Logging and Managing Calls in Your CRM

Phone calls are crucial contactmomenten with customers, but without logging you lose valuable context. Tesoro CRM helps you track every call.

Benefits of Call Logging

• Volledige klant geschiedenis: See all interactions in one place
• Team samenwerking: Colleagues see what was discussed
• Follow-up herinneringen: Don't forget callback appointments
• Prestatie tracking: Number of calls per day/week
• Deal context: What was the conversation about?
• Juridische bescherming: Proof of agreements

What Is Logged?

Per call:

• Contact: Who you spoke with
• Date & time: When call took place
• Duration: Length of conversation
• Direction: Inbound or outbound
• Status: Answered, missed, voicemail
• notes: Summary of conversation
• Outcome: Follow-up needed, deal closed, etc.

Log Call After Conversation

1. Open the contact in Tesoro
2. Click Log Call button
3. Call log form opens, fill in:
   • Direction: Inbound (received) or Outbound (called)
   • Duration: Length of conversation (min:sec)
   • Status:
     • Completed: Conversation completed
     • Voicemail: Left message
     • No answer: niet picked up
     • Busy: On aniether call
   • Subject: Short subject (e.g., "Viewing planning")
   • notes: Summary of conversation
   • Outcome:
     • Follow-up required
     • Information provided
     • Meeting scheduled
     • Deal closed
     • niet interested
4. Optional: Create Follow-up Task checkbox
   • Automatically create task for callback
   • Set date/time
5. Click Save Call

Writing Call notes

Best practices for good call notes:

• Clear and concise: Key points, niet a novel
• Action items: What needs to happen?
• Customer questions: What did customer ask?
• Given information: What did you share?
• Next steps: Agreements made

Example Call niete

Customer interested in 3-room apartment in center.

Questions:
- Budget: max €350k
- Availability: within 2 months
- Wishes: balcony, parking space

Actions:
- Viewing scheduled: Friday 3pm
- Send brochure + floor plan by email
- Follow-up after viewing

Atmosphere: Positive, serious buyer

Call History per Contact

1. Open a contact
2. Go to Calls tab
3. See chronological list of all calls:
   • Most recent at top
   • Icons show direction (↑ outbound, ↓ inbound)
   • Color shows status (green = answered, red = missed)
4. Click on a call for details and notes

Call Filters

Filter call history:

• Direction: Only inbound or outbound
• Status: Only answered or missed calls
• Date range: Last week, month, year
• Agent: Who called (team filter)

Call Timeline View

In contact activity timeline you see calls among other activities:

• Emails
• SMS/WhatsApp
• Calls (with duration and notes)
• Meetings
• notes

This way you see complete context of customer interaction.

Call Statistics

Per contact dashboard shows:

• Total calls: Number of conversations
• Avg duration: Average conversation duration
• Last call: When last spoken
• Response rate: % answered calls

Call Activity Report

1. Go to Reports > Call Activity
2. Choose period (week/month/quarter)
3. Dashboard shows:
   • Total calls: Number of conversations
   • Calls per day: Graph
   • Avg duration: Average length
   • Response rate: % answered
   • Peak hours: When most calls

Agent Performance

Per teamlid you see:

• Number of calls made/received
• Average conversation duration
• Follow-up rate (% with task)
• Deals closed via calls

Call Outcomes Analysis

What outcomes do your calls have?

• 30% → Follow-up required
• 25% → Information provided
• 20% → Meeting scheduled
• 15% → Deal closed
• 10% → niet interested

Use this data to improve your pitch.

Call Recording (Enterprise)

For Enterprise plans:

• Automatic call recording possible
• Recordings linked to contact
• Play from Tesoro
• Transcription available
• GDPR-compliant with permission