Using call results & scheduling events

How they’re used

Call Results are used to prioritize your Active Queue in the Dialer and help you manage your schedule. For example, if you schedule callbacks or demos at certain times, the call results will make sure that those events are added to your schedule appropriately and they appear in your Next Action section as those events approach.

The call results also inform the “Predicted Dial Value ” (PDV) which impacts two things: (1) Sellfire Suggested Actions (which allows you to choose to dial the lead that Sellfire values the highest) and (2) lead stack ranking to help you prioritize your Active Queue, including any filters you’ve applied to sort them.

Note that every call result that you select applies to the entire lead (not only the specific phone number that you just dialed), so if want to dial another phone number on the lead or the same lead again, do not select call results that will put leads in Resting or Retired phases. Prior to confirming a call result, you will be presented with a warning that details what will happen with the lead after you have confirmed a call result.

Why they’re important

Every call result that you select directly impacts the leads that you receive and order of those leads in your Active Queue. They do this by influencing the Predicted Dial Value (PDV), moving leads to different phases / pipeline stages in the sales cycle, and triggering follow up actions that help you determine the most-opportune times to contact leads again.

Call results also directly impact the reporting that allows you and your leaders to monitor statuses and performance, strategize, and coach effectively. Because of this, to maximize your sales productivity, it is critical for both you and your organization that you are selecting the correct call results at the correct times.

Voicemail drops

When you encounter voicemail boxes while dialing, you are able to drop pre-recorded voicemail messages without staying on the call, which allows you to quickly move to the next task in your queue. Dropping these voicemail recordings will automatically log a No Contact > Left Voicemail call result on the lead to ensure the lead reappears in your queue at the appropriate time and applicable reporting is updated.

Setup

1. At the top of your left navigation bar, click your profile pic to navigate to Account Settings. Then navigate to the VOICEMAIL DROPS tab (shown below).
2. Add a name, description, and if an Enablement user has configured voicemail scripts for you to use, select the applicable script.
3. Click Start Recording to record your voicemail drop.
4. To verify that it saved as expected, find it under the Saved Recordings section.

Using voicemail drops

While in your current call screen, once you connect to a voicemail box, click the voicemail drop button at the bottom of your screen (shown below), and select the message that you would like to drop. Once you have selected your message, you will be disconnected from the call (a No Contact > Left Voicemail result will be automatically logged) and taken back to your Dialer section where you can call, text, and email as usual while your voicemail message is being recorded for you in the prospect's voicemail box.

Selecting call results

Call result buttons are presented to you in the right pane of the current call screen (shown below) and can be selected during a call or once a call has been ended. Every selection that you make helps determine the sales phase / pipeline stage, the lead value, the next action, and the timing of that next action for that lead. These selection options may vary slightly depending on where a lead is in the sales funnel to ensure the lead continues to progress through the expected next steps in the funnel.

Call results are organized into three steps:

Select with whom you spoke or a quick Suggested Disposition.
Select if you have an immediate action, scheduled action, or nonaction call result.
Select and confirm the specific call result.

_{Select with whom you spoke}	_{Immediate, scheduled, or nonaction}	_{Confirm call result}

Step 1: 'Who did you speak with?' definitions

_{Decision Maker}	_{The person who has the authority to make financial decisions for the business.}
_{Non-Decision Maker}	_{The person who does not have the authority to make financial decisions for the business.}
_{No Contact}	_{No two-way communication or contact was made with the business.}
_{Decision Maker via NDM}	_{The initial person who answered eventually passed you along to the person who has the authority to make financial decisions for the business.}

Step 2: 'What do you want to do next...?' definitions

_{Make Sale}	_{The sale is won. Payment information has been collected & processed. The Rep is ready to Confirm Account Details & Select Product Details.}
_{Schedule Next Event}	_{The lead requires additional follow up at a specific time. Scheduling a future event will prioritize leads in the Active Queue based on level of importance.}
_{Log Other Call Result}	_{A specific follow up has not been confirmed with the prospect. Logging other call results will recycle leads in the Active Queue per default or custom Sequences or remove lead ownership and put the lead into a Retired or Resting phase.}

Step 3: 'Confirm call result' definitions

Make Sale

_{Confirm Account Details}	_{Enter or confirm important details about the business that are valuable to your onboarding and support teams. Ensure this info is accurate. Typically fields like business name, contact info, and industry. The fields that populate here are completely configurable by an Enablement user in System Configuration > Your Organization > Make Sale Configuration.}
_{Product Selection}	_{The product(s) / service(s) that you are selling to this customer. Typically product names, prices, discounts, payment terms, contract lengths, and billing / onboarding notes. Ensure this info is accurate. The fields and product selections that populate here are completely configurable by an Enablement user in System Configuration > Your Organization > Make Sale Configuration and System Configuration > Your Organization > Manage Products.}
_{PandaDoc (optional)}	_{If the PandaDoc integration is configured for your organization, select the contract template and info that will be sent to the prospect using that template. Typically, if configured in the integration, the product(s), price(s), and discount(s) that you select in the Product Selection section will be included on the contract automatically.}

Schedule Next Event

_{Schedule Demo}	_{A 45-minute* event where you'll demo the product and answer prospect questions. This will result in an Initial Set if it is the first demo set of the current sales cycle.}
_{Schedule Follow Up Demo}	_{A 45-minute* event after already holding an initial demo with a prospect where you'll demo the product again to additional decision makers and answer their questions. This will result in a Follow Up Demo Set.}
_{Schedule Callback}	_{A 15-minute* event, specific or general time, during which you hope to get in contact with a prospect.}
_{Schedule Decision Call}	_{A 30-minute* event where you hope to get the prospect's final decision and close the sale.}
_{Reschedule Demo}	_{You are moving the demo that you had previously set with the prospect. This will result in a Rescheduled Set on the date that you processed the Initial Set if it is for the first demo set of the current sales cycle.}

* _{All event durations are configurable by Enablement users in System Configuration > Your Organization > Scheduling Details.}

Confirm call result when scheduling an event

_{Schedule Demo w/ DM}	_{A demo has been scheduled with the decision maker.}
_{Schedule Demo w/ NDM}	_{A demo has been scheduled with the non-decision maker (gatekeeper).}
_{Partial Demo}	_{A partial demo was performed. This will result in an Initial Set if it is the first demo attempted of the current sales cycle.}
_{Held Demo - Still Interested}	_{A demo was held, and the prospect is still interested. This will result in an Initial Set if it is the first demo set in the current sales cycle, an Initial Hold if it is the first demo held in the current sales cycle, and an OTF (on the fly demo) if the demo was held while the lead was in a cold call (pre-demo set) phase.}
_{Prospect Interested}	_{The prospect is still interested.}
_{Prospect Reached}	_{You were able to reach the prospect but have not determined if they're interested or not.}
_{Held Demo - Schedule Decision Call}	_{A demo was held, and a decision call is scheduled. This will result in an Initial Set if it is the first demo set in the current sales cycle, an Initial Hold if it is the first demo held in the current sales cycle, and an OTF (on the fly demo) if the demo was held while the lead was in a cold call (pre-demo set) phase.}
_{NDM Held Demo - Still Interested}	_{A demo was held with the non-decision maker (gatekeeper), and they are still interested. This will result in an Initial Set if it is the first demo set in the current sales cycle, an Initial Hold if it is the first demo held in the current sales cycle, and an OTF (on the fly demo) if the demo was held while the lead was in a cold call (pre-demo set) phase.}
_{NDM Interested}	_{The non-decision maker (gatekeeper) has indicated that they are interested.}
_{No Message Left}	_{No message was left.}
_{Left Message w/ NDM}	_{A message was left with the non-decision maker (gatekeeper).}

Log Other Call Result

_{Current Customer}	_{The lead is a current customer. This will take the lead out of your name and out of automated circulation.}
_{Prospect Reached}	_{The prospect was reached, but no events were scheduled. This lead will automatically cycle back into your Suggested Queue in the future based on your organization's Sequence settings.}
_{Prospect Not Interested}	_{The prospect is not interested right now. This will take the lead out of your name and out of automated circulation for the amount of time configured by your organization in System Configuration > Lead Management > Rules of Engagement > Resting Rules.}
_{Held Demo - Not Interested}	_{A demo was held with the prospect, but they are not interested right now. This will take the lead out of your name and out of automated circulation for the amount of time configured by your organization in System Configuration > Lead Management > Rules of Engagement > Resting Rules. This will result in an Initial Set if it is the first demo set in the current sales cycle, an Initial Hold if it is the first demo held in the current sales cycle, and an OTF (on the fly demo) if the demo was held while the lead was in a cold call (pre-demo set) phase.}
_{Left Voicemail}	_{A voicemail was left with the prospect.}
_{Not Qualified}	_{The lead is not qualified to purchase your product. This will take the lead out of your name and out of automated circulation.}
_{Prospect Dropped}	_{The prospect dropped from the call.}
_{Duplicate Lead}	_{This lead is already in Sellfire under a separate lead. This will take the lead out of your name and out of automated circulation.}
_{Dead Line}	_{The line is dead and cannot be reached. If this is the only available phone number on the lead, the lead will be taken out of your name and out of automated circulation. If there are more phone numbers on the lead, this will mark this specific phone number as not reachable, and you can dial the other phone numbers on the lead.}
_Disconnected	_{The line has been disconnected and cannot be reached. If this is the only available phone number on the lead, the lead will be taken out of your name and out of automated circulation. If there are more phone numbers on the lead, this will mark this specific phone number as not reachable, and you can dial the other phone numbers on the lead.}
_{Wrong #}	_{The number you called does not align with the lead / business. If this is the only available phone number on the lead, the lead will be taken out of your name and out of automated circulation. If there are more phone numbers on the lead, this will mark this specific phone number as not reachable, and you can dial the other phone numbers on the lead.}
_{Tracking Number}	_{This number is a tracking number for the business provided by a third party. This will take the lead out of your name and out of automated circulation for the Regular Resting time configured by your organization in System Configuration > Lead Management > Rules of Engagement > Resting Rules.}
_DNC	_{Do not call. This will permanently take the lead out of circulation.}

Suggested Dispositions

In the first step of the call results flow, Sellfire helps Reps log call outcomes more efficiently by providing smart suggestions based on call meta data. This both saves time and helps ensure accurate call logging.

How it works

1. 1. After a call, the system evaluates meta data.
  2. Relevant dispositions are suggested based on the call’s status pattern. Examples include:
    - Unanswered Calls: Suggested disposition is "No Contact, No Message Left."
    - Voicemail Left: Suggested disposition is "No Contact, Left Voicemail."
    - Connected Calls: No suggestion is made, allowing the Reps to input the correct outcome of the interaction.
  3. Reps can log the call with a single click and move on to the next one.

Transferring a demo

In the second step of the call results flow, the immediate action buttons are Make Sale (if AE) and Transfer Demo (if SDR OR AEs have been configured to transfer demos). When clicking the Transfer Demo button, depending on your organization's settings, a demo is either automatically transferred to an AE or a demo is transferred to an AE that the SDR selects.

Transfer live demo or decision call

Transfer a live demo or decision call from an SDR (or AE if configured by an Enablement user in System Configuration > Transfer and Routing > Event Transfer Rules > Settings) to an AE to run the demo.

Use case: A prospect tells an SDR that they would like to see a product demo now.

1. 1. 1. In the right pane of the current call screen, select with whom you are speaking (DM or NDM).
    2. Click the Transfer Demo button.
      - Once you click this button, the prospect will be put on hold.
    3. Select the AE to whom to transfer the demo.
      - If your organization has configured automated AE selection for live demo transfers, Sellfire will select the Rep for you. You will see the specific Reps that are being attempted as Sellfire cycles through the list of Reps that your organization has configured.
    4. Once connected to the AE, share pertinent information about the prospect with the AE.
      - At this point, it will only be you (the SDR) and the AE on the call. The prospect will still be on hold.
    5. Click the Merge in Lead button to bring the prospect into the call.
    6. Complete an introduction and transfer from the SDR to AE.
    7. You (the SDR) hang up the call and select the applicable call result.
    8. The AE and the prospect remain on the line for the demo.
    9. Once the call between the AE and the prospect is finished, the AE selects the applicable call result that determines how the attempt at running the demo appears in reporting (hold or no hold, future events, sale).

Scheduled actions

In the second step of the call results flow, the scheduled action buttons (shown above) under Schedule Next Event determine when those leads will be presented to you in the future and move leads through different phases in the sales funnel.

Specific time callback

Select a specific time* (shown below) that you would like to call a lead back, and Sellfire will populate the lead in your Next Action section when that time is approaching.

Use case: This is best used if you confirm with a prospect that you will call on a specific day at a specific time.

* _{If another event is already scheduled during a specific time, Sellfire will only allow you to schedule another event at that time if your organization has enabled the ability for you to schedule multiple events during a single time period through System Configuration > Your Organization > Scheduling Details. If you are able to schedule multiple events at the same time, you will see a parenthesis with the number of events already scheduled at that time in the time selection boxes to the right of the applicable time(s).}

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General time callback

Select a general range of time (shown below) that you would like to call a lead back, and Sellfire will consider the window that you have selected when suggesting your next actions in that timeframe.

Use case: This is best used if a prospect asks you to call them back in a general timeframe (ex: “next week between 2:00 and 4:00”).

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Schedule demo

Schedule a specific time to walk a prospect through a demonstration of your product, and Sellfire will populate the lead in your Next Action section when the demo time is approaching.

Use case: If a prospect needs to see a demonstration of your product prior to buying.

1. 1. 1. 1. Click the SCHEDULE DEMO action button in the upper right pane of the current call screen.
      2. Select with whom you spoke (Decision Maker [DM], DM via Non Decision Maker [NDM], or NDM).
      3. Select with whom you want to schedule the demo.
      4. Click CONFIRM CALL ACTION.

5. Select the date, timezone, and time* (the Select Time modal scrolls to reveal time selections later in the afternoon), and click CONTINUE.

6. Toggle Enable Calendar Invite On/Off depending upon whether or not you want to send the prospect a calendar invite.

7. If Enable Calendar Invite is toggled on, fill out all necessary information, and add the email addresses for the guests that the prospect would like to attend by clicking ADD GUEST.

8. Click CONFIRM SCHEDULE DEMO

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Reschedule or cancel demo

Reschedule a demo for a specific time, and Sellfire will populate the lead in your Next Action section when the demo time is approaching.

Use case: A prospect tells you that they can no longer attend at the previously scheduled product demo time, but another specific time will work for them.

1. 1. 1. Find the demo through My Schedule in the center pane of the Dialer or by clicking the Manage Schedule icon in the left-hand navigation bar.
    2. Open the Event Detail by clicking into the scheduled demo, and if in My Schedule, then clicking Edit Event at the bottom of the lead card.
    3. Click on the reschedule icon or the delete icon in the upper right of the Event Detail page.
    4. If rescheduling, select a new date and time*, and click Save Changes.
    5. If cancelling, select with whom you spoke, the call result, and click Delete Event.

Nonaction call results (Log other call result)

In the second step of the call results flow, the nonaction buttons (shown below) under Log Other Call Result help determine the best time for you to re-dial that lead, if that lead will go into a “resting” phase for a period of time, if that lead will be “retired” and no longer available, and/or if that lead will be sent to your organization’s lead pool and reassigned. These call results are used in scenarios where you have not agreed upon a specific future scheduled event with the prospect.

Selections will populate based on who you spoke with and the sales phase that the lead is in, and what will happen next with that lead will populate under the selection itself as well as immediately above the Confirm Call Option button at the bottom of that list.

Log non-call activities

If you need to log activities and/or schedule events without making a dial, you can click on the business name of the lead to access the Lead Detail page and click Log Non-Call Activity on the Lead Card in that page, or

Search for the lead in the search bar at the top left of the Dialer section.
- This searches all of your currently owned and assigned leads.
Expand the Lead Card of the applicable lead.
Click Log Non-Call Activity.
Click the applicable event or result in the modal that populates on the right side of your screen (shown below).

Lead recycling in the Active Queue

Leads that are in Sequences configured by your organization will recycle into your Active Queue based on those Sequence configurations. If leads are not in Sequences, they will be recycled into your Active Queue based on the sales phase in which that lead is in, the call results that you previously selected, the appropriate business hours / time zones in which it is available to be called (8:00am - 5:00pm lead's time)*, and the current rank** of that lead compared to the other leads in your Active Queue. The timing of this recycling is based on the Scheduled Actions that you select and data that has shown what timing will give you the best possible opportunity to progress leads to the next steps in the sales funnel.

Recycle timing for common call results:

Current Sales Phase	Spoke With	Nonaction Call Result Selected	Earliest Recycle Time**
All Sales Phases	Skipped Lead	N/A	24 hours
Cold Call (not yet contacted OR after initial contact with no demo set)	No Contact	No Message Left OR Left Voicemail	36 hours
Cold Call (not yet contacted OR after initial contact with no demo set)	NDM OR DM	Prospect Reached OR Prospect Dropped	36 hours
Cold Call (not yet contacted OR after initial contact with no demo set)	NDM OR DM OR DM via NDM	Not Interested	Regular Resting Set by Your Organization***
Demo Set (first attempt)	No Contact	No Message Left OR Left Voicemail OR Missed Scheduled Demo	1 hour
Post-Demo Held OR Post-Demo Unsuccessfully Attempted (2nd+ attempts)	No Contact OR DM OR NDM OR DM via NDM	Prospect Dropped OR No Message Left OR Left Voicemail OR Missed Scheduled Demo OR Missed Scheduled Follow Up Call	12 hours

* _{You can force leads that are outside of these time zone constraints into your Active Queue by selecting time zone filters in the queue for the time zones that you would like to call.}

** _{Earliest that a lead will reappear automatically at the top of your Active Queue IF it's ranked higher than other leads in your Active Queue AND it falls within the appropriate business hours / time zones (8:00am - 5:00pm lead's time). The default Active Queue ranking is by pipeline stage (the further down the funnel, the higher the lead rank), but Enablement users can configure ranking logic in System Configuration > Lead Management > Lead Ranking.}

*** _{Default earliest recycle time for regular resting is 60 days. Confirming call results that put leads in resting, retired, or customer phases removes lead ownership.}