Call centres: outcomes, dialler log, ring-back and the call team rotation

A call centre does not need a prettier pipeline. It needs to know who to phone next, to log what happened in one click, to see each rep's numbers without a spreadsheet, and to make sure a promised call-back actually happens. Here is how Naya CRM handles each of those.

The Calls page

The Calls page ranks who to phone next and logs the outcome in one click. It is a power dialler: nothing is dialled until a person presses the button. The ranking comes from the same heat score as the board, built from opens, clicks, replies, meetings and recency, so the top of the list is the best use of the next five minutes.

Call outcomes are defined by the workspace, not by us. An admin sets the outcome names, the contact scores, the stage names and the deal kinds, so a desk that reports "connected, decision maker, callback requested" uses exactly those words.

Daily targets and the end-of-day check

Each rep has daily targets for calls and connected conversations, with an end-of-day check. Targets update live, so a rep and a supervisor both know by mid-afternoon whether the day is on pace.

The dashboard by campaign shows one client at a time: calls, connected conversations, contact-score moves, stage moves, and account coverage. Account coverage answers the questions supervisors actually ask: which companies have had many calls to one person, which are most called, and which have not been called yet. Each rep's numbers are on the same screen.

For outsourced desks, a client can be given a login that sees only its own campaign's dashboard. The client sees their numbers. They do not see anyone else's.

The dialler log

If the desk already runs an outside dialler such as JustCall, it does not have to change. The dialler posts each finished call and its outcome onto the lead in Naya CRM, so the timeline is complete whether the call was placed from the Calls page or from the dialler.

Every call and email becomes an interaction. If it is not logged, it did not happen, and with the dialler posting automatically, nothing depends on a rep remembering.

Ring-back, by a person or by Naya

An outreach email offers one ask: book a call, start a trial, or receive a call. When a prospect clicks "receive a call", two things can happen depending on how the campaign is set up.

A person rings back: a task lands with the call team, assigned to the first member free, with the lead's research and thread attached.

Naya rings back: the campaign's voice agent calls the prospect, in a voice cloned from a real person with their consent or a stock voice, speaking from that campaign's Conversation DNA. When the prospect is ready, Naya hands the live call to the right rep with a one-line heads-up. If nobody is available, it falls back to a task for the team.

Naya never claims to be a person. It says it is the AI assistant whenever anyone asks, and by default at the start of every call; a campaign can switch the opening line off. Every call has a transcript and a write-up on the lead. Automated marketing calls are regulated in most countries, so the advice is to start with follow-ups and inbound, where the prospect asked for the call.

The call team rotation

A campaign has a call team: the people who take booked calls and ring-backs. When a prospect opens the booking page, a slot is offered whenever anyone on the team is free, checking each person's Google Calendar and their existing Naya bookings. The booking goes to the member who is free at that time with the fewest upcoming calls, then the one longest since their last booking, then team order.

The effect is that a busy desk does not pile every call on the person whose name is on the campaign. Bookings spread. If one rep is out, the slots still show, because the rest of the team's availability is what the prospect sees.

When a slot is picked, the Zoom meeting, the calendar invite and the confirmation create themselves. The lead jumps to the top of Triage with a task due at call time.

Shared companies, private work

A workspace can share one record of each company and its people across campaigns while each rep's calls, notes, emails and opportunities stay private to their own leads. That suits a desk running several clients' campaigns over the same market: the company facts are maintained once, and each client's work is walled off.

Pricing for a desk

Seats are R699 per user per month on Pro and R1,249 on Team, which adds the four-tier role-based access and manager reporting a supervisor needs. Voice is metered at R3.50 per minute for the AI agent and carrier together, SMS at R0.45 per message part, WhatsApp at R1.20 per marketing message and R0.20 per other message, on a monthly usage invoice in rand. No seat minimum, no onboarding fee on the published plans.

If you run a desk of ten or more seats, tell us how your team makes calls and which SIP or VoIP provider you use at https://nayacrm.co.za/enquire. You get a 30-minute Zoom walkthrough of the Calls page with your setup, a seat-for-seat pricing comparison, and 14 days of demo logins for your supervisors to try it.