07-22-2021 01:34 PM - edited 08-03-2022 10:41 AM
Your Invoca account can help you salvage high intent calls that didn't result in sale. This article will help you configure Invoca to identify calls that weren't properly received into your call center, then track them on your Invoca dashboard for easy follow-up.
Invoca identifies your missed opportunity calls using Signals, which can recognize the following conditions:
You can also combine these conditions to identify more complex — and potentially higher intent — missed opportunities.
Tracking your missed opportunities is perfect for a regional sales manager looking to identify problems at low-performing branches, or a sales representative looking to follow up with high-intent customers whose buying process got interrupted. We recommend you have phone call recordings and/or transcripts enabled to get the full utility out of validating these Missed Opportunities features — however, neither is required.
To start identifying missed opportunities, follow our guide How to create rule-based Signals using Signal Builder to create a new Signal. Keep in mind that these Signals can only apply to phone calls you've set up Invoca to record.
Build your new Signal using one or more of the following conditions:
Here are a few examples you might want to try…
To add a "NOT" condition, switch your Signal Builder view to Text, then
add an "!" before that condition. The Signal will now indicate when the
condition doesn't happen, rather than when it does.
Once you've got your Signals set up exactly how you want, you can track them easily on one of your Invoca Dashboards! Follow our guide An introduction to your Invoca dashboard to create a new Dashboard tile tracking your missed opportunities, helping you track the efficacy of your call centers and flag calls for follow-up. You can also publish those dashboards to your team members, helping everyone stay on the same page! Try creating dashboard tiles to track your percentage of calls that result in missed opportunities, or chart missed opportunities alongside total calls for each store or region.
• How to create rule-based Signals using Signal Builder
• An introduction to your Invoca dashboard
• How to review your phone calls by listening to recordings and reading transcripts