What are you guys using to track phone calls? Currently we issue a ticket to the person who takes the call and then BCC the customer a response if needed, but it does not work well when you have to go back and track past calls.

The rep who takes the call, can start a ticket based on the caller's issue, just the same as when the client logs in and creates a TT. That's how we handle it. So the 3 reps have the same pool of TT's and when an issue has been resolved, the other reps know about it.

We use a developed windows app to log calls, it can email and or use SMS to contact clients,sales and field engineers, as well as receive SMS and email back in.

We start a new ticket for the client, if required we send them a copy. We also keep a seperate log to match against toll-free calls, really sucks when you find some who are local to you calling you toll-free all the time.

Most PBX systems come with an option to record phone conversations... Programming your PBX to do so randomly is helpful, but I find the best way to 'monitor' calls without eating more harddrive space than you could imagine is to stand over someones shoulders :) Though it bugs the hell out of people...

Originally posted by midphase-Dan
Most PBX systems come with an option to record phone conversations... Programming your PBX to do so randomly is helpful, but I find the best way to 'monitor' calls without eating more harddrive space than you could imagine is to stand over someones shoulders :) Though it bugs the hell out of people...

Yea, we can do that without a problem. But the goal here is to track calls so if someone called a week ago with a problem and it wasnt resolved,etc,etc.

We have an Access Data base with all the customers accounts in there and we log in every call through Notes on each account with the date that they called so we can eaisly go back and see what's been done in the past.