Would love to call transcription added to the call report. CallRail has this feature, and it really helps save time when listening to calls and marking them as qualified, because you can see the auto-transcribed text of each call.
Power Dialer - Redial option
Being able to "redial" or "double tap," leads when you call them, (call back to back right away) increases connection rate and is a very effective sales strategy. Currently there is no way to do this because if you pause the power dialer and attempt to manually call a lead for a second time it will stop the power dialer sequences. Please give us the ability to call a lead through the power dialer, then pause before it goes to the next lead and then manually call the lead again. This can be easily added to the dialog box that appears after each manual call. While we're at it, putting a "DND" button here would be helpful, for those times when we call someone and they ask to be removed from the list. Then we could quickly DND them and move on without breaking the workflow.
Power Dialer - Sort by Time Zone
Right now, when starting a dial session, our users have no way of knowing whether their leads are on the East Coast or West Coast. The time difference means we do not want to accidentally call on a lead too early in the morning or too late at night. It would be a great benefit to be able to display their "time zone" in the Power Dialer (Manual Calls) list. And even better would be if we could sort the manual calls list by time zone, so that we call the East Coast leads first and the West Coast leads last.
Update call routing logic
Remove forwarding of all calls to an assigned user as this negates the ability to use swap pools on a website / GMB profile / elsewhere without it automatically forwarding every call to the user. Use case: front desk should receive calls when placed to X phone number, however Y salesperson is assigned that contact and can see only their information, whereas X user is able to see all information.
Disable Quality Popup
In the GHL mobile app, there is a call quality popup that happens after every call is made. our agents report that the quality popup interrupts their workflow. Please replace popups with some other functionality, perhaps a survey form that agents can optionally fill out. Alternatively, perhaps there can be an easy way to give feedback during a call, that will not be as intrusive.
Power Dialer Updates
Please make it easier to get to the next call quicker. For example if the disposition is no answer, we should be able to create a workflow that goes straight to the next call instead of clicking no answer and dragging our mouse across the screen to click next lead. Even if the next lead button is right above the dispositions this would be an improvement.
Power Dialer - Sort by date added
Be able to sort manual calls by date they are added to the manual call campaign and date the contact was added to the system. The reason being is that we wanted to be able to call the freshest leads within that campaign or the freshest lead that was added to the system
If there was a way to have customers wait on hold until the next sales person is available, this would be very helpful. This way an outbound team can make dials while potential customers wait on hold to be transferred to a live sales rep, as soon as someone is available. I believe other CRMs call this a Call Queue