Outbound call tracking setup, call outcomes and reporting
CareHQ can be used to track outbound calls made in response to care enquiries, allowing call recordings to be reviewed if required, along with user summaries, following each successful call. The statistics related to tracked outbound calls also form the basis of the "Call outcomes" and "Time to call" reports, allowing for further valuable insights.
This article covers how to set up outbound call tracking for any of your care locations, how to review call summaries/outcomes, and the reporting available as a result of using call tracking.
When outbound call tracking has been set up, all recording remains optional - there is no requirement to record every call. Call tracking is for use with care enquiries only, not for any other phone communications.
There is also a set period of time after which a call recording will be automatically removed. This period can be updated according to your requirements/policy.
If you would like to use outbound call tracking please contact support and we can enable this feature for your CareHQ account. Once enabled, the remaining setup can be completed by any Account owner user.
How to set up outbound call tracking
Follow the steps below to allow users to make tracked outbound calls in response to care enquiries.
Verifying the phone number for a location
Each care location requires its phone number to be verified before tracked outbound calls can be made in relation to a care enquiry for the location.
The location's verified number will show as the source of all tracked calls for recipients, so that care seekers have a consistent experience and can recognise the caller when being contacted in relation to an enquiry.
To set up a verified number for a care location, follow the steps below:
- From the main navigation menu, select Locations and then select the location.
- If the location has not yet been verified, scroll down to the Contact info section and select Verify phone number.
- Select Request code and an automated call will be made to the phone number for the location.
After selecting Request code, a six digit verification code will be displayed on the screen. The automated call will also speak the code, and will ask for the code to be entered for verification of the phone number. This means that the verification call recipient doesn't necessarily need to be close to the computer, as the code to be entered will be confirmed both on screen and within the call.
- Enter the verification code using the phone keypad while on the automated call, and the call will confirm that the number has been verified.
- Select the Verify button on screen to confirm within CareHQ.
The Details tab for the location will then display a Verified status tag next to the phone number within Contact info.
Adding call reasons
Before making a tracked call, the user is required to select a predefined call reason to classify the call.
To add a call reason to those available, an Account owner user should follow these steps:
- Select Account from the main navigation menu, then select the Groups tab.
- From the Group type menu select Call reasons, then select Add.
- Enter a Name for the call reason, for example Follow up or Book a visit, and optionally a Description, then Save.
To add further call reasons, repeat the last two steps above.
Outbound phone number set up for a user
Each user that needs to make tracked outbound calls must initially set up their outbound phone number(s), as CareHQ will not use the stored default mobile number on their profile - only number(s) that the user has added specifically for outbound calls. This can include the mobile number stored for their account, but if so it must also be added to their outbound phone numbers.
A user can add one or more outbound phone number(s) to their profile by following the steps below:
- Select your name at the bottom of the main menu, then select Update my profile.
- At the top of the page, select the Outbound phone numbers tab.
- Select Add then enter a Name to help you identify this number, and enter the Number itself, then Save.
To add other numbers to the list, repeat the last step above.
With the setup completed, it's straightforward to make a tracked outbound call. The user starts the call from CareHQ, and their chosen outbound number (mobile or landline) will be called by the system. The user answers the call and then the selected care enquiry number is automatically dialled just as when making a standard call.
You can read How to make an outbound call to a care seeker for more detail on the making of tracked calls and the recording of outcomes.
Call outcomes and reporting based on outbound call tracking
When call tracking is in use, care enquiry records can be visited to review call recordings and notes, while the Call outcomes and Time to call reports provide a broader overview of response to care enquiries based on tracked calls.
Reviewing the calls for a care enquiry
To review the tracked calls/call outcomes for a care enquiry, follow the steps below:
- Select Care enquiries from the main menu, then find (filter/search if necessary) and select the appropriate care enquiry.
- Select the Comms tab, then select Calls to view the list of tracked outbound calls made for the enquiry.
The Calls listing presents the key details for each call including From and To, Date/Time, Status, Talk time, Reason, and Outcome. If recording is enabled and a recording exists for the call (all calls which were completed/answered), a blue recording icon will be displayed after the Talk time.
- Select a call from the list to view full details including the call recording which can be reviewed via the play button, and the call summary entered by the user who made the call, following its completion.
Reports based on tracked outbound calls
The Call outcomes and Time to call reports use tracked outbound calls to care enquiries as the basis of their statistics. If outbound call tracking has been enabled for your CareHQ account (and tracked calls have been made) these reports can be found in the Sales section of the Reports list.
Call outcomes shows the number of calls made to enquiries for each location where call tracking is used, and includes stats for number of calls answered, how many were successful, and the number of enquiries converted following a tracked call within the selected period.
Time to call reports the time taken to call a care enquiry for each location, from the point it was added or imported. This is based on care enquiries which are currently Pending, or were pending and have since moved to the Spoken to status. Figures include the number of enquiries called and not called, plus mean, average, min and max times for those called. Please note that enquiries marked as Spoken to at the point they were added/imported (following an inbound call about care) will not be part of this report as they were spoken to as part of the initial enquiry.
The stats for either report can also be viewed by location group, if location groups have been added for your account.