Calls are the most important of all customer support activities. The phone is where customer issues are received, and it is usually where they’re closed. So it is essentially an activity that must be logged. Call logging is essential to precisely predict how many calls are received and made from your help desk, which agents are most efficient in handling calls, what is the average time spent in calls on a monthly basis and the list goes on.
For example, customer support executives can log calls and identify the time spent on each call. The call details can be further used to generate reports on billing details, average time spent on calls, number of calls per day, etc.
So how do you log a call in Zoho Desk? Well, you can do it in the following ways:
- Click the Activities module to access Calls and then log a call.
- Select the contact or an account that you want to log a call for and then log the call under the Activity tab.
- Map the calls with their related tickets in an XLS or CSV file and then import them.
You can log three types of calls—Current Call, Completed Call or Scheduled Call and for two directions—Inbound or Outbound.