Stage 2: Setting up a campaign and sub-campaign
Now Harry will configure his campaign in Engage. To make it easy for him, we’ll break his work down into four tasks with sub-tasks:
Contacts and contact lists
Scenario: Harry has a spreadsheet containing the names of 1,500 customers that will be contacted. He’s busy and doesn’t have the time to add each customer manually into Engage.
Solution: Rather than enter each contact’s information directly into Engage, Harry can import the spreadsheet that contains the contact information of each customer. He'll do this in two steps:
Once Harry imports his list in Account Manager, he can retrieve the list for this campaign and for future campaigns.
Add contacts to an existing list
Scenario: After Harry imported his spreadsheet, his account representative from G-Tel called with the contact information of seven customers they wanted added to the campaign. Harry confirmed that these customers were not listed on the spreadsheet he just finished importing.
Solution: Harry can manually add each of the seven customers to the imported contact list.
Now that Harry has imported the contact list and added his additional seven contacts, he can edit, delete, export, filter, download, or generate a report of the list or edit or delete individual contacts. He can also split his list into smaller lists using the Apply list rules function, and he can import specification files and perform a contact search. He’s happy with the list and moves on.
Now it’s time for Harry to select the people he’ll exclude from the campaign. When he clicks on the Compliance tab on the Campaigns page, he'll have two options: Compliance Tools and Contact Suppression Lists.
Scenario: Harry has also been told that Ohio is under a state of emergency as a result of widespread damage from a tornado. He wants to remove all Ohio customers from the calling list.
Solution: Harry can use the Do Not Contact Location rule to stop the system from calling Ohio.
Contact Suppression Lists
Scenario: Harry has a spreadsheet containing the names of 50 people who have requested to be removed from all future calling campaigns.
Solution: Harry will use the Contact Suppression Lists function to exclude those 50 people from the campaign. He'll do this in two steps:
If he wants to, Harry can now select from the following suppression list options: edit, delete, export a list, or add, edit or delete individual contacts. He’ll leave it alone for now.
Harry can now configure his campaign using Engage.
Scenario: Because this is a sales campaign, Harry must abide by the FCC rule that says the contact center must connect a call to an agent within 2 seconds of detecting a voice.
Solution: In order to meet the 2-second connect standard, Harry will run his campaign in ASM mode, often referred to as Fast Bridging. And because Harry has only two weeks to reach 1,500 customers, with 25 agents assigned to the campaign, he chooses the fastest dialing mode, Predictive.
Add a default Caller ID Number
Scenario: The Caller ID number that will display on a contact's phone is currently defaulted to the phone number associated with Harry's account, but Harry wants to specify a different phone number.
Solution: Harry can change the default Caller ID number to any specified phone number.
Scenario: Harry is now ready to create and send his sub-campaign. He doesn't have time to go through and specify the same options he specified when he configured the campaign.
Solution: Harry can apply his campaign settings to his sub-campaign.