Managing Incoming Customer Calls To Non-Company Lines
To Improve The Overall Client Experience, Ensure All Communication Is Logged, And Keep Information Easily Accessible Within The System, This Guide Explains The Steps For Managing Incoming Customer Calls To Non-Company Lines.
1. Let the call ring out
Do not answer business calls on non-company lines such as personal mobiles, no calls should be made or taken outside HubSpot. If you receive a call on a personal mobile from an unrecognised number that doesn’t leave a voicemail, no action is required. If a voicemail is left, follow the steps above to locate the contact in HubSpot and return the call.
2. Locate the customer in HubSpot
Open HubSpot and search for the customer’s profile using their name, email, or company.
If the customer is not in HubSpot, place the call back through the HubSpot calling system and politely request their details so you can create a new profile. Please see Calling Unknown Contacts in the Managing Incoming And Outgoing Calls With Unrecognised Numbers article for a more in-depth guide on this process.
3. Return the call through HubSpot
Call the customer back directly from HubSpot. This ensures the call is logged and linked to the correct record (or to the new record you create).
4. Log the call details
In the call notes, record that the customer initially called a non-company line and is now receiving a callback through HubSpot.
5. Explain the process to the customer
Clarify that non-company lines (such as personal mobiles) are not monitored for business calls, which is why their call wasn’t answered. Remind them that for future calls, they should use the main company line: 020 3953 4100.