Call tagging: Conveniently sort and categorize your calls

Does your business or call center get a ton of calls? Then you’ll know how important it is to be able to easily sort and categorize both inbound and outbound calls. That’s where call tagging comes into play. Let’s take a closer look at call tagging: how the feature works and how it can help your call center run more efficiently.

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How Does Call Tagging Work?

Call tagging (sometimes also called call tracking) is a feature that lets you categorize phone calls based on a predefined set of criteria.

You can assign a custom tag to inbound and outbound calls as part of your After Call Work right at the conclusion of your calls. Think of tags as the ability to label call recordings for quick reference later.

You can also filter calls by their call tags, which will allow you to search through your call history based on a chosen label. Simply click on the tag to see a list of all calls with the chosen tag.

CloudTalk allows you to assign multiple tags to a single call, too. Calls can be labeled with different tags and combinations of related tags; for example, Claims and complaints, Technical support, New orders + VIP Customers, and so on.

Call tagging allows your call center agents to cut through the phone call clutter and prioritize your customers and their needs.

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How can call tagging help you?

Stay Organized

Having calls sorted into specific categories enables your call center agents to stay on top of contact center processes and navigate their workload much more efficiently.

Identify trends or challenges

When you have all your data labeled and clearly sorted into categories, it is much easier to identify trends and patterns regarding customer service issues, as well as marketing and sales methods.

Know customers’ emotions

Even the most exceptional support teams receive some angry customer calls. Tagging them and jotting down some relevant call notes allows you to better understand why they occurred.

Set effective strategies

Call tagging makes it easier to analyze your call center data using calls in your contact history. It can help you measure your contact center productivity and business performance.

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“I like (call) tagging the most. Assigning these tags allows us to assign contacts to make them easier and faster to find.”

Miriama T.
G2 Reviewer

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FAQs

What are Call Tags?

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.

What is the meaning of call tagging in a call center?

Among other cutting-edge call center capabilities, call tagging enables you to maintain organization in your call center operations. Your agents will be able to give top-notch customer service to your clients and remain on top of the most recent contacts with hot leads by adding various tags to the customer calls. In addition, call tagging enables easier navigation when it comes to studying consumer data and seeing patterns in customer interactions.

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Just click on the “Numbers” tab, click “Buy a number” and our team will get you sorted with your new number in short order.

Why is tagging important in call centers?

In call center settings, maintaining organization is crucial. Contact centers frequently experience overload due to their heavy call volume and workload. It is possible to categorize and navigate through a variety of consumer contacts thanks to contact tags. Call tagging enables your agents to stay organized, identify and see trends and challenges in customer service, better understand customers’ emotions and create effective strategies.

What some popular tags to use?

Some of the most commonly used tags include technical support, sales department, customer complaint, order return, etc. You can also use mandatory call tags that force agents to assign a certain tag and fulfill some additional information like number, company, and agent right after a phone call to treat customers professionally.

How can I create custom tags?

Integrate your CloudTalk account with your favorite business tool. Thanks to integrations, when synchronizing contacts, CloudTalk automatically applies a tag to each of them – with the name of the integrated business tool from where they have been retrieved. Check out this guide to get started.