Aircall Guide

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What Aircall Does for Crowned Credit

Handles all inbound customer service calls from existing clients Routes calls to available CS agents.agents WhenRecords an existing clientall calls Crownedfor Credit'sQA supportpurposes line, Aircall routes thatProvides call tometrics: theanswer nextrate, availableduration, CSwait team member.

CS team uses Aircall for:

Receiving inbound calls from active clients Handling client inquiries (status updates, billing questions, cancellation attempts) Managingtime, missed calls and voicemails Call transfersrouting betweennumber: CS(336) agents or to team leads Reviewing call recordings for quality assurance310-0090

2.

In

Agent Setup & Availability

1. GoLog in to Aircall: dashboard.aircall.io → click Log In
2. 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

TheDownload Aircall app must be open andon your statusphone mustor beuse web browser softphone

When you start your shift: set status to Available beforeWhen youron break: set status to Break When shift starts.ends: Ifset youstatus areto Offline Never leave status as Available when you're not setactually tothere 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.

for

management:

Set

How 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 InboundTransfer 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.

1. While on active call, click the Transfer button in Aircall

Select the agent or number you want to transfer to Select Warm Transfer Brief(recommended — you brief the receiving agent:agent "Hey,first) Ior haveCold [ClientTransfer Name]Search for the agent you're transferring to by name Warm transfer: brief the receiving agent on the linecaller's —issue theybefore haveconnecting Click Transfer to complete Log a billingnote questionin thatGHL needscontact [Teamrecord 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." Completeafter the transfer

5.2Voicemail Cold Transfer (If Necessary)Handling

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

1. ClickVoicemails Transfer → select agent → click Transfer Now

Leave a call noteappear in Aircall anddashboard 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 theunder VoicemailInbox section in Aircall daily — at shift start and after any extended unavailability Listen to allvoicemail new— voicemailsnote client name, phone number, and issue Call back within 32 hours during business hours If after hours, call back first thing next business day Log the callback attempt in GHL —(add evennote ifto thecontact) clientIf didn't3 answercallback attempts fail, send SMS via GHL

6.2⚠️ YourSaturday VoicemailCoverage GreetingCrisis

Set

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.

CSFix: Jethro must review agent Saturday schedules. At minimum 2 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 routeneed 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 toAvailable Available.on LogSaturdays out10am–4pm andET. 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 theUpdate Aircall app.agent 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 backschedules immediately. Log: "Call dropped accidentally — called back at [time]."