Telecaller performance your team can see, measured from the phone
In most clinics, telecaller performance is pieced together at the end of the month: call counts from one system, outcomes from another, and a conversation in a review about why Tuesday afternoons were so quiet. By then the month is gone.
AtomCRM gives each telecaller their own numbers during the day, measured from the handset, and gives managers the same figures in the desktop CRM. A telecaller who can see their connect rate at 4 pm still has an hour to change it.
- The Me screen shows each telecaller calls made and received, connected, missed, connect rate and talk time.
- Talk time is the handset's real post-answer duration, not an estimate.
- An hour-by-hour strip shows connected calls in green and unanswered in red, so gaps in the day are obvious.
- Lead figures include leads worked, converted, notes written, open follow-ups, overdue follow-ups and stage moves.
- A figure that was never measured shows as a dash, never as a zero.
What each telecaller sees about their own day
The Me screen is not a management screen. Floor managers have the desktop CRM. It exists because people change what they can see.
Time windows
Today, yesterday, this week and the last 30 days. These are the same windows the CRM reports on, so the phone and the desktop always agree.
Call figures
Calls made and received, connected, missed, connect rate and talk time. Talk time is the handset's real post-answer duration.
The hourly strip
One bar per hour. Connected calls in green from the baseline, unanswered stacked in red above. A mostly red bar at 15:00 says "you were away" at a glance.
Lead figures
Leads worked and converted, notes written, open follow-ups, overdue follow-ups and stage moves.
Forwarding
Where this phone sends calls it does not answer, and when that rule was last applied to the SIM.
Sign out
The one place to sign out, which also unpairs the handset so nobody can post calls in that person's name.
Why a dash is not a zero
"No calls attempted" and "0% connect rate" are different facts. The first means the telecaller did not dial. The second means they dialled and nobody picked up. Printing zero for both is how a report starts lying quietly, and how a good telecaller gets a bad review.
So in AtomCRM, a figure that was never measured prints as a dash. A zero means something was measured and the answer really was zero.
The same principle runs through the whole calling app. The handset can tell AtomCRM who answered, how long it rang, how long they talked and who never picked up. It cannot tell anyone who hung up, because Android's call log does not record that for ordinary apps. So AtomCRM does not show a "patient hung up" figure. Any tool that shows one on a stock Android phone is guessing.
Reading the numbers without punishing the wrong person
A few patterns come up again and again when clinic managers start looking at handset-measured data.
- Low connect rate, normal call volume. Often a lead-quality or timing problem, not a telecaller problem. Check which sources the leads came from and what time of day they were called.
- Red bars at the same hour every day. Usually a staffing gap, such as lunch breaks that overlap or a telecaller covering reception. Fix the rota before the person.
- High talk time, few stage moves. Long, friendly calls that do not move a patient forward. This is a coaching conversation, and call recordings on the lead give you real examples to coach from.
- Many notes, many overdue follow-ups. The telecaller is working hard on new leads and letting promises slip. The Follow-ups screen opens on overdue for exactly this reason.
Where Hawk takes over
The Me screen is about one person's day. For the clinic-wide picture, Hawk, ICG's intelligence layer, sits above AtomCRM and shows where leads leak: a caller leaderboard, follow-up adherence by stage and by caller, and leads that were qualified but never followed up.
Because both read the same AtomCRM data, the number a telecaller sees on their phone and the number a clinic owner sees in a review are the same number.
Why the app does not track attendance
Clinic owners sometimes ask whether the calling app can also track attendance or shift hours. It deliberately does not. What "working" means for a phone in someone's pocket is a business decision: is a telecaller on a break working? One who is walking to the reception desk? Building that in early would corrupt every attendance figure it touched.
What the app does give you is the hourly strip, which shows when calls were answered and when they were not. For most clinics, that answers the question behind the attendance request without pretending to measure something the phone cannot.
What AtomCRM costs
₹50,000/- one-time setup
+ ₹799/- per telecaller per month
The calling app is included for every telecaller. Calls go over the SIMs your team already uses, so there is no IVR to rent. The only added running cost is storage for the call recordings you choose to keep.
AtomCRM is live at 80+ healthcare centres in India, including 15+ IVF centres, 20+ aesthetic centres and 10+ eye centres.
Telecaller performance: common questions
Is talk time estimated?
No. Talk time is the handset's own post-answer call duration, read from the phone's call log.
Can managers see every telecaller's figures?
Yes, in the desktop CRM, which reports on the same time windows as the app. Each telecaller sees only their own figures on the phone.
Why does a figure show a dash instead of zero?
A dash means nothing was measured, for example no calls were attempted. A zero means something was measured and the result was zero. Keeping them apart stops reports from blaming people for work they never had.
Can AtomCRM track telecaller attendance?
Not in the calling app. Attendance and shift tracking was deliberately left out because what counts as working on a phone is a business decision. The hourly strip shows when calls were answered and missed.
Keep reading
AtomCRM overview
The calling app, the CRM behind it, the Android recording constraint and pricing on one page.
Follow-up discipline
Overdue, today and upcoming buckets, mandatory notes and required callback dates that keep promises visible.
Setting up a telecaller team for a clinic
Roles, sizing from your own call volume, a daily routine, the numbers to review and how to train new hires.
Missed-call escalation
How a missed patient call is offered to the next free colleague within seconds, with a countdown and a full audit.
See the AtomCRM calling app on your own handsets
We start with a two- or three-phone pilot, so you know exactly what you are buying before your whole calling team moves over.
