Being the boss is tough, especially if you’re one who’s managing a call center with phone dialer software. It’s your responsibility to ensure high agent performance, exceptional customer service, and deliver quality reports. You are also tasked with balancing the finite resources you’re equipped with. Nearly everything you do must be time-efficient and cost-effective. You barely have enough time for even a bathroom break (but please don’t wait before it’s too late). So, how on earth do you perform this juggling act? Should you join the circus? – Probably. But what you should really do is manage your cloud based call center software with campaigns.
Call center campaigns are focused efforts to break down your calling into segments to better create or capitalize on opportunities to generate more sales or better service. Using predictive dialer software or a cloud call center, you can use campaigns to organize your calling efforts. Each campaign you create may have different settings such as caller ID, scripts, dispositions, or lead recycling. Different agents can join or be assigned to certain campaigns and reporting can be done specific to each individual campaign. As your call center grows, campaigns will become increasingly meaningful as a way to stay organized and effectively maximize results.
Call center campaigns give you increased flexibility to organize different levels of your call center. Different businesses have different needs – some are simple, some are complex. Campaigns can be conducted in a variety of ways, such as outbound, inbound, blended, and military campaigns (I joke, although a call center may sometimes feel like you’re the commander in a war zone). With campaigns, you can also keep track of results and determine which practices are the most effective. Great reasons to use call center campaigns include:
These are just some of the outcomes of effective use of a call center campaign. Below, we go in-depth into how to set up and manage outbound, inbound call center software, and blended campaigns.
There are multiple ways to set up a call center campaign depending on the needs of your call center. Here are a few basic strategies or ideas on how to divide up your campaigns:
It is always a good idea to test different settings and figure out which campaign gathers the best results or is most optimized for the goals you are trying to achieve.
Outbound campaigns usually have a goal of making a sale or setting an appointment. It is vital to create an effective script and have appropriate dispositions to get the best results. Tracking conversion rates can help you measure which agents are getting the best results, and identify which agents need a good thrashing for their poor efforts. Ah, if only “tough love” were legal!
Agents receive inbound calls from one or more inbound numbers setup (DIDs). Depending on availability, the caller may have been waiting on hold for someone to answer. The agent will be able to see the customer’s information on their screen and a script to help them know what to say. The agent then dispositions the call by selecting a status based on how the call went.
Inbound campaigns can be overwhelming when there is a high volume of calls. This can lead to a higher number of “abandoned calls,” which are calls that were unable to be answered due to an agent not being available. In other words, the customer hung up because they got tired of waiting. A few options to consider keeping that number low include:
Blended campaigns combine aspects of both outbound and inbound campaigns. They may require more agents, as there needs to be back up for inbound calls in order to keep the number of abandoned calls low. There are many different strategies for blended campaigns, including:
Some important settings you can change based on the campaign:
Now that you know more about what campaigns are and the options available to customize them to your needs, here are a few more general tips to stay on track towards your goals:
Thank you for reading our Guide to Managing Call Center Campaigns. Call center campaigns are meant to maximize your agents abilities to generate more sales or better service. However, just creating a campaign won’t suddenly increase your sales. A few key takeaways include:
Below we have a few other excellent articles from other blogs that would also be a great reference: