Inbound and Outbound calls can be recorded and monitored both for  quality and assurance purposes as well as for lead validation.

Enable record feature for inbound calls.

    1. Make sure the recording feature on your TFN is enabled. 

​Access and monitor inbound call recordings 

      1. Select Call Center from the menu and click on Call Recordings to access ALL recorded calls.

        2. Monitor calls to determine whether they're actually qualified leads.   Select Call Center from the menu and click on Call Monitoring. Then, click edit to access edit section. 

         3. On the edit page you're able to listen to the recording and enter any missing information, like the prospect's name, the product/program they're interested in and whether it's an inquiry or a non-inquiry.
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          4. Recordings can be downloaded or emailed if you'd like to share the file or save a backup. 

           5. Once the call has been monitored and marked as a qualified inquiry, it moves to the Lead Validation section where the call can be attached to a newly created lead or an existing lead already in the system.

            6. Search for an existing lead to attach to the "inquiry" call recording. Prior to creating a new lead for an inquiry call, you're able to search for existing leads to check if a matching one is already in the system as in the case when the prospect went online and submitted his information before he called. In the Lead Validation section, click on the search icon to populate possible lead matches.  

             7. If a match is found, click on the lead id to select it. Once the id is selected, it populates in the lead field. Then click the attach icon to link the call to the lead.

              8. If no lead is found, create a new lead and attach it. Click on the green plus sign and proceed to fill out the form. Once it's completed the lead id will populate in the id field. Click the attach icon to link the new lead to the call.