Nautilus
Call tagging in Nautilus isn’t simply about labelling calls, it’s about turning conversations into valuable data. When applied consistently, tags help your organisation identify patterns, enhance customer service, and make more informed decisions.
1. Start with Clear Objectives
Before creating your tags, it’s important to define what you want to measure or track. Without clear objectives, a tagging system can quickly become messy, inconsistent, and meaningless. By setting a strong foundation, every tag serves a purpose and contributes to meaningful insight.
👉 Monitoring recurring customer issues
Spot patterns such as repeated login problems, frequent billing disputes, or product faults. This helps you identify root causes and work with relevant teams to resolve them.
👉 Tracking sales opportunities and conversions
Use tags to capture potential upsell or cross-sell opportunities, and measure how effectively these are converted into actual sales.
👉 Identifying high value leads or escalations
Highlight calls that involve VIP clients, urgent complaints, or situations that require a different team to follow up. This allows critical interactions to receive timely attention.
When your tags are linked directly to business goals, they remain purposeful rather than cluttered, making it easier for agents to tag consistently and for managers to draw actionable insights from reports.
2. Standardise Your Tag List
A consistent tag list is essential for maintaining accuracy and alignment across your organisation. When everyone uses the same structure, you avoid confusion and generate cleaner, more reliable reports. A poorly designed tag list, on the other hand, can quickly lead to mislabelling, duplication, and data that is difficult to interpret.
👉 Use clear, descriptive labels
Avoid vague or abbreviated terms such as Tech or Misc. Instead, use full, descriptive labels like Technical Support, Billing Enquiry, or Package Lost. Clear labels make it easier for agents to select the correct option without second guessing.
👉 Keep the list concise and manageable
A long or overly complex tag list can overwhelm agents during live calls and increase the likelihood of errors. Focus on the categories that matter most to your business objectives. Aim for balance: broad enough to capture all key scenarios, but not so detailed that tagging slows down workflows.
👉 Eliminate duplicates and overlapping categories
Multiple tags with similar meanings such as Refund Request and Money Back create inconsistency and confusion. Overlapping categories also make reporting less effective. Audit your list regularly to merge, refine, or remove tags that cause ambiguity.
By standardising your tag list, you create a shared language that agents can apply consistently. This not only improves the quality of your call data but also strengthens cross team communication and makes reporting far more valuable.
3. Keep It Simple, yet Scalable
Your tagging process should strike the right balance. It must be easy for agents to use in the moment, while remaining flexible enough to grow as your business evolves. A system that is too complex discourages consistent tagging, but one that is too limited won’t capture the full picture.
👉 Limit tags to 1 to 3 per call
Asking agents to apply too many tags slows them down and increases errors. A small number of focused tags is usually sufficient to capture the essence of the interaction while keeping the workflow efficient.
👉 Review and refine your tag list regularly
Over time, some tags will become redundant or irrelevant, while new trends or business initiatives may require new categories. Regular reviews keep your tagging system accurate, up to date, and aligned with business priorities.
👉 Introduce subtags where appropriate
Subtags allow you to capture additional detail without overcomplicating the main tag list. For example:
- Escalated > Lost & Found
- Payment > Transferred
- Support > Login Issue
This layered approach makes it possible to track both broad categories and specific scenarios, improving reporting precision.
By keeping the process simple yet adaptable, you ensure that call tagging becomes a natural part of the workflow for agents, while still providing the depth of data managers need for analysis and decision-making.
4. Tagging During Live Calls
In Nautilus, the tagging feature is designed to be an integrated part of the agent’s workflow. It automatically appears during every live call and remains visible on the webphone until the agent applies and saves at least one tag. This built in design means tagging is never overlooked or delayed until after the call.
By embedding tagging directly into the live call process, agents benefit in several ways:
👉 No call is left untagged
The system prevents gaps in reporting by requiring at least one tag before the call can be closed. This guarantees that all interactions are accounted for.
👉 Classification happens in real time
Agents are prompted to assign the correct tags while the context of the conversation is still fresh.
👉 Tagging becomes second nature
Because it’s embedded into the call handling process, tagging doesn’t feel like an extra step but simply part of completing the call.
👉 Consistency and accuracy improve
By standardising when and how tags are applied, your organisation benefits from cleaner data and more reliable reporting.
This approach not only drives agent compliance but also guarantees managers have complete, accurate datasets to work with by turning call tagging into a powerful and dependable source of business insight.
5. Train Your Team
Even the most carefully designed tagging system will fall short if it is not used properly. People and processes go hand in hand, technology alone cannot deliver consistent results. To get the most from call tagging in Nautilus, it is essential to make sure agents are confident and consistent in how they apply tags.
It is crucial that agents:
👉 Understand why tagging matters
Show them how tagging directly impacts reporting, customer experience, and business decisions. When agents see the bigger picture, they are more likely to take tagging seriously.
👉 Know which tags to apply in common scenarios
Provide clear examples of which tags correspond to typical call types such as billing enquiry, delivery issue, sales opportunity, etc.
👉 Follow the same rules across departments
A uniform approach prevents discrepancies, making the data easier to analyse and compare across teams.
Supporting materials can make a big difference. Providing a tagging guide or quick reference cheat sheet helps agents work more efficiently and reduces uncertainty when tagging live calls. Some organisations also incorporate call tagging scenarios into onboarding and refresher training, reinforcing good habits from day one.
6. Monitor and Evolve
Your tagging strategy shouldn’t remain static, it needs to adapt as your business, customers, and priorities change. A well maintained tagging system ensures your data remains accurate, relevant, and valuable over time.
👉 Audit tagged calls regularly
Review a sample of calls to confirm that tags are applied correctly and consistently across agents and teams.
👉 Retire outdated or unclear tags
Remove labels that are no longer used, are too vague, or overlap with others, as they can create confusion and dilute insights.
👉 Refine and add new tags when needed
As new products, services, or customer trends emerge, introduce new tags to capture this information effectively.
👉 Analyse reports for insights
Use Nautilus reporting to spot recurring issues, trending topics, or untapped opportunities that may inform both operational improvements and strategic decisions.
By continuously auditing, refining, and expanding your tag list, you create a living system that evolves with your organisation keeping call data actionable and aligned with your goals.
7. Turn Data into Action
The true value of call tagging isn’t in the tags themselves, but in the insights they unlock. With Nautilus Call reports, you can transform everyday interactions into meaningful improvements for your business.
👉 Identify and resolve recurring customer challenges
Tagging allows you to quickly spot patterns, whether it’s repeated technical issues, billing disputes, or common product questions. By identifying these trends, you can address root causes, reduce repeat contacts, and improve customer satisfaction.
👉 Prioritise high value calls, such as leads or escalations
Not all calls carry the same weight. Tags help you separate routine enquiries from opportunities that require urgent attention, like potential sales leads, VIP customers, or critical escalations. This helps guarantee resources are directed where they deliver the most impact.
👉 Track the impact of campaigns or new initiatives
When launching a new product, promotion, or process change, tags make it easy to monitor customer responses in real time. You’ll see whether customers are calling with interest, confusion, or complaints, giving you the insight needed to adjust and optimise quickly.
By combining consistent tagging with Nautilus reporting, you create a powerful feedback loop where every customer interaction becomes a source of intelligence that drives better decisions, sharper strategy, and stronger results.
Conclusion
Although call tagging may seem like a small detail, it can make a considerable difference to customer experience, operational efficiency, and business growth. By keeping your system clear, simple, and consistent, and by making use of Nautilus’s live call tagging prompt and reports, you’ll transform raw call data into actionable insights that drive stronger results.
