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Performance Template Overview

Chaz Tedesco

Introduction

Welcome to the CallTools Power Contact Center Performance Template knowledgebase guide. This document will take you through all aspects of the performance template, its features, and how to optimize your contact center workflow using it.

1. Contact Fields

The performance template includes a streamlined set of standard fields:

  • First Name

  • Last Name

  • Address (City, State, Zip Code)

  • Primary Phone Number

  • Secondary Phone Number

  • Email Address

  • Company Name (added by default, but additional custom fields can be created as needed)

2. Call Dispositions

The template comes with a set of predefined call dispositions:

  • Goal Disposition (Should be renamed based on business needs, e.g., "Appointment Set" or "Sale Made")

  • Callback Scheduled

  • Customer Hang Up

  • No Contact

  • Left Voicemail

  • Not Interested

  • Wrong Number

  • Busy

  • Call Back Later

  • Do Not Call (DNC) Options

3. Live Filters & Optimization Strategy

Out-of-the-box live filters help in segmenting leads:

  • All Leads in the Database

  • Leads with 0 Dials

  • Leads with 1-5 Dials

  • Leads with 6-10 Dials

  • Leads with 11-15 Dials

  • Leads with 16-20 Dials

  • Leads with 21+ Dials

  • Previous Agent Call Disposition (Filters connected leads that have not received a negative disposition)

Live Filter Optimization Strategy

  • Live filters segment data based on call count and previous interactions.

  • Filters are organized from lowest call count to highest.

  • Previous Agent Call Disposition filter: Identifies leads that have previously connected but not received a negative disposition.

  • Performance Tracking Metrics:

    • Connection Rate (successful calls)

    • Conversion Rate (goal completions)

  • Data optimization:

    • Run different live filters periodically to compare results.

    • Adjust calling strategies based on trends.

4. Redial Rules

CallTools ensures uniform redial attempts to maximize contact efficiency:

  • Up to 15 contact attempts per lead

  • Disposition-based redial rules:

    • No Contact / Left Voicemail / Customer Hang Up / Busy / Call Back Later: 4-hour wait before retrying

    • Outbound Catch-All (No Answer, Busy, Failed, Voicemail, Abandoned): 4-hour wait before retrying

  • Designed to optimize calling within an 8-hour workday

5. Goal Automation & Performance Reporting

  • The goal disposition triggers conversion tracking.

  • Reports where goal conversions can be tracked:

    • Campaign Performance Report

    • Live Filter Performance Report

    • Agent Performance Report

    • Tag Performance Report

  • These reports help identify top-performing agents, lists, and filters.

6. Account Settings

  • The Agent Dashboard Stats feature is enabled by default.

  • Agents will see key stats such as:

    • Completed Calls

    • Current Status

    • Active Time

    • Joined Campaign

    • Goal Completions

    • Most Recent Call Disposition

7. Vendor Role & Permissions

A dedicated vendor role is included for lead vendors:

  • Permissions include:

    • Send & Update Contacts

    • Create Tags

    • Assign Contact Owners

    • Ping Live Agents & Queues

  • Vendors cannot query or extract database information.

  • Vendors receive access via API keys under Integrations & API Keys.

8. Connectors

  • The template includes Zillow and Google Maps connectors by default.

  • Additional integrations can be requested via the CallTools Integrations Team.

  • Connectors can be used for:

    • Transfer Destinations (e.g., queue routing, static locations)

    • External Platforms (Google Forms, Project Sunroof, etc.)

9. DID Groups & Caller ID Strategies

DID Groups:

  • Active (registered and ready-to-use numbers)

  • Warm-Up (newly registered numbers to avoid spam flags)

Caller ID Strategies:

  • Least Recent: Uses the least-used number from the group.

  • Local Presence: Matches the area code closest to the lead.

  • Failover Mechanism: If no local presence is available, defaults to Least Recent.

10. Inbound Queue & Auto-Answer

  • A main inbound queue is created automatically.

  • Agents are immediately joined to the queue upon logging in.

  • Auto-Answer Feature:

    • Calls connect to the next available agent automatically.

    • Reduces dropped calls and increases connection rates.

    • Typically 2-3x higher conversion rate for inbound vs outbound calls.

11. Support & Assistance

For additional help:

  • Email Support: support@calltools.com

  • Help Button: Inside your CallTools account

  • Live Chat or Phone Support: Available from 5:00 AM to 5:00 PM Pacific Time

Conclusion

The CallTools Performance Template is designed to optimize your outbound and inbound operations efficiently. With pre-configured settings, automated tracking, and optimized workflows, this template ensures your contact center runs at peak performance. If you have any questions, our support team can always assist you!

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