Campaign Script

To design a new campaign script, go to Setup, Campaign, Script page. Enter your script in HTML. In Voicent environment, you can add custom buttons, which are usually a better way to customize call dispositions.

You can select a campaign script for a particular campaign, or all outbound campaigns, inbound campaigns, etc.

Ex. Create a button to do the following: Set the Contact Status to contacted, set the category to Warm Lead, and then hang up and release the call. Start a new campaign and select the newly designed script. When a call is connected to Agent Dashboard, check the button to see whether it works or not.

Make sure to set the script for various types of calls. The default settings are specified in Setup, Account, Screen Popup page. Also, make sure to restart the Agent Dashboard to refresh the new settings.

Manage Followups

During a call with a customer, follow-ups can be set easily by clicking the Follow Up link in the customer’s contact record.

Ex. Try to make a follow-up call to yourself in about five minutes. Take a look at the Follow Up dialog in Agent Dashboard. You can update the follow up in that dialog window. Wait until the follow-up time, you should see the reminder window for the follow-up call.

Wrap up Time

When an agent hangs up a call, she is not available to the campaign just yet. This is the time she can take notes and update CRM records. To make herself available for the campaign, she must click the Release button.

It is strongly recommended to set up a maximum wrap up time (Setup, Account, Call Control). This prevents lazy agents from staying in wrap up mode to avoid getting calls or prevents simple mistakes.

Look Beyond a Single Campaign

Run campaigns based on previous campaign results
See: http://voicent.com/support/manage_campaign_help.php

Manage campaigns to avoid calling the same contacts repeatedly
See: http://voicent.com/support/manage_campaign_list_help.php