As a Call Center Manager, you will want to determine the best Campaign Structure for your business. Maybe dividing Leads into different Campaigns based on where the Leads came from, or maybe divide leads based on what Product Categories the Prospect is interested in. You have to decide the best structure for your business before implementing Campaign structure changes.
In this example, we have Leads coming in from HomeAdvisor and we want to target those Leads in a Source-Specific set of Campaigns. First, we'll need to setup Mutually Exclusive Filters.
Before Adding a Campaign be sure you understand the current Structure in place and the Filters used to divide your Leads between Campaigns.
This means our current Fresh Leads Campaigns currently has HomeAdvisor leads falling into them. There are currently no Filters on the Campaigns to Exclude leads coming from HomeAdvisor.
Step 1: Create Filters to Exclude Records
Note: Adding a Filter to the Campaign DOES NOT remove existing Prospects who have a re-call pending. So, if you have already called a Home Advisor lead from this Campaign, the Re-call will remain in this Campaign until it is called again and released, or manually removed from the Campaign.
Step 2: Complete Re-Calls and Release Campaign Members
Once you've saved your Filter criteria changes, click Retire on the Campaign and Complete the pending Re-Calls. This ensures that the leads from HomeAdvisor will organically fall into the Campaign which they currently qualify for.
Step 3: Create New Campaign
In this example, we cloned the Fresh 1-7 Days campaign and we've added a line of Criteria to only include Lead Sources where the Source Name is Equal to HomeAdvisor. This ensures that our HomeAdvisor leads will all end up in this new Campaign. You'll want to repeat this process for all Fresh Leads Campaigns (ie: 8-30 Days, 30-60 Days etc). Be sure to Release Campaign Members before creating the new HomeAdvisor Campaigns.
Also note: If you are trying to create a Campaign series to target a specific Product Category, we recommend using the Lead Source: Interested In field.
In that case, we would add an Exclude filter to our Fresh Leads campaigns:
Then, you would release the Campaign Members (using the Retire button shown in Step 2), before creating your New Campaigns to Include the Product Category: