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.

Part 1: Inbound Calls via Aircall

Setting Up Aircall for Your Shift

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

Answering an Inbound Call

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

Standard Greeting

Inbound Call Scenarios

After Every Inbound Call

1. Use Aircall's call disposition/tag feature to categorize the call (resolved, callback needed, escalated, cancellation attempt, etc.)
2. Open GHL → Contact → Add note: include call summary, what was discussed, outcome, and any follow-up needed
3. If a follow-up action is required, create a GHL Task assigned to yourself or the appropriate team member
4. 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

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

Monthly Check-In Call Script

Voicemail Script (When Client Doesn't Answer)

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