The Call Queue Page

See also: Use the Call Queue 

1) Campaign Selection - the campaign being accessed.  Click this dropdown menu to select a different Campaign to call.

2) Description - the description of the Campaign selected.  This is pulled from the description field on the Campaign page.

3) Start Date - the date this Campaign was began to be used pulled from the same field on the Campaign page.

4) Total Prospects - the total number of Prospect Marketing Opportunities dispositioned in this Campaign.

5) Pending Re-Calls - the total number of Re-Calls set in this Campaign that have not yet been completed.

6) Completed - the number of Prospect Marketing Opportunities completed in this Campaign.

7) Remaining - the number of Prospect Marketing Opportunities that qualify for this Campaign that have not yet been called. (Keep in mind, the Prospect may qualify for other Campaigns as well. There is no guarantee that they will end up being called from this Campaign unless you have assured Mutual Exclusivity in all your Campaign Criteria Filters.) 

8) Time Blocks - if your company is using Time Blocks, click the arrow next to 'Time Blocks' to expand a list of the Time Blocks setup on your system.  This offers your Telemarketers a quick visual reference of the Time Blocks and their availability while scheduling.

9) Prospect Information - this section encompasses all of the information about the Prospect below.  Notice the pencil symbol next to each field.  This represents the ability to 'inline' edit each field on the page giving your Telemarketers the power to update any information on the Prospect page without having to leave the Call Queue!

10) Re-Call Information - this section only expands if the Marketing Opportunity on the page is a Re-Call as a result of a previous attempt to contact.  This section will display all of the information gathered in regards to the previous attempt such as the 'Reason', the date and User who set the Re-Call and the date and time this Re-Call has been scheduled for.

11) General Information - this section displays the basic information about this Prospect such as the Primary and Secondary name, Address, Email address and any comments made on their Prospect page.

12) Phone Information - displayed in a green box to the right of the 'General Information', this section displays all three available phone numbers with their associated phone type and the best time to call set on the Prospect page.

13) Demographics - information pulled from the Demographic section of the Prospect page.

14) Marketing Opportunity Information - information pulled from the Marketing Opportunity associated with this Campaign.

15) Lead Source Information - information pulled from the Lead Source tied to the Marketing Opportunity associated with this Campaign.

16) Disposition - this section holds all of the tools your Telemarketers will use to 'disposition' or tell the system the outcome of the call.  Dispositions are categories in two ways:

•  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.