Running Campaigns
Contivio provides you with a complete, automated outbound dialer to support campaigns such as lead generation, surveys, marketing research, etc. The outbound/campaign dialer has two (2) modes of operation, preview and predictive.
Preview Campaigns. A preview dialer will offer the call to the next available user working in the campaign before dialing. If the user accepts the call or if the user is in the ‘Ready’ status with the campaign set to ‘Auto-answer’, Contivio will automatically dial the number/contact loaded into the campaign. This allows the user to preview the contact while screen popping the corresponding CRM record before or while the call is getting connected so the user is better prepared. We recommend using the preview dialer for a more intimate interaction with the contact.
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Predictive Campaigns. A predictive dialer will automatically dial numbers/contacts loaded into the campaign. When a contact request is connected, Contivio will auto-connect the call to the next available user working in the campaign. During the auto-connect, the campaign can be configured to screen pop the contact CRM record. Predictive dialing is subject to local and federal laws and regulations so its use isn’t recommended, especially since you have to comply with the national Do-Not-Call registry (e.g., abandoned rate < 3% measured over a thirty-day period). (see http://transition.fcc.gov/cgb/policy/Telemarketing-Rules.pdf)
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Start a preview campaign
The Administrator must create the Preview Campaign within the Admin Portal and assign you to it. All parameters of the campaign are managed within the Admin Portal. The Administrator must also upload the contact list to contact.
To initiate a preview campaign and start the preview dialer, you can:
Warning:
Changing the ‘Identity’ or ‘Category’ doesn’t impact the configuration settings of a campaign (i.e., the outbound caller ID will display the number associated with the campaign).
Accept a preview call
To authorize the preview dialer to call and connect you with a contact, you can:
Note:
The Media Notification will identify the campaign the call belongs to, if you’re a member of multiple campaigns. When ‘Auto Answer’ is enabled, the Media Notification will temporarily pop up, however, there will be no ‘Accept’ or ‘Decline’ options. It’s also recommended that call wrap up is enabled for ‘Auto Answer’ Preview Campaigns.
Decline a preview call
To prevent the preview dialer from calling and connecting you with a contact, you can:
Note:
Attempts to redial declined calls occur every thirty (30) minutes, the default ‘Agent Declined Calls Redial Interval’ parameter, as set and managed by your Administrator.
Start a predictive campaign
The Administrator must create the Predictive Campaign within the Admin Portal and assign you to it. All parameters of the campaign are managed within the Admin Portal (e.g., ‘Maximum Abandon Rate’ and ‘Dialer Speed’). It’s important the Administrator understands and is aware of the Do-Not-Call registry and local and federal rules and regulations. The Administrator must also upload the contact list to dial against.
To engage in a predictive campaign and start the preview dialer, you can:
Warning:
Contivio will deliver the call immediately to the user upon successful connection. If no users are ready to engage the call within 2 seconds of being connected, the call is abandoned and counts as an abandoned call.
The Administrator must create the Preview Campaign within the Admin Portal and assign you to it. All parameters of the campaign are managed within the Admin Portal. The Administrator must also upload the contact list to contact.
To initiate a preview campaign and start the preview dialer, you can:
- Set your online status to ‘Ready’ from the ‘Status’ drop-down list in the User Bar.
Warning:
Changing the ‘Identity’ or ‘Category’ doesn’t impact the configuration settings of a campaign (i.e., the outbound caller ID will display the number associated with the campaign).
Accept a preview call
To authorize the preview dialer to call and connect you with a contact, you can:
- Click the ‘Accept’ button on the Media Notification pop-up window.
- Click the green ‘Dial/Answer’ icon from the Phone Controls.
- Use keyboard shortcuts ‘Enter’ or ‘Alt + Enter’.
- Enable ‘Auto Answer’ for all outbound calls from a Campaign (Must be done by an Administrator)
Note:
The Media Notification will identify the campaign the call belongs to, if you’re a member of multiple campaigns. When ‘Auto Answer’ is enabled, the Media Notification will temporarily pop up, however, there will be no ‘Accept’ or ‘Decline’ options. It’s also recommended that call wrap up is enabled for ‘Auto Answer’ Preview Campaigns.
Decline a preview call
To prevent the preview dialer from calling and connecting you with a contact, you can:
- Click the red ‘Reject’ icon from the ‘Telephony Bar’.
- Click ‘Decline’ from the ‘Media Alert’ pop up.
Note:
Attempts to redial declined calls occur every thirty (30) minutes, the default ‘Agent Declined Calls Redial Interval’ parameter, as set and managed by your Administrator.
Start a predictive campaign
The Administrator must create the Predictive Campaign within the Admin Portal and assign you to it. All parameters of the campaign are managed within the Admin Portal (e.g., ‘Maximum Abandon Rate’ and ‘Dialer Speed’). It’s important the Administrator understands and is aware of the Do-Not-Call registry and local and federal rules and regulations. The Administrator must also upload the contact list to dial against.
To engage in a predictive campaign and start the preview dialer, you can:
- Set your online status to ‘Ready’ from the ‘Status’ drop-down list in the User Bar.
- You will be automatically connected with the first contact in a couple minutes as indicated by a chime.
Warning:
Contivio will deliver the call immediately to the user upon successful connection. If no users are ready to engage the call within 2 seconds of being connected, the call is abandoned and counts as an abandoned call.