Overview

Outbound Campaigns are used as administrative units to group your Outbound agents and calls. Lists of leads are loaded from Excel (file must be saved as a .CSV (comma delimited)) and then fed into a dialler which dials and distributes calls based on rules set up in the Campaign and Dialler Strategy.

This video provides an overview of Outbound Campaigns:

To create an Outbound Campaign follow these steps:

1. Add Group

This is a folder to add your campaigns to, for example, you could have a group for all marketing campaigns and another for inbound inquiries.

  • Go to Campaigns > Configuration

  • Click ‘Add Group’

All campaigns need a group, however, if you would like to use an existing group for a campaign you can skip this step

2. Add Campaign

Create your campaign:

Go to Campaigns > Configuration

  • Click ‘Add Campaign’

  • Select Outbound Campaign

  • Give it a name, for example 'Product Queries', and choose a Campaign group to add it to. For more details about each configuration click here.

  • Go to the 'Assigned Teams' tab add the teams that will be working on the campaign. Click here for more information

3. Add Agent Script

Create an agent script that will be presented to them when they answer a call or skip this step

  • Go to Campaigns > Scripts

You can see more detail on the Scripts here watch a video here

4. Add Wrap Codes

Add codes that the agents will use to close calls, for example: ‘Sale’, ‘NoSale’. These can then be used in reports.

  • Go to Campaigns > Wrap Codes

  • Use the ‘Assign Wrap Codes’ button to add the relevant wrap code from the available list

If you do not see the code you need you will need to create it. Click here for more information or watch a video

5. Assign Transfer destinations

Go to Campaigns > Transfers use the tick button to select destinations. If Transfer destination is missing go to Resources > Transfer Pool

6. Assign Agents

Assign Agents to your campaign:

  • Go to Campaigns > Queues

  • Select your campaign from the Queue List on the right of the page and click Edit

  • Move the assigned agents from the Agent Pool on the left to the relevant box on the right

For more details on each of the configurations click here or watch a video here

7. Add Data fields

Each column heading in your Lead List should have a Data field created where the data can be mapped to. Go to Campaigns>Data Fields

8. Import Leads and Map Fields

Go to Campaigns > Leads > Import Leads

‘Validate’ the leads and then ‘Import Leads’

9. Associate List with the Campaign

Go to Campaigns > Configuration (you do not need to do this step if you are adding leads to an existing list)

Select the Campaign and click Edit, scroll down to the bottom of the edit screen

10. Start Campaign

 Campaigns > Configuration - Select the Campaign and click the Start button in the right-hand panel 

11. Create Outbound Filters

Outbound Filters can be created to filter which leads are dialled in the lists assigned to an outbound campaign. Only a single filter can be applied to an outbound campaign at a time, however, that filter can contain multiple conditions.

  • Select Campaigns – Leads

  • Choose the outbound campaign you wish to create a filter for from the drop-down menu

  • Select the Manage Filters icon

  • Select + to add a new filter & name the filter (for example WA Public Hol)

  • Select “+” and choose the data field you wish to filter on (in this example we are using State) from the drop-down menu

  • Condition is Not In – Select the icon to the right to display data choices associated with the data field selected

  • Select your preferred data field to move it from the data table on the left to the Selected Values table on the right (in this example it is WA) & select the tick icon

  • Select Save

  • You now have a filter that you can apply to your campaign

  • To add multiple conditions to a filter, select + to choose further data fields from the dropdown menu & their associated values

12. Filter Based on Dial Attempts

You can also filter leads based on number of dial attempts

  • Select Campaigns – Leads

  • Choose the outbound campaign you wish to create a filter for from the drop down menu

  • Select the Manage Filters icon

  • Select + to add a new filter & name the filter (for example Attempts >3)

  • Select + & choose Total Attempts from the dropdown menu

  • Condition is Greater Than – Select 3 from the data value selection & Save

13. Apply an Outbound Filter to a Campaign

  • Select Campaigns – Configuration – Select the outbound campaign you wish to apply the filter to – Edit

  • Under Outbound Settings – Current Filter select the filter & Update

  • The filter will be active until it is removed