Working with outbound calls

Use the action buttons on the right-hand side of the page when working with call lists.

To contact the first person on the call list:

1. Click Get A Call.
   The Introduction page is displayed with the following panels: Call Data, Introduction, and Person Summary. If anyone else from the same company is also on the call list, they're exclusively "offered" to the agent (user) who makes contact with the first person from the same company. This is explained in more detail in the next sections. The Introduction panel contains the greeting text defined by the marketing manager when the campaign is set up. For more information, see Outbound call fields. This is a "pre-pitch" prompt to help the user establish that they are talking to the right person. To add a comment from this page, click Add A Comment . The comment is stored in the call list record for this person.
2. Click Got Through. The Contact Introduction page is displayed. This displays the Call Data panel, Contact Introduction panel, and data to be collected as defined by the marketing manager. The Contact Introduction panel contains greeting text defined by the marketing manager relevant to the correct contact. This is the "pitch" once you've established you're speaking to the correct person.
3. Add the data gathered during the conversation. This gets stored in the system, usually with the Communication or Person record, as defined by the marketing manager or system administrator. A completed communication record is automatically created for each call where the user selects Got Through.
4. When you're ready for the next call, click Get Another Call. The Introduction page is displayed with the details of the next person to call. If anyone else from the same company is also on the call list, they are exclusively "offered" to the agent (user) who makes contact with the first person from that company. This is to prevent agents who are working on the same call list from calling several people from the same company, and avoid the embarrassing—"my colleague just spoke to someone from your company". It also allows the user to easily switch between the available contacts. "You need to be talking to Arthur, he is handling the business side". Other contacts from the same company who are not on the call list are also displayed.
5. If you can speak to more than one person from the same company on the same phone call, switch to the other person by clicking their name. If you're not able to speak to them on the same call or decide to call them later, they remain assigned to you.
6. To exclude a contact from the list, click Exclude. The Exclude From Call List page is displayed.
7. Select a Reason For Exclusion and click Save. These are defined by the marketing manager or your system administrator.
8. You can toggle the person back onto the call list by clicking Include.
9. To block a contact from the call list until after a specific date/time, click Call Back After. This can be used if, for example, the contact is on holidays for the next two weeks. The Call Back After page is displayed.
10. Set the date and time when the contact is available again, and click Save.
11. To finish a session of calls using the current call list, click Finish Calling. The Outbound Calls Summary page is displayed, showing updated statistics for the current call list.