Callers

The "Callers" tab shows all of the Team Members who have been granted permission to accept scheduled calls. This section is designed to give you an overview of each Team Member's status as a scheduled caller and to give organizational leaders the data to keep their Team Members accountable.

By default, new scheduled callers will have the "Active Caller" toggle enabled, but you can disable this toggle to temporarily disable their ability to accept calls.

Each column in the table above provides a useful piece of data for maintaining a successful scheduled call program. Here we break them down into more details:

Scheduled Calls: The total number of scheduled calls assigned to a Team Member over their entire history.

Made Calls: The total number of scheduled calls that a Team Member started through Solidarity Tech, answered or not. Zoom calls count when the meeting has ended.

Missed %: The share of a Team Member's past scheduled calls that they missed. Aim for a missed call percentage of 15% or lower.

Last 7: The status of the last 7 past scheduled calls assigned to a Team Member. Click on the icon to see a longer overview of the last 7 calls. The color of the icon is green if the Team Member has missed 1 or no calls, yellow if they have missed 2, and red if they have missed 3 or more. These counts assume that the Team Member has 7 past calls. In a successfully scheduled call program, the majority of active callers will have green icons.

Average Duration: The average length of the calls counted in 'Made Calls'. Started calls that the contact did not answer are part of the average.

Trained By: Select the Team Member who trained the caller here in order to ensure that they're onboarded correctly. Once the new caller is assigned their first scheduled call, the trainer Team Member will receive a text letting them know that they should reach out to the new caller to ensure they feel ready to make that first call. The first call is the most likely to be missed, so a little reassurance goes a long way. The trainer Team Member also gets a text when the caller misses a scheduled call. You can set a "Call Captain" at the Page-level to send these texts to a specific Team Member instead.

Active Caller: Turn off this toggle to stop new bookings with the Team Member. Calls already booked stay. The toggle needs the 'Manage Scheduled Calls' permission.

Zoom: if the Zoom icon is filled in in blue, that means that the Team Member has connected their Zoom account and can receive scheduled Zoom calls.