Contact Strategy
When managing an outbound campaign it is important to make the
most of your valuable data by implementing an effective contact
strategy. Getting as many 'Right Party Contacts' from
the fewest call attempts is essential for maximizing the
return on investment.
Configurable Call Dispositions
Each call made is given a disposition to decide what happens
next, the calls are dispositioned automatically by the system in
the case of busy numbers and unanswered calls and manually by the
user on calls that have been answered.
The dispositioning of calls is where the contact strategy for
a campaign is controlled. Examples of the configurations
available for each disposition are:
- Wrap up time (time between calls being made)
- Managing call-back attempts
- Automated voicemail messages
|
|
- Generating emails
- Moving calls between campaigns
- Call Priority
|
Call-backs
Call-back configuration manages how, when and by whom a
contact record will be called again. Call-backs can be
configured in 3 different ways:
- Fixed delay (Weeks, Days, Hours, Minutes etc.)
- Specific time (4.40pm on Thursday)
- Intelligent call-backs (Time window based)
Whichever call-back option is used, a call-back can be
designated as user specific or not. User specific call-backs
will be presented to the same user that arranged the call-back,
non-user specific will be presented to the next free user who is
assigned to the campaign.
Another important part of call-backs is priority. Each call-back can be
given a different priority type (1-99) to make sure that a specific
arrangement with a customer to call at a certain time always takes
priority over no answer call-backs still waiting to get a right
party contact.
Multiple Number Dialing & Time Windows
In order to increase the probability of making contact with a
dialed number, each contact record added to a campaign permits up
to three telephone numbers to be stored. These numbers will be
dialed in order or according to time windows if the extact type of
number is known.
For example, the first number can be labeled 'Work' and can be
set to only dial between 9am and 5pm, Monday to Friday. The second
number can be labeled as 'Home' and set to dial between 9am-11am,
1pm-2pm & 4pm-9pm Monday to Friday, but anytime between 9am and
9pm on the weekend. A third number, 'Mobile' could be set to dial
between 9am and 9pm any day of the week.
Voicemail Messages
When presented with a contacts voicemail the system can be
configured to leave an automated message to notify the contact
who has called them. Depending on the contact strategy a user
may be called more than once in a day; Campaign Manager provides
settings to ensure the customer is not bombarded with lots of
voicemail messages.
Barred Number Management & Campaign Cleaning
Whether contacting existing customers or new, it is important to
be aware of people who have requested no contact especially with
industry regulations like the TPS (Telephone Preference
Service). Barred Numbers can be managed within the
Campaign Manager solution and campaign data can be automatically
cleaned.
Intelligent Call-backs
Intelligent call-backs are the
key to properly managing the call-back strategy for
each contact record and ensure that purchased data is not
burnt through too quickly.