⏱ How the Enquiry Timer Works
The timer for each individual enquiry continues to run until one of two actions occurs:
• A direct conversation is held with the client via Callwell, or
• A message is successfully left on their voicemail or answerphone.
Once either of these actions is completed, the enquiry’s History will display “Connected – Successful call”, and the timer will stop (please allow up to 10 minutes for this update). In most cases, this process works as intended, and response time scores are awarded accordingly.
📈 Why Scoring Matters
While scoring is a key feature of Callwell, its primary purpose is to help your branch secure new business. It does this by making it clear to everyone what efforts have been made to reach each client. Scoring is designed to encourage consistent follow-up until a successful connection is made—which is why the timer only stops when direct contact or a voicemail is achieved.
⚠️ Exceptions and Zero Scores
There are occasional exceptions where the timer will run down to zero, such as:
• The client calls the branch back immediately
• Your branch may have telecom issues
• The client number is invalid
• The client requests communication via email only
These situations are rare but do happen to every branch, including those at the top of our leaderboards.
📌 Important Policy Note
To maintain fairness and consistency across all users, Callwell does not delete, amend, or archive enquiries under any circumstances—even in cases involving exceptions such as invalid contact details or client-specific communication preferences. Additionally, the enquiry timer cannot be manually stopped or adjusted.
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