Use the Call Queue

Once you have set up your call Campaigns, let's review how to use the Call Queue to call through the Marketing Opportunities.

Using the Call Queue

Log in and click on the Call Queue Tab.

Click the 'Campaign Selection' dropdown and a list of all of the Campaigns you are assigned will be available.  If you do not have any Campaigns available in the dropdown, you are not assigned to any Campaigns.

Click on a Campaign in the dropdown and the Call Queue will open:

The Call Queue will display which Campaign you are actively working in the 'Campaign Selection' dropdown.

Scroll down and the first Marketing Opportunity will appear in the bottom half of the screen. All of the Prospects information is displayed including contact, address, email, demographic, Marketing Opportunity and Lead Source information. The 'pencil' icon next to each field indicates that you can edit the field inline, allowing you to update any information when speaking with the Prospect.

All of the available phone numbers for this Prospect are displayed in the green box to the right of the page.

Call Queue and Prospect History:

Once the call is made to the Prospect, take action on the Marketing Opportunity by selecting a Disposition.  

Dispositions are divided into two sections:

• Complete - all of the options in this section will complete the Marketing Opportunity you are on and send it out of the Campaign.

  • New Appointment - click to complete the Marketing Opportunity and set a new Appointment for the Prospect.

  • Remarket - click to complete the Marketing Opportunity and create a new Marketing Opportunity outside of the Campaign to be pulled and actioned on a later date.  This is the best option if a Prospect requests a call back in a few months.

  • Not Qualified - this option should only be used if you are certain you do not want to market to this Prospect ever again.  Marking a Prospect as 'Not Qualified' will complete the Marketing Opportunity in the Campaign and prevent any further Marketing Opportunities from being created. 

    • NOTE: this option will ensure this Prospect will never have another Marketing Opportunity in the future and will never be pulled into another Campaign until the flag is removed.

  • Wrong Number - use this option to denote that the phone number on the Prospect page is not the correct phone number for this Prospect.  Future reports can be run on all of the wrong numbers identified in your system to be used in email or snail mail campaigns.

  • TCPA [Telephone Consumer Protection Act] - this option is to be used only if the Prospect identifies themselves as being a part of a a federal or state Do Not Call List.  Marking a Prospect as TCPA is a critically important step to ensure the Prospect is never called again in accordance with state and federal law.  Each state has different DNC [Do Not Call] laws, read up on your states requirements to ensure compliance.

•  Re-Call - all of the options in this section will keep the Marketing Opportunity in the Campaign and schedule the Marketing Opportunity to pop back into the Call Queue based on the Re-Call set.

  • No Answer - this disposition is used when the Prospect did not answer the phone.  The Re-Call set from this disposition is determined by the access you grant your Telemarketers to set the Re-Call time and date or the defaults set for 'Re-Call Duration - No Answer' within the Campaign.

  • Left Message - this disposition is used when the Prospect did not answer the phone and the Telemarketer left a message. The Re-Call set from this disposition is determined by the access you grant your Telemarketers to set the Re-Call time and date or the defaults set for 'Re-Call Duration - Left Message' within the Campaign.

  • Busy Signal - this disposition is used when the Telemarketer received a busy signal when calling the Prospect. The Re-Call set from this disposition is determined by the access you grant your Telemarketers to set the Re-Call time and date or the defaults set for 'Re-Call Duration - Busy Signal' within the Campaign.

  • Return Call Later - this disposition is used when the Prospect answers the call but requests a call back within a few days. The Re-Call set from this disposition is determined by the access you grant your Telemarketers to set the Re-Call time and date or the defaults set for 'Re-Call Duration - Return Call Later' within the Campaign. 

    • NOTE: it is a best practice to allow you Telemarketers the ability to set the Re-Call Date and Time for the disposition of Return Call Later.  In this scenario, the Prospect is requesting a call back on a specific date which cannot be set as a default.

Using each Disposition Button: 

What happens when I disposition a Marketing Opportunity?

•When you click a disposition in the Call Queue, one of two actions will take place depending on the 'Prompt Suppression' settings within the Campaign. For more information on Prompt Suppression options: Setup New Campaign Defaults

•  A prompt will appear on the screen allowing you to set a 'Return Call On' date and time, Assign the Recall to yourself, set the Priority and add Notes:

The 'Return Call On' Date and Time default per the settings in the 'Default Re-Call Settings' section on the Campaign page.

Make any comments in the 'Notes' section and click 'OK'. This Marketing Opportunity will leave the screen and the next Marketing Opportunity will automatically pull up in the Call Queue.

• No prompt will appear and the default settings in the 'Default Re-Call Settings' section on the Campaign page will automatically set the 'Return Call On' date and time:

Suppressing Prompts in the Call Queue is a best practice to reduce the amount of time you and your Telemarketers take on each call.

Making Outbound Calls: 

How do Re-Calls come back into the Call Queue?

Re-Calls will automatically pop back into the Call Queue when their 'Scheduled Re-Call Time' is met and no other Marketing Opportunities take priority over the Re-Call. For more information on default Re-Call Priorities: Setting Global Campaign Defaults

When a Re-Call becomes due, it will pop up in the Call Queue along with a yellow banner with all of the Re-Call information included.

• What happens if I am in a different Campaign and a Re-Call becomes due for another Campaign? Re-Calls will appear in other Campaigns when they become due. This ensures that no Re-Call is missed because the specific Campaign was not being worked at that time. Notice the red exclamation point above the Re-Call information stating that this Re-Call is from the 'Hot Leads Last 30 Days' campaign.

Once I work through all of the Marketing Opportunities in a Campaign, how do I select a new Campaign to work?

When all of the Marketing Opportunities have been worked in a specific Campaign, click on the 'Campaign Selection' dropdown and select another Campaign:

Other Resources: Telemarketing Tool - the Call Queue