you tag a precise reason why some of your qualified leads did not convert, you can provide context-based service and develop more accurate win-back strategies for your next interaction.
Identifying Challenges
When you identify and tag problems areas for your customers, you can create a more compelling strategy and increase your sales.
Using Call Tagging for Better Customer Service
Providing excellent customer service is not only important, but it is essential to achieve your business goals.
Call tagging can help your agents deliver more personalized service to the customers. For example, if they can see customer name tags, they can greet them by their names. You can categorize customer interactions using tags so the customer care reps can navigate their previous interactions with the clients.
Moreover, by implementing effective call tagging, you can easily analyze call recordings and identify dissatisfied customers. Spotting patterns in customer service issues is vital for the operations of your call center.
