Label & Track Every Call with Call Tagging

Stay in control of every conversation. With CloudTalk’s Call Tagging feature, your team can label calls in real time using custom or pre-set call tags. Whether it’s a sales lead, a billing inquiry, or a technical issue, you’ll always know what happened and what to do next.

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See Clearly, Act Swiftly

Improve Customer Service

Use caller tags to instantly flag complaints, leads, or support issues and prioritize urgent cases for faster, tailored responses.

Organize, Search, and Recover

Quickly search, filter, and retrieve specific conversations—no more digging through endless logs.

Uncover Trends and Take Action

Spot patterns and recurring issues through tagged call data, turning insights into more intelligent decisions and proactive improvements.

We’ve helped thousands of global companies

Case studies featuring customers who are building faster.

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Revolutionizing Revolut’s Efficiency and Saving 40+ Hours

“Thanks to CloudTalk’s reliability, we could improve sales teams’ performance and close more deals than we could have ever imagined.”

Jamie Devlin
Head of Operations

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Increasing productivity for 200 customer support agents

“With CloudTalk’s Analytics I now get to see every step of the way. We can find discrepancies and gain a much better understanding of our teams.”

Nelly Donnelly
Service Delivery Manager

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Delivering success for Glovo’s customer support team

“CloudTalk improved our team’s cost and efficiency. The script feature allows us to lead the calls in a much more systematic way.”

Yohann Bensadoun
Global Supply Growth

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Scaling outbound calls for MyHeritage 158 sales agents

“We have seen a significant increase in our outbound call volume. We can now reach out to more prospects and customers than ever before.”

Elay Sasson Call
Center Manager

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What Is Call Tagging?

Call tagging means labeling phone calls with descriptive tags that capture the topic, category, outcome, or required follow-up—like “Product Inquiry,” “VIP Customer,” or “Follow-Up Needed.”. These call tags help organize calls into searchable categories, making it easier to recall important details, identify patterns, and improve reporting.

Some businesses use a call tagging score in BPO to rate calls based on urgency, customer satisfaction, or sales potential. It allows customer service teams to quickly identify high-priority cases, improving First Call Resolution (FCR), and boosting agent productivity.

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How Does Call Tagging Work?

When a call comes in, agents can select from existing calling tags or create new ones, either during the call or right after it ends. These tags are stored alongside the call details, including recordings, notes, and customer data.

Many call centers include a Mandatory Tagging option to ensure every call is properly labeled before it’s closed. This helps maintain clean, consistent data and makes it easier to track key issues and priorities.

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Benefits of Call Tagging

Turn Every Call into Actionable Insights

Improve Efficiency and Productivity

Quickly organize calls by type, outcome, or priority using tags. No more sifting through endless records or guessing details. Agents stay focused and move faster with clear, structured information at their fingertips.

Upgrade Reporting and Analytics

Analyze call performance by category and easily track trends or campaign outcomes. Spot recurring issues, high-value leads, or support bottlenecks in seconds. Use these insights to track the exact outcomes of campaigns or recurring issues with precision.

Drive Smarter Business Decisions

Consistent call tagging shows you what’s working and what needs attention. Identify customer pain points, sales opportunities, and recurring problems fast. Prioritize your next moves with real, organized data from every conversation.

Strengthen Team Collaboration

Give teammates instant access to call context without replaying recordings. Tags offer quick clarity on what happened, what was decided, and what needs follow-up. It keeps everyone aligned and makes teamwork smoother and faster.

Transform Every Call into Smart, Actionable Data

By combining call tagging with CloudTalk’s AI-powered features such as Smart Notes and Automatic Call Summaries, you can instantly capture important details from every call. This seamless organization helps your team analyze outcomes quickly without spending time on manual notes or data entry.

As a result, no insights slip through the cracks, allowing your team to make faster, better decisions and provide more effective, personalized customer service.

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Features

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Contact Tags

Easily categorize and manage customer interactions with smart tags. Improve efficiency and deliver personalized customer service.

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Flagship Feature

Wallboard

Showcase real-time performance and call center metrics to your entire team — live and in a variety of different formats.

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User Management

Upload users, assign permissions, and manage call queues and ringing strategies in bulk without any extra effort.

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Flagship Feature

Analytics

Access centralized data on your team’s performance, and use it to optimize operations, cut costs, and close more deals.

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Frequently asked questions

Everything you need to know about the product and billing.

What does it mean when you tag a phone call?

Attaching a call label or category to a call to track, review, and report it easily later.

What is tagging on my phone?

Assigning tags to calls in business systems like CloudTalk to organize by type, urgency, or next steps.

How do call tags work?

Agents tag calls during or after the call. Tags get stored in call details, can be filtered in reports, trigger workflows, and personalize future interactions.