The Better Way to Score Leads and Categorize Phone Calls: The Anatomy of a Humanatic Call

“Call tracking” has become a billion dollar industry.

It started as mere call counts.

It started as mere call counts (which somehow still exist today).

But the real power players started taking extra steps to find out what’s ACTUALLY happening on calls.

And with that, “call categorization” emerged.

We at Humanatic completely scrapped the idea of machine automation to listen to these thousands of calls.

And instead enlisted the help of 37,000 human reviewers to help us listen.

Each call is funneled through a series of categories to provide the business owner or manager with a detailed account of the call, without having to listen to it themselves.

Here’s how it works:

Listen to the call below. The caller is a woman who is interested in buying a car at a dealership from a salesman named Geo.

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1. The first reviewer question we have is, “Was the call connected in the first place?”

The very first reviewer got this call and quickly marked it as “Not Connected.” That’s not an ideal start, being that it had actually been connected. Humanatic then sent this call back for a second opinion.

Our second reviewer correctly identified that the call was “Connected, but took over a minute.”

To settle the score, the call was then sent to a third reviewer who has a high accuracy score in our system. She also said the call was “Connected, but over a minute response,” so it passed and moved on to the next category.

The initial reviewer will now be audited, and her accuracy score will be dinged because of her incorrect selection.

2. Now we’re wondering, “Was inventory discussed on this call?”

The next reviewer made a selection that matched our machine’s prediction. Since she has a high accuracy score, we accepted the selection and moved the call on to the next category.

Reviewer Carlo then correctly selected Geo’s name from the “Handled By” list. This is a list of the salespeople at the dealership.

3. Our last question is, “Did the agent request the appointment?”

This is the most important metric for dealership sales calls.

Our initial reviewer for this category selected “No.” The call then moved on to the next category.

We then took the call to the Dealership Call Outcome category to see why the appointment wasn’t made.

Fortunately, we had an alert from a reviewer in this category who said, “Wait a minute, an appointment request did get made.”

We took the call back to the previous category, and served up the call to a new reviewer who marked the call as “Yes, the appointment was requested.”

So now, the Dealership Appointment Request category has one vote for “No” and one vote for “Yes.”

We then sent the call to reviewer Rachel, seeking a tie-breaking decision.

Rachel selected a third option that indicated, “Agent promised a follow-up.” Oops, now we need a fourth reviewer in this category to take a look.

Bonbon steps in as the hero and gives us a double-match on the correct response.

The two bad reviewers we looked at earlier receive penalties.

4. Now the call goes to the final category and correctly gets marked as an accepted appointment for a firm date and time.

Sales guy Geo did an incredible job seeking the appointment and getting it booked.

He entered his phone code at the end of the call, knowing he wanted credit from Humanatic for doing a good job.

Humanatic not only pulls data, it affects behavior.

So how much does this whole process cost exactly?

Only 1.94 cents!

Learn more about Humanatic call categorization.

LEARN MORE NOW!