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Inbound and Outbound Calls

Inbound and Outbound Calls

Crowned Credit handles all client phone communication through two channels: Aircall for inbound calls and GHL's built-in dialer for outbound calls. This page covers how to use both systems properly, call handling standards, and what to do in various call scenarios.

📞 Phone Philosophy at Crowned Credit
Phone calls are still the highest-trust communication channel we have with clients. A well-handled call can save a client who was about to cancel. A poorly handled call can destroy months of goodwill. Treat every call like it matters — because it does.

Part 1: Inbound Calls via Aircall

Setting Up Aircall for Your Shift

    Open the Aircall desktop app or browser extension Log in with your team credentials Set your status to "Available" at the start of your shift Verify you are assigned to the correct queue or ring group for your team (check with Team Lead if unsure) Plug in your headset and test audio before going live At shift end, change status to "Offline" or "After Hours" — never leave yourself Available when you're gone

    Answering an Inbound Call

      Aircall will ring and display the caller's number If the caller is an existing client, GHL integration may display their name automatically Answer within 3 rings — do not let calls go to voicemail during active shift hours Open the caller's GHL contact record before or immediately after answering

      Standard Greeting

      "Thank you for calling Crowned Credit, this is [Your Name]. How can I help you today?"
      ⚠️ Never Answer With: "Hello?" or "Yeah?" or "[Company] support, hold please." Always use the standard greeting. First impressions on phone calls are permanent.

      Inbound Call Scenarios

      Scenario How to Handle Status inquiry
      "What's happening with my case?" Pull up their contact in GHL and DisputeFox. Give a specific update — current round, date letters were sent, expected response window. Never say "I'm not sure." Billing issue
      "I was charged and didn't expect it" Acknowledge calmly. Pull up their billing history in GHL. Explain the charge. If there's a legitimate error, log it and escalate to billing team. Do not promise refunds — escalate first. Cancellation request
      "I want to cancel" Do NOT process immediately. Use the retention script — ask why, address the objection, remind them of progress made. If they insist, escalate to Team Lead before processing. Document everything. Angry/frustrated client Stay calm. Let them vent first — don't interrupt. Then acknowledge their frustration: "I completely understand, and I want to make this right for you." Never argue, never get defensive. Escalate if needed. General question about credit Answer clearly and educationally. Use the opportunity to reinforce the value of the service and build trust. Log the question in GHL notes — if a question comes up repeatedly, it should become an FAQ entry. Unknown caller / new lead Gather their name and email. Determine if they're an existing client (search GHL). If a new prospect, route to sales or take information and follow standard lead intake SOP.

      After Every Inbound Call

        Use Aircall's call disposition/tag feature to categorize the call (resolved, callback needed, escalated, cancellation attempt, etc.) Open GHL → Contact → Add note: include call summary, what was discussed, outcome, and any follow-up needed If a follow-up action is required, create a GHL Task assigned to yourself or the appropriate team member Update the pipeline stage if the call changed the client's status

        Part 2: Outbound Calls via GHL Dialer

        When to Use Outbound Calling

          Proactive monthly check-in calls for active clients Callback attempts for missed inbound calls Scheduling orientation and onboarding calls Dispute result calls (sharing good or complex news) Retention outreach for at-risk clients Document follow-up calls

          Making a Call via GHL

            Open the client's contact record in GHL Click the phone icon next to their number (or use the GHL dialer from the conversations tab) GHL will initiate the call through your connected Aircall number The call will be logged automatically in the contact's activity feed

            Monthly Check-In Call Script

            [Opening]: "Hi {{contact.first_name}}, this is [Your Name] from Crowned Credit! I'm just calling to check in and give you a quick update on how things are progressing. Do you have a few minutes?"

            [Update]: "So we're currently in [Round X of disputes]. We sent letters to [bureaus] about [# of items] on [date]. We're expecting responses within [timeframe]. So far, we've successfully had [# of items] removed from your report, which has contributed to your score moving."

            [Check-in question]: "How are you feeling about everything so far? Any questions or concerns since we last spoke?"

            [Credit tips — optional]: "Just a quick reminder — try to keep your utilization low and make sure all existing payments are on time. That keeps the positive momentum going while we work on removing the negatives."

            [Close]: "Alright {{contact.first_name}}, you're in great hands and we're working hard for you. Don't hesitate to reach out anytime — just text or call us. Have a great day!"

            Voicemail Script (When Client Doesn't Answer)

            "Hi {{contact.first_name}}, this is [Your Name] calling from Crowned Credit. I just wanted to check in on your progress and share a quick update. Give us a call back when you get a chance at [phone number], or feel free to text us back. We're here to help — have a great day!"

            After leaving a voicemail, always send an SMS immediately with the same message summary.

            Outbound Call Best Practices

              Best times to call US clients: 10am–12pm and 2pm–5pm in the client's local timezone Maximum attempts before flagging: 3 attempts over 3 days. After 3 failed attempts, log in GHL and notify Team Lead Never call before 9am or after 8pm in the client's local timezone — this can violate TCPA regulations Always have the client's GHL record open before dialing — never go in blind Log every attempt — even unanswered calls need a note in GHL with the timestamp and outcome

              Call Quality Standards

              Standard Requirement Answer rate (inbound)95%+ of calls answered within 3 rings during shift hours Call notes100% of calls logged in GHL within 10 minutes of call end Callback turnaroundAll missed calls returned within 1 hour during shift Disposition tagging100% of Aircall calls tagged before ending wrap-up time Outbound touches per shift15–25 (calls + voicemails)
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