INBOUND CALLS

The lead ringing you back is the warmest call of the day.

They've decided to talk to you. If that call reaches a voicemail, or an agent with no idea who they are, you've wasted the best moment you'll get.

41callers hung up last month

48smedian before they gave up

1ring before it's answered

Outbound gets all the attention. The callbacks quietly rot.

Most floors set up their dialling carefully and leave the inbound side to whatever the phone system does by default. Then someone rings the number on their missed-call list and gets a queue with no message, or a person who has to ask who they are.

Nobody sees this happen. The people it happens to don't ring twice, and there's no report called "people who tried to give us money".

Agent workspace · incoming

Incoming · matched before answering

Sarah Doyle+44 7700 900164

Last callTuesday · 4m 08s

SourceMeta ads

Owned byJames — who called her

In queue12 seconds

AnswerSend to voicemail

Matched to her record before anyone picks up, so whoever answers already knows she was called on Tuesday and what was said. Twelve seconds in queue, with hold music rather than the silence that sounds like a dead line.

How an incoming call is handled

Whoever picks up knows who's calling before they say hello.

It goes to the person they know

The agent who last spoke to them gets it first. Familiarity is worth more than speed on a callback — they've already had the introduction once.

The record is already open

Name, what they enquired about, what was said last time and what was promised. No asking a warm lead to explain themselves again.

A real queue, with hold music

Callers wait in order and hear something, rather than silence that sounds like a dead line. Your greeting and your recording announcement, in your own words.

Nothing lands nowhere

If no one picks up it becomes a message against that lead's record and a callback task with a name on it — not a mailbox nobody has agreed to check.

Anyone can take it

If the agent they know is mid-call, the next available person picks up with exactly the same context already on screen.

Inbound is recorded too

Same recording, same write-up, same scoring as an outbound call. Inbound isn't a blind spot in your reporting.

An abandoned call is a number you can see.

If someone rang you and gave up, that shows up — how many, and how long they waited first. Most phone systems don't mention it, which is why it's usually the cheapest problem on a floor to fix.

The people it happens to don't ring twice, and there's no report called “people who tried to give us money”. So we made one.

NextAll features →

Connect rateNumber rotation, local presence and reputation monitoring.The diallerPower and preview dialling on a queue that works out who to ring next.AI Call IntelligenceEvery call written up, scored against your criteria, and explained.