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CTM Call System

Call Tracking Metrics (CTM) is the new system taking over form AnswerConnect. Instead of humans answering each inbound call form a call center, an AIVoice Bot will answer the call, ask specific questโ€ฆ

Call Tracking Metrics (CTM) is the new system taking over form AnswerConnect. Instead of humans answering each inbound call form a call center, an AIVoice Bot will answer the call, ask specific questions and then forward the caller to the relevant team member.

Who calls will transfer to:

  • Sales inquiries - Jay (e.g. inquiring about cost and availability of 188 Lafayette st)
  • Marketing - Anna (e.g. do you offer influencer partnerships)
  • Production - Queenie (e.g. can we vinyl a window)
  • On-site operations - Sean (e.g. client locked out during their pop up)
  • After hours / emergencies - Jay (e.g. flooding at 7pm)

Each channel (website, Meta ads, Google ads) will have unique phone numbers that will re-direct to the one main number so we can track where each caller came from.

Eg. Emily Garlick from With Jean was on her desktop, searched "Parasol Projects" on Google, clicked our website, called the number in our footer. She was calling to ask about availability for May 28-June 1st. The AnswerConnect agent understandably couldn't answer the questions, took their message and ended the call. The call took nearly 5 minutes. They was a bit of confusion during the call.

To go through:

Activities

  • calls
  • contact - names, phone number, location, google ad conversion.
  • message - transcription
  • source - google adwords (keywords)
  • session data - desktop vs mobile, search keywords, referring website, which page on ourwebsite they called from (e.g. / means home page, Matilda Casey called from the 2 Rivington space page).
  • audio recording
  • routing - hubspot contact (e.g. Emily Garlick - hubspot calls)

AI Tools - VoiceAI - Alex - Agent

  • Every caller will be asked their email address - this is how it maps to hubspot
  • The goal is to connect the caller with the relevant team member asap

To do:

  • CTM transcript maps into HubSpot
  • Refine VoiceAI Bot - which questions to ask
  • New contact creation in hubspot (right now it is not mapping the names and email correctly but that is likely because it struggles to pick up on the answerconnect conversations, will the voiceAI this should work)
  • switch over date: April 16th (next Thursday)

How did we do?

Contact