In this Article we will cover when Campaign Members are created, how they adopt Campaign Settings, when they are Completed, and what would cause a Prospect to come back into the same Campaign when Remarket is the selected disposition.
When are Campaign Members created?
A Campaign Member is created as soon as the Prospect comes up on the Call Queue screen. If you are not actively calling from a continuous Campaign, then a Campaign member is never created. You must be actively calling from a continuous Campaign in order for new Campaign Members to be created.
When you open the Call Queue you will Select a Campaign to work from.
When the Prospect first comes up in the Call Queue screen, this is when the Campaign Member is created AND when the Campaign Settings are adopted by this Campaign Member. Prospects who simply "meet the criteria" for a Campaign are not actually IN the Campaign and do not have a Campaign Member created until the Prospect has been pulled up within the Call Queue, like the screenshot below. When the Prospect is on the Call Queue screen, even before a Disposition button has been clicked, the Campaign Member has already been created.
When do Campaign Members adopt Campaign Settings?
Campaign Settings which affect how long a Prospect remains in the Campaign and how many times they are called are the Auto-Release Call Limit and Auto-Release Age Limit. These Settings along with all other Re-Call, Release Settings, and Filter conditions are set on the Campaign Member when it is created. If someone changes the Settings of the Campaign AFTER a Campaign Member is created, the Campaign Member's settings are NOT changed. The Campaign Member will retain the original Campaign Settings from the very first time the Prospect came up in the current Campaign.
For example, if you forgot to fill in the Auto-Release Call Limit and Auto-Release Age Limit when the Campaign was created and your team already started calling from the Campaign, there will be Campaign Members created who will never leave this Campaign. This is because they will never Age out and they will never hit a Call Limit.
For this reason, if you change Campaign Settings, it is recommended to Release all Campaign Members and complete the Recalls from that Campaign and start fresh. See also: How to Release Campaign Members
What creates a Campaign Member Action?
Clicking any of the Disposition buttons within the Call Queue will create a Campaign Member Action record.
Clicking any of the buttons in the Re-Call section of the Dispositions panel WILL prompt a Re-Call and keep this Prospect in the current Campaign.
What completes a Campaign Member?
Clicking any of the buttons in the Complete section of the Dispositions panel will Complete the current Campaign Member and (depending upon the Campaign settings this action might) close the current Marketing Opportunity and open a new Marketing Opportunity, due to be called at a future date.
When does the Campaign release and create a new Marketing Opportunity?
If the Campaign Settings are set to Release and create a new Marketing Opportunity, then using the Remarket disposition will create a new Marketing Opportunity and complete the current MO.
How are Marketing Opportunity Type, Type Detail and Due Date set?
Based on the Campaign Default Marketing Opportunity Settings, the system will set the Type, Type Detail and Due Date when the Telemarketer clicks Remarket. Also using the Default Marketing Opportunity Settings, call center managers can choose if their Telemarketers can change the Type, Type Detail or Due Date of the newly created Marketing Opp at the time they are choosing Remarket from the Call Queue.
In the Example above, the Prospect is being called in a Reset Campaign. We want to make sure to capture the Type Detail of Reset on their new Marketing Opportunity since the new MO is not attached to a Previous Appointment. This Type Detail ensures that we can keep this Prospect in our Resets campaigns. By choosing "Marketing Opp Due Date Is Editable" it allows the Telemarketers to set the Due Date. Note that in this example the Marketing Opportunity Delay setting will default the Due Date to three Days in the future.
If the "Marketing Opp Due Date Is Editable" checkbox is False, the Telemarketer will not be able to adjust the Due Date and the system will use the Default value from the Campaign Setting.
What would cause a Prospect to come back into the same Campaign immediately?
If you have not set a Marketing Opportunity Delay, the default Due Date will be the same date as the call Disposition/Campaign Member Action. If you have not allowed the Due Date to be Editable by using the "Marketing Opp Due Date Is Editable" checkbox then the Telemarketer will not have the option to enter a different Date.
If the Prospect's Lead Taken On date still meets the criteria for the Campaign, the Prospect will come directly back into the same Campaign.
When should we use Return Call Later vs Remarket?
Return Call Later should be reserved for Re-Calls that are within the Auto-Release Age Limit. For example, in a Fresh Leads 0-3 Day Campaign, no Re-calls should be scheduled more than 3 days out, otherwise use the Remarket button instead. This is relative to the timeframe of the Campaign. If it were a 1-15 Day Campaign, you can schedule a Return Call Later up to 15 days out.
Return Call Later is used when the Prospect requests a call back at a specific date and time coming up in the immediate future, like "call me Tuesday at 5pm."
Below are some of the other key phrases that a Prospect might say that would indicate the appropriate disposition to choose.
How do we know if our team is misusing or overusing Return Call Later?
You will notice Campaign Members getting "stuck" in a Campaign past their lead's Age Limit. When an incorrect Return Call Later Prospect pops up in the Call Queue the lead age will be noticeably older than the other Prospects being called from the same Campaign. In the examples below, the Prospects were called once in the first 5 days but their ReCalls were set for a year or more in the future. This means when the Prospect comes back up in the Call Queue while working the Fresh 0-5 Days campaign, that lead is now over a year old and is not truly a Fresh 0-5 lead anymore.
We can also look at a Pending Recalls by Campaign report:
Note the Campaign Member Action number tells us how many ReCalls that Campaign Member has had. In this example, these are the first ReCalls set for these Prospects so the number is zero. But also note the ReCall Due Date. Some of these are VERY far into the future, indicating misuse of the Return Call Later button. Telemarketers should be re-training on when it is appropriate to use Remarket and when it is appropriate to use Return Call Later.