Most telecalling floors in India run on a mobile, a sheet and a notebook. The numbers are on the sheet, the history is in someone's head, and when a good caller leaves, their customers often leave with them. The Workspace gives your people one screen to dial, talk and save outcomes, in the browser with a microphone and with no app to install.
People do not change their habits in a day. Here is a week that has a fair chance of working.
Before Monday: the manager's list
- Get numbers. Calling from the Workspace needs a number of your own, which our team assigns. Give each to a person or a desk on Phone Numbers. A number given to a person rings them first.
- Invite people in Team Members with the Telecaller role. Whose data decides what they see: own, team or everyone.
- Give them their contacts. A Telecaller sees the contacts given to them, the ones they have called and their callbacks. In Contacts, select rows and press Give to.
- Decide on recording, and whether the notice plays. If you switch the notice off, your people must tell the customer themselves.
- Agree your outcome list. Every saved outcome lands on a contact, and everything you measure later hangs on people using these the same way.
Monday: one headset, one small list
Start with your two most willing callers and twenty contacts each. Show them the status first: Available, Break or Offline. Break and Offline only stop hand-overs ringing. They can still dial. Then the dialpad: type a number or find a customer by name, and press Call or Enter.
The screen changes when the call starts. The customer's record is on the left, with their calls and messages. The controls are on the right. Have them save an outcome after every conversation today, until it becomes a reflex.
The first mistake: reloading the page
Reloading during a call hangs up on the customer. The browser asks first, and someone will press yes anyway. Tell them on day one.
Tuesday: practice before pressure
Give new people Practice calls in Team Members. An AI customer rings them on the same screen, with a made-up account, and it rings nobody real. More on that in training on practice calls. If your plan's practice allowance is small, spend it on your newest hires.
Wednesday: the wrap-up habit
Hang up and save ends the call first. Calls come to you again when the wrap-up time runs out, even if you have not saved, so save first. That is the second mistake, and it shows up as calls with no outcome on people who are otherwise doing fine.
Introduce the Callbacks page today. It lists the calls you promised to make back and the team's missed callers. Clicking a number on these pages dials it straight away and is billed once the customer answers. Tell them that as well.
Thursday: the rest of the floor
Bring in the others. Set break reasons and limits. A break past its limit is flagged on the floor, and nothing ends a break by itself. Now you can see who is free, on a call or on a break, without walking round.
If you plan to protect your customer list, turn on number masking now, before people get used to seeing the digits. They keep calling from the contact, and the real number still rings.
Friday: step in, and take stock
Listen to a few calls with live supervision if your plan has it. Ask for help tells your supervisors, and the caller sees on screen when one is listening or whispering, so nobody is being watched in secret. Then read the week's calls and find out who is using outcomes well.
The third mistake: Do not call
Do not call puts the number on the Do-Not-Call list for everyone. It is the right button when a customer asks to stop, and it is the wrong one when somebody merely sounds annoyed. Spend five minutes on the difference.
What it costs
A manual dial is billed only at your plan's staff-call rate, once the customer answers, with no AI price on it. It comes from included minutes first, then your wallet. A recorded Workspace call is also transcribed live, charged per minute where your plan prices it. Number rent applies beyond your plan's allowance. All of it is on the pricing page, which also shows which plans include the Workspace.
What comes next
Once the floor is used to the screen, the same page takes hand-overs from your AI, with a private brief, so your people start hearing calls that are already warm. A power dialer is also built and in testing. It is on no plan today, so plan your floor without it. The Workspace guide has each step in detail.