Call Center

1. Benefits of Using the Call Center

Getfly CRM integrates calling features and syncs call data directly on the system interface. This enables staff to handle calls right within the CRM, allowing businesses to provide customer service anytime, anywhere.

• Quick Call Handling: Staff can receive incoming calls and create or update customer information directly within the CRM interface, saving time and improving efficiency.

• Professional Customer Care: Caller identification allows staff to deliver more personalized and professional service.

• Call Recording & Staff Evaluation: The system records all calls, enabling managers to review and assess telesales performance.

• Detailed Reporting: The system provides comprehensive reports on call volume, success rates, generated revenue, etc., helping managers evaluate telesales effectiveness and adjust strategies accordingly.

2. Permissions

To grant access to Call Center features in Getfly CRM, go to Settings → Permissions → Select the Role → Enable Call Center permissions:

Access: Allows access to the Call Center module.

Create: Allows making outbound calls.

Edit: Allows adding notes to calls.

Delete: Allows deleting call records.

Approve: Allows rating calls.

View All: Allows viewing all call logs in the system.

Download Call Center: Allows downloading call data.

3. Integrating with Call Center Providers

To integrate a call center provider into Getfly CRM, go to Settings → Integrations → Call Center Integration:

Select your call center provider.

Click Configure.

Enter the required integration information.

Click Save Configuration.

For detailed integration steps, refer to the full guide [here].

4. Assigning Extensions to Users

To assign an extension number to a user:

Go to Settings → User Management.

Click Edit next to the user.

Enter the Extension Number and Extension Password (if required by the provider).

Click Update.

5. Making & Receiving Calls in Getfly CRM

5.1. Calling via Quick-View

Search for the customer’s phone number → Click the Quick View → Select the contact number → Click Call Now.

5.2. Calling from Customer Detail

Search for the customer → Open the customer’s detail page → Select the contact number → Click Call Now.

5.3. Receiving Incoming Calls

When a call is received from the integrated call center:

A popup appears on the screen of authorized staff, displaying:

Customer phone number

Customer name (if already saved in CRM)

Answer button to accept the call

Decline button to reject the call

If the incoming number is unknown (not yet saved in CRM), you can still answer the call and create a new customer record afterward.

6. Call History

All inbound and outbound calls via the connected call center are automatically recorded and stored.

To view call history:

Open the customer’s detail page.

Go to the Transactions tab → Select Calls.

Each call record displays:

Date and time

Call direction (inbound or outbound)

Extension used

Call duration

Call status (successful, missed, etc.)

Option to listen to the recording

Note: Recording storage duration depends on the service plan with your call center provider.

Permission Note: Users with “Call Center Access” can only view call logs from their own extension. Users with “View All Call Center” permission can access logs from all extensions.

7. Call Center Reports

7.1. Call Center Reports

To access Call Center reports: go to CSKH → Call Center

You can filter by:

Staff

Call ratings (1 to 5 stars)

Call status (completed, missed)

Customer owner

Customer name or phone number

Time (by day, week, month, year)

Advanced search by call duration

Call Status Types:

All Calls

Inbound: Customer called and staff answered.

Outbound: Staff called and customer answered.

Unknown Number: Customer not saved in CRM.

Missed Inbound: Customer called but no staff answered, or caller hung up before pickup.

Missed Outbound: Staff called but customer didn’t answer or hung up early.

Permissions Reminder: Viewing call data depends on user permissions. Only those with “View All Call Center” rights can view all staff call logs.

7.2. KPI Report by Staff

To access individual staff performance reports, go to Reports → Staff → Conversion Rate tab. In the Interaction section, the Call metric displays successful outbound calls made by the staff member.

7.3. Telesales Report

To view telesales performance, go to Reports → Telesales Report.

You can monitor conversion rates per employee—based on customer or opportunity ownership within a campaign—including:

Total customers or opportunities managed

Number of untouched or successfully contacted customers

Conversion rate to appointment

Conversion rate from appointment to order

Click on any data point to view detailed breakdowns.