Também chamado de: Call result
A call outcome is what happened on a call, recorded right after it: for example connected and interested, call back later, not reachable, wrong number, or asked not to be called.
Por que importa: Outcomes turn a call log into something you can act on. They decide the next follow-up, feed the reports, and show which leads are worth another try.
Na LumaKol: The LumaKol app asks for the outcome when a call ends; each outcome can move the lead to a stage, book the next follow-up and ask a few questions.
Call recording consent is permission from the people on a call to record it. Some places allow recording when one party to the call agrees; others need everyone on the call to agree, and some sectors have their own rules.
Por que importa: Telling people at the start that a call may be recorded, and limiting who can listen afterwards, is the common practice. Check the rules for each place you call.
Na LumaKol: LumaKol does not record calls itself. Where an Android phone’s own dialer records a call, LumaKol matches the recording to the call and, with Sync dialer recordings on, saves it to the Google Drive the workspace chose, where the roles it allows can play it.
Também chamado de: Call back
A callback is a call you promised to make at a time the lead chose, such as “call me after 6” or “call me next Tuesday”.
Por que importa: A missed callback tells the lead how the rest of the deal will go. Callbacks need a reminder at the right time and a place at the top of the caller’s list.
Na LumaKol: Booking a follow-up from the outcome screen sets a reminder on the caller’s phone, and overdue callbacks move up the calling queue.
Também chamado de: CLI, Calling line identification
Caller ID is the number (and sometimes a name) shown to the person you are calling. Telecom operators call the number itself the CLI, for calling line identification.
Por que importa: People decide whether to answer from the caller ID. A number they recognise, or one that matches the business they enquired with, gets answered more often.
Na LumaKol: LumaKol calls show the agent’s own mobile number, because they are ordinary calls from the agent’s SIM.
Click-to-call starts a phone call when you click a number or a Call button on a screen, instead of dialling by hand.
Por que importa: It removes typing mistakes and saves a few seconds on every call, which adds up over a day of calling.
Na LumaKol: In LumaKol, clicking Call on a lead in the web app rings out from the caller’s own phone.
Cloud telephony is a phone system run by a provider over the internet: virtual numbers, call routing, IVR menus and recording, usually paid per minute or per channel.
Por que importa: It suits high-volume inbound lines and contact centres. Outbound calls come from the provider’s numbers rather than your team’s own mobile numbers.
Também chamado de: Cold call
Cold calling is calling people or businesses who have not asked to hear from you, usually from a bought or researched list.
Por que importa: Cold calls are the most regulated kind of sales call: do-not-call registers, number series and consent rules apply in most markets. Check them before you start.
Connect rate is the share of dialled calls that are answered by someone. Ten answered calls out of fifty dials is a 20% connect rate.
Por que importa: It shows how reachable your list is and whether timing, caller ID or spam labels are hurting you, before you judge what callers say once connected.
Na LumaKol: In LumaKol a call counts as connected when the phone recorded it as answered and the outcome saved for it does not say otherwise. An answering machine that picked up for a few seconds, saved as No answer, counts as not answered.
Contact rate is the share of leads (not dials) your team managed to speak to, usually the right person rather than anyone who picked up.
Por que importa: A team can make plenty of dials and still reach few people. Contact rate tells you how much of your list has actually heard from you.
Conversion rate is the share of leads that reach a chosen result, such as a booked visit, a demo or a sale, out of all leads in a period or from a source.
Por que importa: Comparing conversion by lead source and by caller shows where to spend money and who needs coaching.
Também chamado de: Customer relationship management
A CRM (customer relationship management system) is software that keeps every lead and customer in one place, with their details, history and the next thing to do.
Por que importa: Without one, leads live in spreadsheets, WhatsApp chats and memory, and follow-ups depend on who remembers. A calling CRM adds the calls themselves to that record.
