Here are typical requirements for a cell center to do appointment setting:
- Agents make outbound calls using predictive dialer
- Appointment is set for people who is interested in the product or service
- Appointment reminder calls are made for upcoming appointments
With Voicent’s cloud service, all these can be accomplished seamlessly. If you are new to the service, here are the typical steps to set the call center up and running.
Upload Contact List
Get your customer information in a CSV format, go to Contact, then select Import. For each column in your import file, you need to choose the corresponding fields in Voicent CRM. Many fields are automatically matched. You can also choose ignore a column.
A common question is what to do if there is no corresponding fields in Voicent CRM. The answer is to use custom field. To define custom field, go to the Setup menu, choose Contact, Custom Field.
The following is a youtube video for start a predictive dialer.
Note: if you are still on trial account, you can skip the steps of setting up agent and manager. Use admin and your password to login to Agent Dashboard.
Many of our customers use Google Calendar to manage their appointments. During the call, agents can copy paste customer’s CRM info to google calendar.
If agent needs to send text message to customer about the appointment info, such as your address and time, you can do so by clicking the text message button. You can even create message template to make it super easy for the agent.
Appointment Reminder Calls
It is important to have appointment reminder calls. Doctor offices do that because people do forget. Many of our customers will simply export next days appointment from Google calendar, import it to Voicent as a separate list, and then start an auto dialer campaign for that list. The message can be simply “you have an appointment with so and so tomorrow, please press 1 to confirm, or press 2 to talk to our agent to reschedule”.