Call Tag

What is a call tag?

A call tag is a label or identifier applied to calls in a call center to categorize and track specific details such as the nature of the inquiry, customer sentiment or issue type. This system allows teams to assign virtual labels to both incoming and outgoing calls, such as "technical support," "feature inquiry" or "follow-up required." By providing clear, organized data, call tags enable sales and support teams to identify trends, analyze customer interactions and streamline follow-up processes. Here are some more examples of call tags: 

• Billing inquiry: For questions regarding invoices, payments, or account charges 
• Sales inquiry: For potential customers seeking information about products or services 
• Complaint: For calls where customers express dissatisfaction or issues 
• Customer feedback: For calls where customers provide feedback or reviews 
• Order status: For inquiries about the status of an order or shipment 
• Cancellation request: For calls where customers wish to cancel a service or order 
• General inquiry: For miscellaneous questions or calls that don't fit other categories 

Now, let’s jump on to why you need to use call tags. 

Why is it important to use call tags? 

The benefits of using call tagging in customer service are as follows: 

• Call tagging organizes calls, helping agents easily manage and prioritize their tasks. 
• It simplifies call analytics across categories to understand how you’re performing. 
• Tags reveal trends and patterns in customer issues and behaviors. 
• It ensures timely and relevant follow-ups, making customers feel valued.