08 - Best Practices for Managing Phone Calls in CareFunnels

Phone calls bring in a large volume of leads, but handling them correctly is what keeps your pipeline organized and actionable. This article covers the next steps after receiving a call and how to categorize contacts effectively.

• Record the caller’s first name, last name, phone number, and email in CareFunnels.

• This ensures the lead has a proper contact record and can be followed up on later.

• By default, new callers may appear as Uncategorized.

• Update the Contact Type to reflect whether the caller is a:

  • Client Lead (someone seeking care)

  • Caregiver Lead (someone applying for a job)

  • Other appropriate category based on your setup

Proper categorization ensures automations, workflows, and reporting work correctly.

• Designate a team member as the owner of the contact.

• This makes it clear who is responsible for follow-up and prevents leads from falling through the cracks.

• Use the Notes field to record details from the conversation (e.g., type of care needed, availability, urgency).

• Create follow-up tasks so you or your team know the next step to take.

1. Open the Contact Record for the caller.

2. Click Create Opportunity (usually found in the contact view options).

3. Fill in the details:

   • Pipeline (e.g., Client Intake, Caregiver Recruiting)

   • Stage (e.g., New Lead)

   • Opportunity Name (use the contact’s name for clarity)

   • Owner (the staff member responsible for follow-up)

4. Save the opportunity.

5. The contact will now appear in your Opportunity Pipeline, ready to be tracked and moved through stages.

• Organization: Keeps your contact list clean and actionable.

• Accountability: Ensures every phone lead has a clear owner and next step.

• Conversion: Moving contacts into the opportunity pipeline makes them part of your measurable sales/recruiting process.

✅ Tip: Always categorize contacts immediately after a call. Waiting to do it later increases the risk of errors and missed follow-ups.