Updated 26 days ago
Rep Best Practices
Best Practices to Maximize Your Success:
Where to go for quick help: Click the "?" in the upper right of Orum to connect with our Support Team (real humans!). They typically respond in 60 seconds and are on standby to help with product questions/issues. Step by step guide on how to start a chat
Enable Desktop Notifications to answer more callbacks (you're 4x more likely to book a meeting on a callback!). If you’re away from the Orum tab, callbacks will appear as a Desktop notification. Click to return to Orum and answer.
Enable Desktop Notifications in Orum Personal Settings --> System section
If away from the Orum tab, you'll see/hear a popup notification
If on the Orum tab (and dialed into a session), you can accept the call in the browser.
Visit Call History to review your Missed Callbacks (filter by "Inbound Callbacks")
Leave voicemails to drive more callbacks and email opens (+25.8% subsequent pickup rate, +11.5% call-back rate within 7 days, +11% email conversion rates)
To maximize your preparedness going into calls, install the Orum Chrome Extension (embedded LinkedIn profiles)Start each day in the Salesfloor (demo video) to listen/learn and celebrate with your team.
To maximize your connect rates, use Boost Connect and rotate between your Fallback Numbers throughout the day (add a few from each time zone). Boost Connect:
Increases Connect Rates by 21% on average.
Uses your CRM data to intelligently & automaticall choose the best Area Code to Call From, based on each prospect's City, State, Area Code, etc.
Pulls from a pool of 10,000+ numbers that Orum owns
Automatically limits phone number usage to circumvent Spam
Rotates numbers if the prospect is called multiple times in a day
When Parallel dialing, speak quickly after the beep to maximize your conversations!
Integration-Specific Tips
Outreach:
To pull Account Notes and Prospect Notes in from Outreach, install the Orum Chrome Extension.
Call Outcome | Call Task Completed in Outreach Sequence? | Description |
No Answer | Yes | Based on data suggesting that a person won't answer after 30 seconds, this feature automatically ends a call if it rings for that long without an answer. The system will log the call as "no answer," complete the task, and move on. |
Voicemail | Yes | If the system detects that it has reached a prospect's voicemail, it will automatically end the call, complete the task, and move on to the next prospect. |
Busy/Failed | No | If a phone line is busy or the call fails to connect, the system will automatically move on to the next prospect. This action does not complete the task, as it's not considered a fair chance for the prospect to answer. The user would typically need to try the number again later or find a different number to try for the prospect. |
Dial Trees | You decide - configure in Personal Settings | When the AI recognizes that a call has reached a phone menu or a "dial tree," it ends the call and logs it as such. Whether the call task is marked as complete depends on the user's personal settings. |
Salesloft:
Call Outcome | Call Task Completed in SalesLoft Cadence? | Description |
No Answer | Yes | Based on data suggesting that a person won't answer after 30 seconds, this feature automatically ends a call if it rings for that long without an answer. The system will log the call as "no answer," complete the task, and move on. |
Voicemail | Yes | If the system detects that it has reached a prospect's voicemail, it will automatically end the call, complete the task, and move on to the next prospect. |
Busy/Failed | No | If a phone line is busy or the call fails to connect, the system will automatically move on to the next prospect. This action does not complete the task, as it's not considered a fair chance for the prospect to answer. The user would typically need to try the number again later or find a different number to try for the prospect. |
Dial Trees | You decide - configure in Personal Settings | When the AI recognizes that a call has reached a phone menu or a "dial tree," it ends the call and logs it as such. Whether the call task is marked as complete depends on the user's personal settings. |
HubSpot:
If calling down Contact Lists, to prevent accidental follow-up calls after conversations, use Active Lists (video walkthrough, step by step guide) and filter by fields like Contact Owner, Lead Status, etc. After conversations, reps can manually update Lead Status OR you can automatically update Lead Status by using a HubSpot Workflow (Professional+ package required). When "Lead Status" no longer matches your Contact List filter criteria (i.e. it changes from to from "New" to "In Progress", "Disqualified", etc.), the contact will fall off.
If calling down Sequences, coach reps to manually unenroll Contacts from Sequence (directly in HubSpot) after each conversation. Or you can create an automation to Remove prospect from Sequence (Enterprise package required)
If calling down Sequences, customize each the Task Title for each Sequence call step (ex: "SEQUENCE NAME - SEQUENCE STEP"). Task Title displays in Orum to help the team sort/filter by Sequence, and better prepare for conversations [step by step guide]
Call Outcome | Call Task Completed in HubSpot Sequence? | Description |
No Answer | Yes | Based on data suggesting that a person won't answer after 30 seconds, this feature automatically ends a call if it rings for that long without an answer. The system will log the call as "no answer," complete the task, and move on. |
Voicemail | Yes | If the system detects that it has reached a prospect's voicemail, it will automatically end the call, complete the task, and move on to the next prospect. |
Busy/Failed | No | If a phone line is busy or the call fails to connect, the system will automatically move on to the next prospect. This action does not complete the task, as it's not considered a fair chance for the prospect to answer. The user would typically need to try the number again later or find a different number to try for the prospect. |
Dial Trees | You decide - configure in Personal Settings | When the AI recognizes that a call has reached a phone menu or a "dial tree," it ends the call and logs it as such. Whether the call task is marked as complete depends on the user's personal settings. |
Apollo:
Call Outcome | Call Task Completed in Apollo Sequence? | Description |
No Answer | Yes | Based on data suggesting that a person won't answer after 30 seconds, this feature automatically ends a call if it rings for that long without an answer. The system will log the call as "no answer," complete the task, and move on. |
Voicemail | Yes | If the system detects that it has reached a prospect's voicemail, it will automatically end the call, complete the task, and move on to the next prospect. |
Busy/Failed | Yes | If a phone line is busy or the call fails to connect, the system will automatically move on to the next prospect. This action completes the task, and moves them to the next step in the Sequence. |
Dial Trees | Yes | When the AI recognizes that a call has reached a phone menu or a "dial tree," it ends the call and logs it as such. This action completes the task, and moves them to the next step in the Sequence. |
Salesforce:
Ensure you are using a supported report type
Filter your reports by a field like "Lead Status", and ensure the reps are updating it after speaking with prospects (i.e. to "Responded") so that they fall off the report automatically. You can also automate this by creating a flow to update Lead Status when you log a call in Orum as "Meeting Booked", etc