CallRail is packed with powerful tools, but most agencies only scratch the surface of what it can actually do. Beyond call tracking and number swapping, there are advanced features designed specifically for agencies to drive better insights, improve client results, and build stronger relationships. Yet, many of these tools remain underutilized.
In this section, we’ll uncover the most overlooked CallRail features that can help you work smarter, prove ROI more clearly, and impress clients with game-changing reporting and insights.
Keyword Spotting for Smarter Conversations
CallRail’s Keyword Spotting feature automatically scans call transcripts to detect specific words or phrases. You can flag intent-rich terms like “ready to buy” or “need a quote,” as well as red-flag phrases like “cancel service” or “not interested.” This helps agencies quickly sort leads by quality, identify sales opportunities, and uncover trends in customer sentiment.
Instead of manually listening to every call, your team can receive instant alerts when high-intent or at-risk phrases are detected. This is a game-changer for client reporting and lead qualification.
Call Scorecards to Improve Call Quality
With Call Scorecards, you can create a custom grading system to evaluate your representative’s performance. Whether you’re measuring greeting professionalism, product knowledge, objection handling, or lead capture, scorecards provide a consistent way to assess call quality.
Agencies that use scorecards give clients real-time feedback on how their staff is performing during sales or service calls. This insight leads to better training, improved conversion rates, and more confident clients.
Lead Center: One Inbox for All Communications
CallRail’s Lead Center consolidates all communication channels into a single, central inbox. It consolidates calls, voicemails, web forms, and text messages in a single view. This tool is especially valuable for small business clients who don’t have a full CRM system in place.
Agencies can manage and respond to leads directly or help clients monitor their lead pipeline more effectively. With timestamps, lead history, and conversation logging, it’s easy to ensure no opportunity slips through the cracks.
Conversation Intelligence and AI-Powered Tagging
Conversation Intelligence utilizes AI to automatically identify and tag key moments in a call. This includes identifying the lead source, detecting buying intent, recognizing missed opportunities, and even summarizing the call.
This tool eliminates guesswork and helps agencies scale their operations. You can track how many calls included pricing discussions, bookings, objections, or competitive mentions. It’s like having a call analyst working for you around the clock without lifting a finger.
Multi-Location Rollup Reporting for Franchise and Enterprise Clients
If you work with franchises, multi-unit businesses, or multi-location service providers, Multi-Location Rollups are essential. This feature aggregates data across multiple tracking numbers and accounts, allowing you to report performance at scale.
Agencies can compare performance across locations, identify underperforming branches, and highlight top-converting branches. It also enables faster, more accurate, and easier-to-digest client reporting, particularly for national brands with dozens or hundreds of locations.
Why Agencies Should Use These Features?
These underused features are not just bells and whistles. They help agencies do more with less, deliver deeper insights, and build stronger cases for their marketing impact. When clients understand why the phone rang and what happened after the call, they’re more likely to see value in your services and stay with you longer.
Agencies that adopt these tools can shift from just tracking to consulting and optimizing, becoming an indispensable partner in the client’s growth journey.
Frequently Asked Questions
How does Keyword Spotting help agencies?
Keyword Spotting automatically identifies critical phrases in call transcripts. It saves time, surfaces high-intent leads, and lets you track trends or issues without manually reviewing every call.
Can Call Scorecards be customized for different clients?
Yes. You can create custom scorecards tailored to each client’s goals. For example, you might grade customer service for one client and sales performance for another.
What’s the benefit of using Lead Center for agencies?
Lead Center acts as a simple CRM. Agencies can monitor all inbound communication, manage responses, and help clients stay organized with lead follow-up, all from a single platform.
Is Conversation Intelligence accurate?
Yes. It uses advanced AI and machine learning to analyze conversations. While it’s not perfect, it’s highly accurate and improves over time as it learns from more data.
Can I use Rollup Reporting if I manage multiple clients?
Absolutely. Multi-location and multi-client rollups allow you to centralize reporting across accounts. It’s perfect for agencies managing franchises or clients with several business units.