Call Center Dialer Campaigns Structure

Call center software can be confusing, especially if you’re new to the industry and dialer campaigns. In an attempt to make things simpler, we’ve created an info graphic showing off the structure of the campaign in the Parrot Predictive Dialer and how the pieces of the puzzle fit together for your dialer campaigns.

Call Center Campaign Structure

The Dialer Campaign

Campaigns are the backbone of all calling efforts in Parrot. They divide call sessions into segments for better organization to help generate more sales or provide better service. Campaigns may be organized by client, location, type of lead, etc. Different agents can join or be assigned to certain campaigns.

SETTINGS THAT MAY VARY FROM CAMPAIGN TO CAMPAIGN: Dispositions/Statuses, Inbound/Outbound Dialing, List Order, In-Groups, Caller ID,, Scripts, Dial Method, Dial Speed

What’s Inside a Campaign?

Lists

The list is simply a container for the lead file. Each list can be assigned
to 1 dialer campaign. Clients can keep loading leads into one list or create and manage different lists in one campaign.

Leads

These are the records from the CSV file that will be uploaded into the list. A lead contains a phone number, contact name, and any other information that the agent needs to see.

In-Groups

In-groups (inbound groups) are a way to assign groupings of inbound numbers with specific settings to a campaign. This could work as a ring group allowing agents in a specific campaign access to receive inbound calls. In-groups are always needed to receive inbound calls, and every in-group needs its own DID (phone number). Settings such as scripts, welcome messages, IVR, and more are unique to each in-group.

User Groups

User groups are designed to restrict or give access to a specified group of agents. This can be useful when managing big teams or specific shifts. Options for groups include dialer campaign or in-group access, specific reports, call times, and more.