Dashboard and system configurations

1) How do I customize what shows on the agent’s dashboard?

You can rearrange the windows. Double click on the Menu to hide it. It will give you more space. The main CRM window content can be customized under the CRM Setup, Contact menu. The components that displayed on the home page can be customized by clicking “customize this page”.

2) How can we make manual dial calls from the agent dashboard, using keypad?

(When we made an attempt to make a call, received an error message “failed called”. The call attempts showed on my admin dashboard as outbound calls, that failed.)

Just type in the 10 digit phone number, or click the key pad. If the phone number is good, you can retry the call.

3) In a previous support ticket, I was instructed how to add a new contact record in a situation where an agent connected with a party that was not the actual contact. I understand I check the “Do Not Call” so that the new contact will not be mistakenly called from the original contact record. However, how do I disposition the original contact record, so that the dialer will continue to dial the other numbers listed?

create a new record with the phone number, set do not call. in the original record, remove the phone number.

4) How can I allow my agent to assign contact records for them to follow-up? Also, where will my agent find the list of contact records that have been assigned to them?

In the assign to field, select the agent name.

To find all contacts assign to a particular agent, go to Contact, Search, and in the assigned to field, select the agent login name. There are also advanced search available. For example, if you want to find contacts assigned to an agent, and the contact status is “Not contacted”.

5) How can I set dialing time rules? Example my agents start at 7 AM and we are Pacific time zone, but we can not dial Pacific time zone until 8 AM, how to I set the dialer to only call the contacts or numbers in the Eastern & Central zone first?

Go to Setup, Account, Call Control. In Allowed outbound call time, set the From and to time regardless of timezone. The software will automatically adjust the time based on target phone number. So if the phone number is in PST, and your allowed time is from 8:00 PM, the system will not call that number before 8.

6) How can I turn on or off the answering machine detection? (Some of my campaigns require agents to leave live messages.

Setup, Account, Call Control, Detection Algorithm.

7) How can I remove certain call disposition results from a campaign list we have worked, in order to re-call the campaign list?

Let’s assume you run a campaign, and want to call all machine answered again. You have two ways.

One is go to campaign details, select View, machine answered only, Save the list and give it a name. You can then start a new campaign based on the new list.

Or you can utilize call disposition rules and CRM fields. The first campaign you can use a disposition rule to set Contact Status to “contact later” for machine answered. After the campaign, do a search for the same list as the first campaign, plus Contact Status is “contact later”, then save the search result as a new list. Start a new campaign based on the new list.

Overall, you can setup your campaign process by utilize call disposition rules to automatically set certain CRM fields. And based on the CRM fields, do a search to find the contacts you want to call, and then start a campaign.

8. How do I set the adjustment for the dialer to recognize and use certain numbers I have added to the systems for caller ID to match the area code of numbers being dialed? Also, what caller ID number shows when I do not have a matching area code in my caller ID section? What is max turnaround?

Local presence is available in dedicated/enterprise cloud account. We will send you setup instructions.
If you do not have a matching phone number, it will use a matching pattern for that area code. Most likely will be an invalid phone number.

If you already have dedicated cloud account setup, the setting up local presence phone number is immediate.

Posted in Call Center Software, Tips & Tricks |

Customize CRM for insurance sales

Every insurance sales agent needs help to get organized – a client contact management system to keep track of their clients and leads. With Voicent’s all-in-one solution for CRM and communication tools, most of the client engagements are tracked automatically. However, you can make the system even better by customizing the client record and display to your needs.

Generic Customer Info

The first place to customize is the custom information area. As you can see there are a lot of empty fields, most of which are not used by insurance sales. For example, the business name and job title. Though all the information is there if you click the scroll bar or expand the area, it will be much better if the most important fields are displayed at the top.

Add custom fields

The first thing to do is add custom fields, such as basic demographics and current policy number. To add these fields, go to Setup, Contact, Custom Field. Choose Edit, in the field name, we add “Age”, and set “Is Number” to true. Save it. Do the same to add “Policy Number”.

Import with custom fields

Once the custom fields are set, you can import/upload your contacts. In step 2 of the import wizard, make sure the select the target fields.

Customize the display area

Now, you can set up the customer information display area. You can hide certain fields and make certain fields to be displayed at the top.

To do so, select Setup, Contact, View. Click the Edit button. First unselect all fieds, then choose the display fields start from the most important one.

Now you will see the following customized display.

Customized customer display

Posted in Call Center Software, Predictive Dialer, Tips & Tricks |

Predictive dialer immediate connect to customers

Recently we have many questions regarding the initial delays when a predictive call is answered, and whether a power dialer should be used instead. In this article we will show you how to utilize a special mode in our predictive dialer such that all calls are connected immediately.

The initial delay is caused by the system trying to differentiate live answer vs. machine answer. The process is called call progress detection and must be performed in order for the dialer to skip answering machines. Readers who are interested in finding out more about this call progress detection and the initial delay can search our knowledge base online.

In some cases, for example, calling businesses when almost all calls are answered by human or an IVR system, a power dialer is preferred. Basically, the system dials numbers automatically from a call list, all calls are handled by agents. The agent hears the dialing tone, hears call answer, etc. Power dialing is very much like manual dialing, except agents do not need to enter phone numbers to dial.

Voicent offers all types of dialers: auto dialer, predictive dialer, preview or progress (power) dialer. All these dialers are included in our cloud subscription.

Special mode in predictive dialer

If you want calls to be connected immediately, using a special mode of predictive dialer is actually going to work better than power dialer. Here is how to set it up.

When the detection mode is set to “No detection”, there will be no initial delay and all calls are connected immediately. The advantage of this special mode over power dialing is that agents do not hear the initial dialing, and all campaign features like call script and report will be available.

Posted in Predictive Dialer |