Overview
Campaigns can be made for both and . They have several uses, for example:
- Voice: inform your customers of a special offer, or call back users who have requested it.
- SMS: communicate about an exceptional opening for the holidays, or follow-up with customers who have pending payments.
Here we will focus on creating a simple voice campaign.
Prerequisites
- The phone number that will be displayed to your customers.
- The calendar of your choice.
- An end-of-interaction Smart routing.
- A profile.
- (optional) targets layouts.
- (optional) a qualification questionnaire.
- (optional) a script.
- (optional) a pre-prepared INO CRM.
All configuration is made using the Maker.
Configuring
Campaign creation: modes
While creating your campaign, you will have to choose between two modes: progressive and power dialer. They change the way calls are made after the campaign is launched.
- Progressive: the system finds an available advisor, “reserves” it and then initiates a campaign call.
- Power Dialer: initiates the call and then will look for an advisor to handle it.
The campaign mode can be changed afterwards.
Settings tab
This tab will help you set up your campaign down to the last detail. It is organized in 3 sections:
- General.
- Treatment.
- Options:
As its name implies, the General section is for the campaign’s core configuration: name, phone number, maximum number of simultaneous calls, etc.
The Treament section is similar to the one you can find in the queue module, with fewer options: presentation duration, hold playlist, post-interaction, stereo recording, repository connector, etc.
The options section allows you to include a qualification questionnaire, a script, and/or an INO CRM.
You can include multiple scripts and assign a load to each. Thanks to statistics, you will then be able to determine which script has worked best for your targets!
Campaign activation and sessions
You can activate or deactivate your campaign at any given moment. When (or if) you wish to resume it and not continue the last session, you will have to enter a name for this new iteration.
Targets tab
This tab is divided into 2 sections: targets and attempts.
- Targets: where you can add all your campaign targets, one by one.
- Attempts: once your campaign has begun, you will be able to see the attempts results for all your targets here.
Target layouts tab
In this tab, you can include your target layouts for full-page (full) or minimized (widget) display on the Banner. Layouts need to be created in advance.
Target purge
A button on the Maker page lets you remove all pending targets from a campaign at once.
Import
Import all your campaign targets from a CSV file, CRM or database. Several options are available for importing all or part of your targets, and they can be incorporated into a layout for ease of use.
You can also choose the CSV file’s separator and filter your data when importing. Finally, you can save your settings and return to your import later with the “Save” button.
You can check the status of your imports in “My account” at any time.
Profile
To be visible in the Banner, voice campaigns must be added to the active profile (in the “Configuration” tab). Several parameters can then be activated for more precise management, especially in the Banner.
By default, your added voice campaign will only be visible in the mini screen.
- Automatic subscription: you will automatically be subscribed to the campaign when you open the Banner.
- Manage the Campaign: to activate/deactivate it and program targets from the Banner.
- Call blending: to activate call blending, and assign certain agents to your campaigns when the right conditions are met.
- Supervision: to access the dedicated tab in the Supervision module (which must be authorized in the “Settings” tab of the profile and customer account).
Tips
- For your “power dialer” campaigns, you can place a music on hold as the first action of your Smart routing.
Preview
This is what you will see in the Banner, if you have a full access. For a more detailed overview (campaigns tab, mini screen and Supervision tab), please consult the dedicated article.
Use case
My request: I want to create a voice campaign with a hundred targets, with calls launched only when an agent is available.
Step-by-step process:
- Open the Maker.
- Check that you have the following elements for your campaign: number (“entry points” module), calendar (“toolbox” module) and possibly an end of interaction smart routing (“routing” module).
- Create them if necessary.
- Go to “Campaigns”, then “Campaigns: voice”.
- Create your campaign and choose the “Progressive” mode.
- Go to the “Configuration” tab.
- (optional) add your target layouts.
- Go to “Import” and either download the .CSV template file to fill it or select your existing file/CRM/database.
- Select the appropriate options, and click on “Import”.
- Add the campaign to your active profile. Be sure that you have access to the Supervision module if you intend to use it.
- Activate the option(s) you need in the “Configuration” tab: manage the campaign, call blending, etc.
- You can now activate your campaign 🎉
Frequently asked questions
- How are targets prioritized?
- Prioritization by target within a campaign: Targets are first called according to their start date, prioritizing those with the earliest start date. When several targets have the same start date, they are then sorted by priority, from highest to lowest.
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When two campaigns, A and B, are running at the same time: the targets of each campaign are treated independently of each other. This means that prioritization and call order in campaign A are handled separately from those in campaign B. The starting date order only affects targets within the same campaign according to their specified availability and priority.
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If targets in campaign B have a different priority to those in campaign A: this only affects the order in which targets within campaign B are called. Targets in campaign A will always be processed according to their own prioritization rules without being affected by priorities in campaign B.
- Can I see the attempts history in the Banner too?
- The whole attempts history is only available in the Maker. Howerver, when treating a campaign call or checking a campaign call in interaction’s history, the advisor can see the attempts history for that call.