Understanding Next Calls Due in the Prospects Module

The Next Calls Due screen helps staff identify prospects who require follow-up and review recent contact activity before making the next call.

Navigate to:

Prospects > Next Call

This screen can be used to prioritise prospect follow-up, review trial status and monitor how frequently each prospect has been contacted.

Outstanding Call Reminders

A reminder may appear across the top of the screen when a previous call has not been completed or outcomed.

The reminder may show:

• the scheduled call date and time
• the prospect’s name
• a link to complete the call
• the number of outstanding reminders

Use the arrows beside the reminder count to move through additional incomplete calls.

Select the call link to open and complete the outstanding activity.

Filter by Staff Member

Use the staff dropdown to display prospects assigned to:

• All Staff
• an individual staff member

This allows staff to focus on their own prospect follow-up or allows managers to review follow-up across the team.

Prospect List

The Next Calls Due list displays prospects who may require contact.

Each row may include:

• prospect name
• trial status
• days since the prospect was created
• number of successful contacts
• number of unsuccessful calls
• emails sent
• SMS messages sent
• days since the last call
• contacts within the last four hours

Select the prospect’s name to open their profile.

Trial Status

A status label may appear beside the prospect’s name.

Examples include:

• Trial due to expire
• Trial expired

These labels help staff identify prospects whose trial period is ending or has already ended.

Trial expiry can be a useful prompt to contact the prospect about:

• their trial experience
• available membership options
• extending or completing the trial process
• arranging the next appointment
• joining the club

Days Since Created

The Days Since Created column shows how long the prospect record has existed.

This can help staff identify older enquiries that may require review.

The list may be sorted using this column, depending on the available controls.

Spoke To

The Spoke To column shows the number of recorded successful contacts with the prospect.

This figure depends on staff recording the correct outcome after each call.

Unsuccessful Calls

The Unsuccessful Calls column shows the number of recorded call attempts where staff did not successfully speak with the prospect.

Examples may include:

• no answer
• voicemail
• phone unavailable
• another unsuccessful contact outcome

Emails and SMS

The Emails and SMS columns show how many communications have been recorded or sent to the prospect.

These figures help staff understand how much contact has already occurred before making another attempt.

Days Since Last Call

The Days Since Last Call column shows how long it has been since the most recent recorded call.

This helps staff identify prospects who have not been contacted recently.

Contacts in the Last Four Hours

The Contacts in last 4 hour column shows whether the prospect has been contacted recently.

Staff should review this figure before calling to avoid repeated contact within a short period.

Download or Export

A download or export button may be available near the staff filter.

Use this option where you need to create an export of the displayed information.

The exact file format and information included may depend on the Clubfit configuration.

Using Next Calls Due

Staff can use this screen to:

• identify prospects requiring follow-up
• prioritise expired or expiring trials
• review previous call attempts
• avoid contacting the same prospect too frequently
• open the prospect profile before calling
• monitor assigned prospect workloads

Managers can use it to review:

• whether prospects are being followed up
• how often staff are making contact attempts
• older prospects that remain unresolved
• communication activity across the team
• trial follow-up performance

Best Practice

Before contacting a prospect:

1. Review their trial status.
2. Check the number of previous calls, emails and SMS messages.
3. Check when the last call was made.
4. Confirm they have not already been contacted within the last four hours.
5. Open the prospect profile and review notes and activities.
6. Make the call and record the outcome.
7. Schedule the next activity where further follow-up is required.

Important Notes

The figures displayed depend on calls, emails, SMS messages and outcomes being recorded correctly.

Outstanding calls should be completed or rescheduled rather than left unresolved.

Trial labels rely on accurate trial start and end dates being recorded in the prospect profile.

The information shown may vary depending on staff permissions, prospect assignments and club configuration.