Found Connect (outbound call tracking)

Overview

Found Connect is a feature in Found that helps you track and monitor phone calls made to enquiry contacts. When enabled, the system provides you with a special proxy phone number and a unique reference code for each contact.

Key benefits:

• Accurate call tracking linked to specific enquiries

• Call recording for quality assurance and training

• Enhanced security through unique reference codes

• Better attribution of marketing sources

Important: 

• Outbound call tracking is only available for Care Home and Home Care enquiries that came through Lottie. It is not available for Retirement Living enquiries.

• Please make sure to inform the care seeker that they are being recorded.

Why we use outbound call tracking

Based on partner feedback, we've introduced the ability for partner providers to monitor outbound calls that connect to care seekers. This innovation will very quickly allow us to improve Lottie's referral quality and move-in conversion rates for partners by:

• Understanding enquiry pick-up rates for each of Lottie's referral types and marketing channels

• Optimising Lottie's marketing spend towards referral types/marketing channels with the highest pick-up rates and therefore driving better conversion rates at every stage of the funnel for partners

• Track and share innovative call insights with partners (e.g. Attempted Call Rate, Call Length and Speed of Response) to help partners improve their own enquiry handling processes

To do this, Lottie now provides a placeholder number along with a unique code for care seekers that populates in your referral emails and Partner Portal. When these contacts are called, we can provide further insights such as how soon the contact receives a call-back.

What you'll experience:

• Calls will be recorded for training and monitoring purposes

• A voice prompt will notify callers that Lottie is connecting the call

• The resulting changes to data processing have been reflected in the DPA

How it works

When outbound call tracking is enabled for an enquiry:

1. Proxy phone number: Instead of the contact's real phone number, Found displays a special proxy phone number

2. Unique code: You'll receive a unique number that must be entered when making the call

3. Call recording: All calls made through the proxy number are recorded for monitoring and quality purposes

4. Code expiry: Reference codes are refreshed every 30 days for security

Outbound call tracking in Found

Viewing contact details

When you navigate to edit a contact who has a Lottie-attributed enquiry, you'll see a special message in the phone number section:

Instead of the phone number, you'll see:

Please click here to reveal the phone number and unique code.

Why do I need to do this?

We do this to help ensure the correct call tracking is associated to the correct enquiry and for security purposes.

Simply click the link to navigate to the enquiry where you can view the tracking details.

On the enquiry page

When viewing an enquiry with outbound call tracking enabled:

1. Navigate to the Contacts tab

2. Expand the contact's accordion

3. You'll see:

   • Phone: A proxy phone number (this is the number you should call)

   • Unique code: A reference code displayed in a pink alert box

Making a call

To call a contact with OCT enabled:

1. Use the proxy phone number shown in Found

2. When prompted, enter the unique code

3. Your call will be connected and recorded

Important: Always use the proxy number and unique code shown in Found, not the contact's real phone number, to ensure proper call tracking.

Outbound call tracking in email notifications

When you receive email notifications about new enquiries or enquiry activities, the contact information will automatically include the outbound call tracking details if applicable.

In notification emails, you'll see:

Contact Information:

• Name: John Smith

• Email: john.smith@example.com

• Phone: +44 20 1234 5678 (proxy number)

• Reference Code: ABC123

Making the call:

1. Dial the phone number shown in the email

2. Enter the reference code when prompted

3. Proceed with your conversation

This ensures you can quickly respond to enquiries directly from your email while maintaining proper call tracking.

Understanding Error Codes and Connection Issues

When calling a care seeker using Found Connect, you may hear one of the following automated messages:

Found Connect Errors

1. Sorry, that code wasn't recognised. Please check the code and try again."

• The 6-digit code you entered is incorrect and doesn't match our records

• What to do: Double-check the code displayed on the enquiry and re-enter it carefully using your phone's keypad

2. Sorry, that code has expired.

• The tracking code is no longer valid (codes expire after 30 days)

• What to do: On expiry you can access a new reference number via Found by logging in and navigating to the enquiry.

3. You've reached the maximum number of attempts.

• Too many incorrect code entries have been made

• What to do: Email support@app.lottie.org with the enquiry details to resolve the issue

4. We didn't receive any input. Please try again when you have your access code ready.

• The system didn't detect any button presses or voice input

• What to do: Ensure you have the 6-digit code ready before calling and enter it promptly when requested

5. Sorry, we couldn't understand that. Please try again using your keypad, or speak your code more clearly.

• Your voice input wasn't clear enough for the system to recognise

• What to do: Use your phone's keypad to enter the code instead of speaking it, or speak each digit clearly and slowly

5. We're sorry, but we're experiencing technical difficulties.

• A temporary system issue is preventing the call from connecting

• What to do: Wait a few minutes and try again. If the problem persists, contact support@app.lottie.org

No Error But Care Seeker Doesn't Answer

If you do not receive an error code when you call, but do not get through to a care seeker, this means:

• ✅ The call has been connected correctly

• ✅ Your tracking code worked properly

• ❌ The care seeker simply has not picked up the phone

This is not a system error - the connection was successful but the care seeker was unavailable to answer.

Recommendations for Successfully Contacting a Care Seeker

To maximise your chances of reaching a care seeker who isn't answering:

Call Multiple Times

• Call the care seeker 3 to 5 times before considering alternative contact methods

Vary Your Timing

• Call at different times of day (morning, afternoon, evening) to reach them when it's most convenient

• Morning (9-11 AM), afternoon (2-4 PM), and early evening (5-7 PM) typically have the best response rates

Spread Out Your Attempts

• Call over the course of three separate days to increase the chances of connecting on a day that works for them

Example Call Schedule:

• Day 1: Morning (10 AM), Afternoon (3 PM)

• Day 2: Late morning (11 AM), Early evening (6 PM)

• Day 3: Mid-morning (10:30 AM)