The Customer Contact Management module enables the efficient generation and processing of call lists.
What do you want to do?
Make a non-call-list outbound call
See also: Scripting, to guide agents through inbound and outbound calls.
To process a call:
Select the call line in the Calls grid on the home page's Action list tab
The form switches to the Make a call tab, with some information automatically filled out.
Tip: If you select a call on the Action list tab and leave the Make a call tab untouched for a while, the call that was selected is returned to the call list. This prevents a call from being locked by a single user. For example, over a lunch break a call could be delayed for some time with no other agent able to process it. If the call has been de-selected, the fields of the Make a call tab are blank and you should select the next available call from the Action list tab.
To see further information select one or more of the Company, Target/Customer, Vehicle, or Case file graphic buttons in the Marketing/CRM Database group box on the home page
If you select the Company, Target/Customer, or Vehicle button, the Marketing/CRM Record Maintenance form is displayed, its Companies, Target/Customers, or Vehicles tab pre-selected, depending on which button you selected.
If you select the Case file button, the CRM Case file form displays additional information that could affect the call. The form contains a grid, each line representing an outstanding call for the same target/customer, with the same or another agent, or any significant deficiencies in marketing/CRM information, for example missing service details.
To view more details, select a line and select the form's Select button
If the line relates to marketing/CRM information, the appropriate marketing/CRM form is displayed. Depending on access permissions, you may be able to alter its contents. To return to the pop-up window exit the marketing/CRM form.
If the line relates to a call, the View Call form is displayed in read-only mode containing more details.
When you have finished reviewing the advice lines, select the CRM Case file form's Continue button
The Case file form closes, returning you to the home page.
To start up the call and associated script, select a dial button on the Make a call tab's Target/Customer group box
Tip: There may be several dial buttons enabled, depending on the number of telephone numbers available for the contact.
The telephony facility automatically dials the number and, when the call is connected, a script associated with the call record is displayed. While the call is connecting, the softphone's telephony area indicates the call's status.
Note: The script is designed to help progress the telephone call in a structured manner, recording information as you go. It consists of a succession of custom-designed forms containing questions to ask. It also contains buttons to summarize each answer. The exact contents of a script depend on the type of call and the requirements of the company, but typically it first prompts you to ask if it is convenient for the contact to talk. The sequence of script forms may vary, dependant of the contact's answers and your corresponding selections. Script form buttons include Next and Previous.
Tip: Select the script form's Call Notes button any time during the call to display the Call Notes pop-up form.
Note: If you opt to reschedule the call on a script form that provides the facility, the call record is moved automatically from the Action List tab's Calls grid to its Call backs grid.
You may need to reject a call before the script has been started if, for example, it is clearly an invalid contact number.
Note: This facility should not be used purely to reject unwanted calls. Any recycled call will be unavailable to other agents until an administrator has scrutinised it.
You may also need to postpone or recycle a call during the flow of a script.
What do you want to do?
Recycle a call before the script has started
Recycle a call during the flow of a script
To recycle a call before the script has started:
Select the Recycle button on the Make a call tab
The Call Rejection dialog is displayed. Its Reason for call rejection drop-down menu enables you to select from options such as Answer machine, Courtesy call, No valid contact, and No reply. Enter any text into its Notes box. Select its OK button to return to the Make a call tab ready to action the next call record.
To recycle a call during the flow of a script:
Select the script form's Cancel button; at bottom left
The script jumps to the Call Completion form; the last form of the script.
To postpone a call:
Select the Try later button on the Make a call tab
The Confirm try later dialog is displayed. Selecting its Yes button displays a Confirm try later dialog box containing the message:
Confirm set call to try later?
Select Yes to set the call record's status to Try later.
It may be necessary to make an outbound call not picked from your action list. In that case, the usual contact details are not immediately available and you should make a manual outbound call.
To make a non-call list outbound call:
Attempt to retrieve the contact's details from Customer Contact Management by entering search text in one or more fields in the Known Information group box of the Non-call list Outbound tab, then selecting the Quick Find button
Tip: Alternatively, select the Search button to make a more detailed search using the target/customer's record number, a word search, or a search based on the target/customer's initials.
Note: If the search finds no target/customer records matching your search, you cannot make the non-call-list call.
Possible target/customers matching your search are listed in the Non-call list Outbound tab's Results grid.
Select a script from the Script drop-down menu in the Call group box
The script is selected, enabling you to select the call record.
Select the line in the grid in the Results group box that matches the target/customer
If you select a line before selecting a script, a Return dialog box displays the message:
A script must be selected for this customer call
Close the dialog box by selecting its OK button and go to step 3, above.
Note: If the required target/customer record cannot be retrieved, you cannot make the non-call-list call.
The form switches to the Make a call tab, with some information, such as that in the Call details, Target/Customer, and Vehicle group boxes, automatically filled out.
Proceed to step 2 of processing calls.
To receive a manual inbound call:
If you receive an incoming call, attempt to retrieve the contact's details from Customer Contact Management by entering search text in one or more fields in the Known Information group box then selecting the Quick Find button on the home page's Manual Inbound tab
Tip: Alternatively, select the Search button to make a more detailed search using the caller's record number, a word search or a search based on the caller's initials.
Note: If the search finds no target/customers matching your search, you cannot retrieve a record for the caller.
Possible target/customers matching your search are listed in the grid in the Manual Inbound tab's Select caller group box.
Select the line in the grid in the Select caller group box that matches the contact
Note 1: If the one you want is not there, you cannot retrieve a record for the caller.
Note 2: If you select a line representing a record with outstanding calls, the Outstanding Calls form is displayed.
The Select script button, annotated to indicate a script to which it is linked, is enabled.
Tip: You must choose a script before proceeding with the call.
Either select the Select script button or select a script from the Other script drop-down menu
The chosen script launches.
Refer to the notes regarding scripts in step 3 of processing calls.
