Aircall Guide

Aircall Guide — Crowned Credit Customer Service Team

⚠️ WHO USES AIRCALL — READ THIS FIRST

1. What Aircall Is Used For

Aircall is a cloud-based phone system that routes inbound customer service calls to available CS agents. When an existing client calls Crowned Credit's support line, Aircall routes that call to the next available CS team member.

CS team uses Aircall for:

Receiving inbound calls from active clients Handling client inquiries (status updates, billing questions, cancellation attempts) Managing missed calls and voicemails Call transfers between CS agents or to team leads Reviewing call recordings for quality assurance

2. Logging In

Go to aircall.io → click Log In Enter your assigned Aircall email and password (provided by team lead) You will land on the Aircall dashboard showing call activity and your status Alternatively, download the Aircall desktop app or mobile app — these are preferred for reliability

The Aircall app must be open and your status must be set to Available before your shift starts. If you are not set to Available, calls will not be routed to you.

3. Agent Status — Availability Settings

Your status tells Aircall whether to route calls to you. Set your status correctly every day — this directly affects call coverage and client wait times.

StatusWhat It DoesWhen to Use AvailableCalls will route to youWhen you are logged in, at your desk, and ready to take calls Do Not DisturbCalls skip youDuring training, team meetings, or brief unavoidable interruptions — not to avoid calls OfflineYou appear logged outEnd of shift, lunch break, or when you are genuinely not available

Rules for status management:

Set to Available at the start of your shift — before the first call could arrive Set to Offline at the end of your shift — not Available If you need a short break, use Do Not Disturb — do not set to Offline mid-shift without notifying your team lead Team leads monitor agent availability in real time — status abuse will be flagged

4. Handling Inbound Calls

4.1 When a Call Comes In

Aircall will ring on your desktop app, mobile app, or browser You will see the caller's phone number and, if they are already in GHL, their name Click Answer within 3 rings Before speaking, quickly pull up the client's record in GHL (search by phone number) Answer with: "Thank you for calling Crowned Credit, this is [Your Name] — how can I help you today?"

4.2 During the Call

Pull up the client's GHL contact record as you speak — have their file in front of you Check their DisputeFox status if they are asking about dispute progress Take notes in real time — do not rely on memory Use the Mute button if you need a moment to look something up — never put a client on hold without telling them If you need to consult a colleague: use the transfer feature rather than putting them on an extended hold

4.3 After the Call

Add a call note in Aircall (brief summary: what was discussed, outcome) Add a detailed note in GHL (full context: issue raised, resolution provided, next steps) If a follow-up action is needed: add a task in GHL with a due date If the issue requires escalation: do it immediately — do not wait for the next day

5. Transfers

5.1 Warm Transfer (Recommended)

A warm transfer means you speak to the receiving agent first before connecting the client.

While on call, click Transfer in Aircall Select the agent or number you want to transfer to Select Warm Transfer Brief the receiving agent: "Hey, I have [Client Name] on the line — they have a billing question that needs [Team Lead/Billing Team]. Quick background: [1–2 sentence summary]." Introduce the transfer to the client: "I'm going to connect you with [Name] who can help you with this directly." Complete the transfer

5.2 Cold Transfer (If Necessary)

Only use cold transfers when the receiving agent is already aware of the situation or it is urgent.

Click Transfer → select agent → click Transfer Now Leave a call note in Aircall and GHL explaining why the transfer was made

5.3 Transferring to Team Lead

Transfer to your team lead when:

Client is threatening cancellation and you cannot resolve it Client is asking for a refund Client mentions a legal threat or attorney A billing dispute that is beyond your authorization Client is extremely upset and de-escalation is not working

6. Voicemail

6.1 Receiving Voicemails

When a client calls and no agent is available, they can leave a voicemail. Aircall records and stores all voicemails.

Check the Voicemail section in Aircall daily — at shift start and after any extended unavailability Listen to all new voicemails Call back within 3 hours during business hours Log the callback attempt in GHL — even if the client didn't answer

6.2 Your Voicemail Greeting

Set a professional, friendly voicemail greeting. Example:

"You've reached Crowned Credit customer support. We're currently unavailable, but your call matters to us. Please leave your name and phone number, and we'll call you back within 3 business hours. You can also text us at this number. Thank you!"

7. Missed Call Management

Every missed call is a client who needed help and didn't get through. This is a priority — not something to ignore.

Check the Missed Calls section in Aircall at least every 2 hours Attempt to return every missed call within 3 hours If no answer: leave a voicemail AND send an SMS in GHL: "Hi [Name], this is [Your Name] from Crowned Credit. I saw I missed your call — I'd love to help. Give me a ring back at [number] or reply to this text. Talk soon!" Log the attempt in GHL notes If the client calls back, Aircall will route them through normally

8. Call Recording

All calls in Aircall are recorded by default. This is important for:

Quality assurance: Team leads review calls for training and compliance purposes Dispute resolution: If a client disputes what was said, the recording is the record Training new agents: Good calls are used as examples

8.1 Accessing Call Recordings

Go to the Activity Feed in Aircall Find the call by date, time, or phone number Click the call entry to see recording playback and notes

Important: Do not share call recordings externally without authorization from Jethro or your team lead. Recordings contain private client information.

9. Reporting & Metrics

Aircall's reporting section shows key performance data. Team leads use this to monitor CS team performance.

MetricTarget Average Answer TimeUnder 30 seconds Missed Call RateUnder 10% Callback Rate (on missed calls)100% — every missed call gets a callback Average Handle Time (AHT)Varies by issue — quality over speed Voicemail Callback TimeUnder 3 hours during business hours

CS agents can view their own stats in the Aircall dashboard. If your numbers are off, discuss with your team lead before it becomes a performance issue — it's often a technical problem (status not set correctly, etc.) rather than a behavior issue.

10. Business Hours & Coverage

Business hours: Monday–Friday, 9 AM–6 PM Eastern All CS agents must be Available from 9 AM ET sharp Overlap in time zones is intentional — the team covers all Eastern business hours collectively Calls received after 6 PM ET route to voicemail — return the next morning Weekend voicemails: addressed Monday morning by 10 AM ET

11. Technical Issues

IssueFix Calls not routing to meCheck your status — must be set to Available. Log out and back in if status is stuck. Audio quality issuesCheck your internet connection. Use a wired connection if possible. Use headphones — not speakerphone. App not ringingCheck microphone permissions in browser/app. Restart the Aircall app. Can't access voicemailRefresh the Aircall dashboard. If recordings are missing, contact team lead — do not use client call history from memory. Accidental call dropCall the client back immediately. Log: "Call dropped accidentally — called back at [time]."