AI Call Tagging: Valuable Insights in Real-Time Flow
What does call tagging mean?
Call tagging is a business phone feature that lets users label calls according to the conversation’s context. It helps surface and review ongoing business trends, including customer feedback on issues, service gaps, competitor mentions, escalations, and more.
With call tags, team members can prioritize call reviews more efficiently. Managers also gain insight into team performance, as understanding call drivers helps streamline processes and reduce unnecessary calls.
Historically, call tagging was a manual task, requiring hours of work for call review and labeling. MCM call tagging feature automatically categorizes calls with customizable tags, tailored to meet any business’s needs.
How is call tagging performed on MCM?
AI-powered call tags are accessible to MCM users on the Scale plan.
Activate AI call tags by enabling automatic call recording along with AI-generated summaries and transcripts.
By default, MCM suggests common call tags based on business use cases. You can also create custom tags in your settings by specifying your use case for the AI. Additionally, you can add a tag title and an emoji to help your team easily reference tags when reviewing conversations.
Once AI call tags are activated, they will automatically be applied to every call once it ends.
Create up to 25 call tags per inbox, allowing you to track the key categories for your business. For instance, if improving customer experience is your goal, you can monitor recurring issues and complaints to address them. Meanwhile, your sales team can leverage AI to analyze calls, track competitor mentions, and review how reps address common objections.
Discover more about how to use MCM call tags to get started.
Manage incoming calls effectively
MCM ensures your team stays organized and easily navigates through their call history.
Boost your team’s accountability with shared numbers
Easily sort and filter tags with call views
Quickly assign urgent issues
Save time using AI
AI-generated summaries and next steps
Auto-generated call transcripts
Recommended contacts
AI-powered call tags
Tag calls in four easy steps
1.Start your free trial of MCM and choose the Scale plan.
2. Launch the MCM app on your desktop, mobile, or web.
3. Activate automatic call recording, AI summaries, and transcripts in settings.
4. Set up and create your call tags.
That’s all! Start calling contacts and let MCM AI tag your calls automatically.
Why growing teams prefer MCM
Assign a number to each team
Provide your teams with local US, Canadian, or North American toll-free numbers. Whether it’s a new sales region or a nationwide support line, we’ve got it covered.
Need unique phone numbers for each team member? All MCM plans include a dedicated number for every workspace user, allowing your team to make and receive calls from their own assigned number. You can also create department-specific numbers.
Adding more numbers is simple. Extra numbers are $5 each per month.
Boost team collaboration
Stay updated on your team’s tasks with MCM.
View all calls, messages, voicemails, recordings, and more in shared inboxes.
Involve team members in urgent tasks or customer follow-ups through internal threads. Reduce follow-ups and see if a colleague has reviewed a call or conversation with inbox viewers.
Effortlessly manage your calls
Assist your team in managing inbound calls with MCM advanced call management tools.
Dial team members on a shared number or set up custom ring groups. Let customers reach specific teams using phone menus (IVRs or auto attendants). Transfer calls with warm transfers or include more team members via group calling.
Create custom call routing flows with MCM call flow builder. Drag and drop call blocks in a visual interface and customize each block as needed. Manage calls for both business and after-hours scenarios.
Track customer calls and assess team performance in real-time with call views. Provide feedback to help your team improve customer service over time.
Keep the conversation alive with text messaging
Engage more customers faster with MCM texting features.
Send SMS and messages for free to US and Canadian numbers. Use auto-replies to respond when unavailable, schedule messages to send at ideal times, and answer common queries quickly with snippets (pre-written templates).
Scale your texting efforts with automated flows using MCM Make or Zapier integration. For greater control over text automation, use the MCM API.
Nahid Ansari
Sales & Operations
Manager Ajoxi
No hidden costs
Frequently asked questions
Which teams can benefit from using AI call tags?
Any team looking to understand customer conversations and track call trends can benefit from AI call tags. Here are some examples:
- For customer support teams, AI call tags can identify common issues, service gaps, escalation reasons, churn causes, and more by analyzing customer interactions.
- For sales teams, AI call tags can highlight competitor mentions, feature comparisons, lead quality (e.g., hot leads), and pricing discussions, helping them adjust sales strategies.
- For product and engineering teams, AI call tags can reveal which features are discussed in technical support calls, aiding in prioritizing feature development or bug fixes.
While call tags are common in call centers, they’re also invaluable for small business teams looking to enhance their customer experience using call data.
How fast are call tags assigned to my calls?
Call tags are applied within seconds after a call ends in your MCM workspace (for both inbound and outbound calls). Once MCM processes the call recording, call tags are displayed alongside call summaries and transcripts.
Are there best practices to follow when creating a tag?
When creating a new call tag, follow these best practices to help MCM categorize calls accurately:
- Add a description: While optional, descriptions help MCM better understand how to tag your calls.
- Define each tag’s scope: Focus on one business goal or process per tag to ensure clarity during call reviews.
- Include specific phrases: Add keywords for MCM to focus on or avoid, refining tag quality.
- Refine tags over time: Edit tag titles and descriptions as you use them to optimize team usage.
Where can I find my call tags in MCM?
You can find your call tags below call recordings in your inbox. Call tags are also visible in your call views.
What are some tag examples I can apply?
Here are some tag examples you can apply:
Track customer issues effectively:
Tag title: Problem
Tag description: Use for calls that clearly outline an issue, complaint, or dissatisfaction with the company’s product or service. This includes discussions on product defects, service interruptions, unmet expectations, or challenges requiring resolution. Avoid using this tag for general inquiries, feature requests, or vague dissatisfaction without a specific problem.
Identify calls where customers may cancel your service:
Tag title: Cancellation Risk
Tag description: Apply to calls where customers hint at or mention cancellation, even if not explicitly stated. Look for phrases like “I’m unsure about continuing” or “What’s your cancellation policy?” Tag calls that suggest alternatives or doubt about ongoing service. Do not use this tag for routine contract-related questions or casual mention of cancellation.
Track positive customer feedback:
Tag title: Team Praise
Tag description: Use for calls where customers specifically praise individual team members or their service experience, such as “Your representative was excellent” or “Please inform their manager how helpful they were.” Also, apply when customers request a supervisor to offer praise. Avoid applying this tag for generic expressions of gratitude like “thanks” or when customers are just being polite.
How can I create a custom tag in MCM?
To add a custom call tag, follow these steps:
- Visit the AI call tags settings page.
- Click on Add Tag.
- Enter a name for your tag.
You can optionally include a description to help the AI know when to apply the tag, such as specifying keywords or scenarios.
Learn more about setting up your call tags in our support article.