Key Concepts

The same phone number may exist for multiple contacts, accounts, and/or leads. This presents a challenge for our analytic to correctly deduce who was called; was it John or Sara, or someone else at Acme Corp? We have good news and bad news about this challenge.

The unavoidable bad news is that the quality of the answers heavily depends on the quality of the contact data in Salesforce. The best way to minimize errors is to make sure your salespeople keep their contacts and accounts as up to date as possible.

The good news is that it is in the interest of salespeople to get the direct number of customers as soon as possible. In addition, as an opportunity matures, prospects share their direct work numbers, which reduces the likelihood of the problem. However, we anticipate that the challenge of identical numbers is most likely to exist in new accounts.

If the analytic encounters multiple phone number matches, then it flags the issue by using red italics for relevant contact names in the Customer Call Summary of the Employee View page.

Click the red italics to learn more about the other contacts who share this number, and hopefully correct the problem in Salesforce.

 

The label is self-explanatory, but calls appearing in this category may indicate a larger issue with keeping contacts up to date.

You can determine whether a few unlisted numbers get heavy call and talk times; a good practice is to sort total calls or total talk time in the Customer Call Summary of the Employee View page.

Fixing this issue reduces instances of Not Found in Salesforce in the analytic, and raises the percentage in the Customer Focus field, which tracks calls to people and businesses in Salesforce divided by all calls made.

It is theoretically possible, but discouraged, for a salesperson to list their friends as contacts to prevent calls from being labeled as Not Found in Salesforce. These phone numbers and the associated talk times reappear in the Customer Call Summary. If an unknown number appears too frequently, you can always copy and paste the number into Google to learn more.

As a result, the use of the analytic drives the best-practice behavior of keeping the contacts up to date.

 

First, an opportunity is judged to be active if any of its fields are changed during the period of the query; the change could be something significant, such as the Amount field changing from $1,000 to $2,000, or it could be something relatively insignificant, such as updates to a minor field.

There are several reasons for tracking opportunity activity. Foremost, important conversations drive important changes in the opportunity, which is reflected by changing fields such as Stage or Probability (%).

As for passive opportunities, there are times when salespeople call accounts regarding something unrelated to the opportunity (such as talking about a support issue). If the opportunity is labeled as Passive, the analytic does not accidentally assume the call was about the opportunity. In addition, our research has shown that many Salesforce users create multiple opportunities that are later forgotten, which the analytic might accidentally start tracking.

 

The best way to make sure a call is associated with an opportunity is to log the call directly to the opportunity within the Virtual Office Salesforce application or under the relevant Task Information. Based on whether you are using Classic Mode or Lightning Mode, your task details may appear differently.

 

If the analytic encounters multiple active opportunities, then the issue is flagged using red italics in the Stage, Amount, or Most Recent columns in the Customer Call Summary of the Employee View page.

To learn more about the active opportunities, simply click the red italics. This displays the first five active opportunities. Click ... to open a full list of the opportunities in Salesforce.

In terms of which of the multiple opportunities appear in the single row, the analytic shows information in descending order, starting with the active opportunity with the largest deal size.

 

The analytic cannot automatically see who attended a conference call, other than the salesperson who dialed the number. As a result, these conversations are frequently labeled as Not Found in Salesforce. The salesperson can fix this issue by creating a task, adding the names of those who attended, and then relating that to the opportunity.

 

The analytic can process up to two months of call activity. The time constraint exists to prevent the user from waiting too long while the analytic processes the data. This means that a sales leader can only see two months of a salesperson’s call activity. For example, a sales leader can see Sara Star’s call activity for ABC Corp only for two months, like June & July, and cannot see all of her calls to ABC Corp in the year of 2016.