Contact Strategy

 

When managing an outbound campaign it is important to make the most of your valuable data by implementing an effective contact strategy. Getting as many 'Right Party Contacts - RPCs' (or Decision Make Contacts – DMCs) from the fewest call attempts is essential for maximising the return on your investment in data.

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Configurable Call Dispositions

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Each call made is given a disposition to both track the outcomes and control the dialer behaviour. Calls are dispositioned automatically by the system in the case of busy numbers and unanswered calls and overridden by the user on calls that have been answered with the click of a button. The dispositioning of calls is also how the contact strategy for a campaign is controlled. Examples of the configurations available for each disposition are:

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• Wrap up time (time between the end of call and the time the next call is made)

• Maximum call-back attempts

• Leaving automated voicemail messages

• Generating emails to supervisors

• Moving call data to automatically populate campaigns

• Call back Priority levels

• Call-back/recycled call delay settings

 

Call-back and recycling call configuration manages how, when and by whom a contact record will be called again. Call-backs can be configured in 3 different ways:

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• Fixed delay (Weeks, Days, Hours, Minutes, etc.)

• Specific time (4.40pm on Thursday)

• Shift Time offsets (Configured shift times allow recycled calls to easily pass between shifts)

 

Whichever call-back option is used, a call-back can be designated as user specific or not. User specific call-backs will be presented to the same user that arranged the call-back whereas non-specific call-backs will be presented to any free user who is assigned to the campaign.

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Another important part of call-backs is setting a priority. Each call-back can be given a different priority type (1-99) to make sure that arrangements with a customer to call at a specific time always takes priority over recycled outcomes such as no answers.

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Multiple Number Dialing & Time Windows

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In order to increase the probability of making contact with decision makers, each contact record added to a campaign permits up to three telephone numbers to be stored. These numbers will be dialled in order or according to configurable time windows (Home, Work, Mobile etc.)

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Leaving automated Voicemail Messages

 

When presented with a contact’s voicemail or answerphone, the system can be configured to leave an automated message to notify the contact who has called them using Call Routing Announcements on the MiVoice Office 250.

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Barred Number Management & Campaign Cleaning

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It is important to be aware of people who have requested ‘Do Not Call’ especially in the context of government regulations. Barred Numbers can be managed within the Campaign Manager solution and campaign data can be automatically cleaned.

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Shift Patterns and Recycling calls

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The system can be configured to reflect the shift patterns in your organization and No Answers and Answering Machine dispositions can be configured to recycle a call to a specified later shift. This technique creates an ‘offset’ for the recycled call that breaks up the patterns for when the called party is typically unavailable and thus increases the probability of connecting to a decision maker next time.

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Real-Time & Historical Reporting

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To manage and track the success of campaigns both real-time and historical reporting are possible by integrating to the powerful MiContact Center Office (CSM) management information software. This integration is augmented by a range of campaign specific reports via the browser user interface that provide supervisors with a real-time dashboard to manage staff and data.

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Desktop Client / CTI Integration

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The most common implementation of Campaign Manager utilises the Mitel Phone Manager Client to provide the user with the tools to:

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• Control their status

• Disposition calls

• View information about the customer they are speaking with

• Screen pop 3rd Party applications (e.g. Microsoft Dynamics CRM, Salesforce.Com, Saleslogix and many more)