Call Tracking Management

Phone Call Management Solution Overview

The MyMedLeads Phone Call Management solution is designed to help capture lead information from incoming calls and track the marketing sources where your phone numbers are placed. The solution allows you to create local or toll-free phone numbers that can be used on advertising. It then tracks incoming calls, forwards them to a number of your choice, creates a new lead in MyMedLeads using the caller ID information, records the call, and stores the recording in the lead’s activity history. Additionally, the solution provides a default greeting for incoming calls or the ability to create custom greetings. It also offers “whispers” to inform your staff about the lead source when a call comes in.

Anatomy of a Phone Call
Our system automatically collects the caller’s name and phone number using caller ID, and enters this information into our web-based tool when a call is received. Additionally, a recording of the call is saved for your staff’s convenience. After speaking with the lead, staff can easily enter their email address and details about the procedure they are interested in.

However, when a new lead calls and their information is detected through caller ID, only minimal information is collected. This is because the caller’s phone carrier may provide misleading data. Within the Lead Details page, there are a few additional options for managing phone calls.

At the top of the page, you’ll find a quick status update bar. The icons allow you to quickly disqualify a lead if it appears the call is not for a valid procedure or is unrelated. By clicking the appropriate radio button, the lead’s status will be updated. In the Activity History, you and your staff can find a specific call recording and listen to it (we keep recordings for 30 days, and this feature must be enabled for the Call Tracking Number that was used). Next to each call, there is a “Create Lead” button that should be used as detailed in the next section.

Caller ID Issues/Troubleshooting:
The MyMedLeads Platform tries to merge incoming phone calls into existing leads. However, the system can only use the information provided by the caller. Typically, when a call comes in, we retrieve the caller’s information and easily merge it into the existing lead.  For example, when a caller’s phone number is marked as “Anonymous,” the displayed number is a generic 9-digit placeholder (e.g. 266696687), rather than the actual caller’s number. This is because the call carrier has chosen not to share the real phone number, instead replacing it with this masked number. This can result in multiple anonymous callers being merged into a single lead.

To create a new lead for an anonymous caller, you can use the “Create Lead” button next to the Inbound Call. If the lead already exists, you can update the Full Name to match the existing lead, then use the Search box to find and merge the duplicate leads.

Greetings and Whispers Definitions:

  • Default Greeting: Says “This call will be recorded for quality assurance.” to the caller then connects to the office. It is best practices to notify callers they are being recorded to stay in-line with HIPAA regulations.
  • Custom Greeting: MML allows you to create a greeting with your voice and your message.
  • Whispers: When a call comes in, the system announces to your staff only the lead source the call is coming from.

Tips for Call Tracking Numbers Management:

  • Call Tracking Numbers are not suggested for areas that generate a lot of calls from existing patients. Each incoming call will create a new lead and could cause duplicate records.
  • MyMedLeads has duplicate logic. When calling from the same number for testing, you must go into your MML account and delete your test call as “Duplicate or Test” before testing another number. If you do not, all your tests will merge into the same lead.
  • After a number is created, you must replace/add the number to the advertising to begin the tracking process in MML.
  • If you have old numbers not in use, delete them and create new ones for new campaigns. DO NOT REUSE NUMBERS for advertising.
  • If you need to make a change to a lead source name for a misspelling or to adjust the original assigned name, go to the Preferences > Edit Lead Source page.
  • After a lead is created in MML, it is considered “New” and must be “managed” out of the layer of the funnel.
  • Managing them out of the “New” layer in MML includes selecting “Call Now”, sending an email, or adding a note. You can update any information gathered on the call such as the email address. You can also manage calls deemed as Not Qualified by sending them to the Not Qualified list.
  • On the “View All Leads” page, if you see a lead with a number in parenthesis, i.e. (3), this is to notify you of the number of duplicate calls. This means there are 3 calls/recordings in the activity “History” of the lead.
  • Once the original assigned lead source for a number is placed on advertising and is active, editing to a new lead source/new marketing effort campaign is not recommended.
  • All lead source name changes are done by going to the “Edit Lead Source” option on the “Preferences” page.

Glossary
Call Carrier – a company that provides telephony services, such as cellular service.

Known Phone Masked Phone Numbers
RESTRICTED 7378742833
BLOCKED  2562533
UNKNOWN  8656696
ANONYMOUS  266696687
UNAVAILABLE  86282452253