Once Global Campaign Defaults and Call Queues have been set, you're ready to build a campaign.
Setting up a new Campaign
Click on the 'Campaigns' tab and click 'New Campaign'.
Name this Campaign something easily identifiable by you and your Telemarketers. In this example we will be creating a Campaign to pull in all new Prospects in the last 7 days so will set the 'Campaign Name' to 'Fresh Leads 0-7 Days'.
Set the 'Update Method' for this Campaign which controls the way it pulls in more Marketing Opportunities. The two options are:
Continuous - this Update Method will continually pull in Marketing Opportunities that meet the criteria set. This is the most common Update Method used within improveit 360 as it requires no manual updating. Due to the fact that this method continually searches your system for Marketing Opportunities that meet the criteria, it is very important to ensure that the criteria in all of your Campaigns do not overlap. If one Marketing Opportunity qualifies for two campaigns the Marketing Opportunity will get pulled into whichever Campaign grabs it first.
Manual - this Update Method requires you to click the 'Update' button on the Campaign to pull in qualified Marketing Opportunities. Unlike the Continuous method, the Manual Update Method does NOT automatically pull in Marketing Opportunities. This method is most commonly used for Campaigns that will only be used for a short time, such as Prospects gathered from a Home Show or other Events.
Select the date you would like this Campaign to become available in the Call Queue in the 'Start Date' field.
Assign this Campaign to a User or the Queue previously setup. Click the dropdown and select 'Queue', click the magnifying glass and select the Queue.
Default Re-Call Settings
Click the 'Assign to me' is User Editable checkbox to allow your Telemarketers to choose whether or not to assign Re-Calls directly to them. If a Re-Call is assigned to a specific User. Only that User can access the Re-Call in the Call Queue. The 'Assign to me' is Selected by Default checkbox will automatically assign all Re-Calls to the User who dispositioned the call.
The 'Re-Call Duration' fields control the amount of time that will elapse by default, per the disposition set, before the lead is available to be called again. These defaults save your Telemarketers time when setting Re-Calls by automatically setting the date and time the Re-Call will become due.
Default Marketing Opportunity Settings
Select the default Marketing Opportunity 'Type' and 'Type Detail' for all new Marketing Opportunities created from this Campaign. The 'Marketing Opportunity Delay (days)' controls the number of days that will elapse before the new Marketing Opportunity becomes due, making the Marketing Opportunity eligible to be pulled back into a Campaign again.
Check the boxes next to 'Marketing Opportunity Type is Editable', 'Marketing Opportunity Type Detail is Editable' and 'Marketing Opportunity Due Date is Editable' to allow your Telemarketers to change the new Marketing Opportunity 'Type', 'Type Detail' and 'Due Date' fields when Remarketing a Marketing Opportunity from the Call Queue.
- NOTE: Marketing Opportunity Types and Type Details are commonly used as filter criteria for 'Follow-Up', 'Rehash' and 'Reset' Campaigns among others. It is a best practice to standardize the 'Type' and 'Type Detail' of each Marketing Opportunity created from a Campaign to ensure it is filtered into the proper Campaign. Most Users DO NOT allow Telemarketers edit the 'Type' and 'Type Detail' of new Marketing Opportunities. It is a best practice to allow Telemarketers to edit the 'Due Date' of new Marketing Opportunities to comply with requests from Prospects to be called back. Take time to plan out guidelines for your Telemarketers in regards to setting Marketing Opportunity Due Dates for Prospects who do not request a specific time frame to be called back.
Default Source Settings
Choose the 'Source Type' and 'Source' that will be used for all new Appointments when set from the Call Queue. Leave these fields blank to use the 'Source Type' and 'Source' that originally brought you this Prospect. Check the 'Taker is current User' to automatically make the Telemarketer the 'Taker' of the Appointment Lead Source. Check the 'Source is Editable' checkbox to allow your Telemarketers to change the Source of the Appointment.
When a Telemarketer dispositions a Marketing Opportunity in the Call Queue a 'Prompt' pops up on the screen allowing the Telemarketer to make notes and set the Re-Call date and time. Suppressing specific Prompts and allowing your 'Default Re-Call Settings' to set the Re-Call date and time saves your Telemarketers time when calling through the Campaign.
If you would like to suppress the prompt for any disposition, check the box next to the respective disposition.
- NOTE: the above example is the most common setting used, allowing Telemarketers to only make notes when creating a New Marketing Opportunity or flagging a Marketing Opportunity as wrong number or TCPA.
These settings will send a Marketing Opportunity or create a New Marketing Opportunity out of the Campaign if the Prospect has been called a specific number of times [Call Limit] or the Marketing Opportunity has been in the Campaign for a specific number of days [Age Limit]. Some Prospects do not answer their phones and over time their Marketing Opportunities could get stuck in the Campaign as your Telemarketers call and Re-Call the Prospect over and over again. The 'Auto Release' settings are designed to prevent a large backup of Re-Calls in a campaign by automatically sending Marketing Opportunities out of the Campaign or by automatically completing a Marketing Opportunity and creating a new one outside of the Campaign.
Set the maximum number of calls allowed for a Marketing Opportunity in the 'Call Limit' field and/or the maximum amount of days the Marketing Opportunity can live in the Campaign in the 'Age Limit' field. You can set either of the fields or both if needed, whichever limit is reached first will take action on the Marketing Opportunity.
Click the 'Auto-Release Action' drop down and choose from the following:
- Release Only - this option will simply remove the Marketing Opportunity from the Campaign with all of the Marketing Opportunities original information. Note that if the Marketing Opportunity still qualifies for the Campaign when it is released, it may be pulled back in if the Campaign is set to update continuously.
Release and create New Marketing Opportunity - this option will automatically complete the Marketing Opportunity and create a new Marketing Opportunity outside of the Campaign with the defaults you defined in the 'Default Marketing Opportunity Settings' section. This option is the most common release action used especially if other continuous Campaigns have been created to pull in specific Marketing Opportunity 'Types' and 'Type Details'.
If you would like to prevent your Telemarketers from scheduling Appointments too far in the future, enter the maximum number of days you would like them schedule Appointment out for in the 'Max Days Out to Schedule' field. Check the 'Show Time Block Scheduling Only' checkbox to prevent your Telemarketers from assigning Appointments directly to Sales Reps. This option will only allow your Telemarketers to assign Appointments to Time Blocks.
Additional Important Notes:
The defaults you set in each Campaign can be changed at anytime to accommodate changes in your Call Center.
Once a Campaign's defaults are set, you can Clone the Campaign and change the filter criteria to save you time in setting the defaults.
If you are planning on setting up multiple Campaigns with 'Continuous' Update Methods, take time to map out all of the Campaigns you plan to create and the filter criteria you want to use ensuring the criteria does not overlap. This will help you plan the flow of each Marketing Opportunity as it is actioned, completed or release from each Campaign ensuring that Marketing Opportunities do not get pulled into a Campaign you do not want.