As the name suggests, a call ending reason is a way for an agent to record the outcome of a call. LeadDesk offers a standard set of reasons to choose from, but you can also create your own, either globally or specific to individual campaigns or projects.
Standard call ending reasons
These call ending reasons come as standard with LeadDesk. Some are required, others can be hidden if they aren’t relevant to your work:
- Deal. The agent sold a product or service to the contact.
- Callback. Puts the contact on a list to receive a further call.
- Busy. The line was busy, so the agent couldn’t speak to the contact.
- Voicemail. The call went to voicemail.
- No deal. The contact declined.
What can a call ending reason do?
Recording an outcome means that later, you can create reports showing the call ending reasons. In addition, selecting a call ending reason can perform certain actions, including:
- Remove the contact from the contact list. More specifically, the contact is marked as finalised and will not be called again.
- Move all the contacts for the same company to a different contact list.
- Move the contact number to a blacklist.
- Send a message to the contact.
- Set a waiting period before calling the number again.
If you have particular call ending reasons that you anticipate agents will use a lot, you can set a shortcut key for that call ending reason.
If you are an admin wanting to learn more about creating global call ending reasons, check this article.