Contact Centre · Sales Ops

Dialpad Sales Operations

A high-volume sales team was running on Dialpad but not really using it. Calls happened, but coaching, queue management, and performance reporting were all manual. I rebuilt the operational layer on top of Dialpad so the team's call data actually drove the week.

Role
Sales Operations Lead
Year
2024
Tools
Dialpad, Salesforce, Slack...
Dialpad sales department view · live calls, queues, coaching

Dialpad sales department view · live calls, queues, coaching

The starting point

The team was making and receiving calls all day. Missed calls were caught "sometime tomorrow." Coaching was ad-hoc. Performance reviews were vibes-based because nobody was pulling the data together.

What I set up

  • Department & queue structureSeparated Sales, Customer Service, and the coaching team — with hold queue, operator, and overflow rules per department.
  • Live monitoringActive toggles per agent, so the supervisor can see who's on a call and who's in standby in real time.
  • Recording & coaching workflowCalls routed for review with coaching tags, so the sales lead can sample-listen rather than scrub through hours.
  • Missed-call recoveryVoicemails flagged and routed to the right rep within minutes, with a SLA on callback time.
  • Weekly performance briefAuto-generated brief pulling call volume, duration, conversion rate, and missed-call ratio — landed in the leader's inbox every Monday.

The toolchain

DialpadSalesforceSlackGoogle Sheets

Outcome

<30 min
Missed-call recovery
Down from same-day or later.
Weekly
Coaching cadence
Anchored on real call data.
1 page
Performance brief
Visible to leadership every Monday.