Outbound Calling

Phone & Messaging

Outbound Calling

Overview

Lead Fuel CRM provides built-in calling functionality that lets you make professional phone calls directly from your browser or mobile app. The calling interface is integrated with your contact records, allowing you to take notes, log call outcomes, and maintain complete call history without switching between applications.

Making Your First Call

Call Interface Features

During-Call Controls

While a call is active, you have access to several tools to enhance your conversation:

• Mute: Quickly mute your microphone without ending the call
• Hold: Place the contact on hold while you access information or consult with team members
• Transfer: Transfer the call to another team member or department
• Keypad: Access a virtual keypad to enter extensions or navigate phone menus
• Speaker: Switch between speaker phone and handset audio modes
• Quick Notes: Jot down important details during the call that auto-save to the contact

Call Timing Display

A real-time timer shows how long your call has been active. This helps you track call duration for billing purposes, service level agreements, or simple awareness of time spent on each conversation.

Call Recording and Compliance

Call recording helps teams maintain quality standards and provides legal documentation of conversations. Lead Fuel CRM handles recording with full compliance in mind.

Recording Settings

• Enable automatic recording for all outbound calls
• Record selectively based on contact type or campaign
• Require consent notifications before recording begins
• Automatically pause recording if the contact requests
• Set retention policies for older recordings (30, 60, or 90 days)
• Access recordings immediately after call completion

Important: Always check your local and state recording laws. Some jurisdictions require explicit two-party consent before recording calls. It's your responsibility to ensure compliance with all applicable telecommunications regulations.

Logging Call Notes and Outcomes

After each call, Lead Fuel CRM prompts you to log important information about the conversation. These notes become part of the contact's permanent record and help your team provide consistent, informed service.

Call Outcomes

Select from predefined call outcomes that categorize the result of your call:

• Connected: You spoke directly with the prospect or customer
• Left Voicemail: The call went to voicemail and you left a message
• Busy: The number was busy when you called
• No Answer: The call rang but was not answered
• Wrong Number: You reached an incorrect number or person
• Callback Requested: The contact asked you to call back at a specific time
• Do Not Call: The contact requested to be removed from calling lists

Adding Notes

The notes section captures details about the conversation. Include key information like objections raised, products discussed, next steps, or personal details that help personalize future interactions. Use consistent formatting so all team members can quickly understand previous conversations.

Tip: Create call note templates for different scenarios. This ensures consistent information capture and speeds up the note-taking process, especially during high-volume calling days.

Call History and Playback

Every call is logged in the contact's history. You can access previous calls, listen to recordings, and review notes at any time. This complete history helps maintain context during future interactions and supports training and quality assurance processes.

Need more help? Contact Lead Fuel CRM support for personalized assistance.