Call tracking for agencies with more than one office

One number, one office line

Every VereTel tracking number forwards to one line, set at the phone carrier. For a multi-office agency, that gives a simple rule: a number belongs to an office if it forwards to that office’s line.

• The Tampa office gets its own numbers, forwarding to the Tampa line.
• The Orlando office gets its own, forwarding to the Orlando line.
• A call to any of them rings the right office, without a receptionist passing it along.

There are no menus, no “press 1 for Tampa”, and no time-of-day routing. If a caller needs to be sent somewhere, the number they dial decides it. See call forwarding.

Label numbers by office and source

A label appears beside each call in the desk. For several offices, put both facts in it, in a fixed order so it sorts and reads consistently:

• “Tampa · Google · ACA”
• “Tampa · Mail · Oct drop”
• “Orlando · Facebook · Medicare”

This answers two questions at once: which office took the call, and which campaign sent it. Put the office first and the campaign second, and the list scans easily.

One agency, one desk

Be clear about what this is. An account has one desk and, today, one sign-in (adding teammates is coming), and whoever signs in sees the same call list. We do not offer per-office permissions, so an office manager cannot be limited to only their office’s calls.

For an agency where the principal or operations lead oversees every office, that is what you want: one place to see everything. If each office is a separate business that must not see the others’ calls, it may be better to set them up as separate agencies. VereTel keeps separate agencies’ data apart at the database level; see data separation and security. Talk to us before deciding, because separate agencies are separate accounts, each with its own plan and its own sign-in email address: one email address can belong to only one account.

Comparing offices

Filter the desk by date and read the labels. Because every label begins with the office, you can count calls per office, then per source within each office. A few things to look for:

• An office with plenty of calls and a high share missed. That is a staffing or line problem, and the desk shows it directly.
• Two offices running the same campaign with very different call counts, which may mean different budgets or different local demand.
• A source that works in one office and does not in another.

The desk is a call list with filters, not a report, so the counting is done by reading the list. There is no export today. For a handful of offices that is manageable; the more offices you add, the more discipline the labels need.

Adding an office or closing one

Once you have numbers, when a new office opens you add numbers for it in your account, label them for that office and point them at its line. They appear in your desk from their first call. When an office closes or moves phones, you change where its numbers forward or release them. Numbers on old print or old listings will keep ringing until they are changed, so do not leave them pointing at a line nobody answers.

Keep your label scheme written down somewhere the whole agency can find it. Labels are the only way the desk tells offices apart, and a new hire who invents a different format will make the list harder to read.

Sizing numbers and minutes

Multiply out: offices times sources each one runs. Three offices running three sources each need nine numbers. That fits Growth and Scale, and the plan’s minutes cover the agency’s calls. An extra number is $5 a month on those plans. A new account can hold up to 3 numbers during its first 30 days; an order for more is held for review. After that, the full count of its plan applies. See pricing. Numbers are not on sale yet. Create a free account and ask to be told when they are.