Get Next Call

Get Next Call ORDER OF OPERATIONS FOR GET NEXT CALL: HERE’S THE EXAMPLE….. BACKGROUND:  Based on a small call center (2-3 people).  They have never used Get Next Call or Call Center, but they have used the Activity List and Get Next Unassigned Activity. EXAMPLE #1:  I want to have my telemarketers call past customers. IN THIS CASE:  You would want to ask yourself things like:

• Are you calling all of your past customers or just certain ones?  Maybe people who have purchased a specific product?
• What is the goal of the calling campaign?  What do you hope to accomplish?
• Is this call campaign something you’ve done before?  What did you do last time?

IN QUESTIONING YOU LEARN:  That you would like to call past customers who have purchased windows (customers only) with the goal of selling them an extended warranty on the existing windows that were installed or selling them more windows for their home.  You have not done this campaign before. WHAT’S NEXT?

1. Make a filter.
   1. Go to the Customers list view to get a list of only customers.
   2. Include in your filter ONLY people that are “callable” (DNC is NOT checked means that it returns any record that has at LEAST one phone number on it that is NOT checked DNC)
   3. Product name is windows

2. Make your activities.
   1. Upper level activity list
      1. NOTE:  you will want to either make a new reference or ensure that the reference you intend to use has no pre-existing activities associated with it.
         1. If it does, you will want to ask the customer more questions about what they want to do with those activities:
            1. Delete them?
            2. Add them to the list of people to call (there could be duplicates)?
            3. Make a new activity reference for the new activities? IF YOU ADD A NEW ACTIVITY – make sure that inquiry required and appointment required are selected in most cases – this will grab the most recent inquiry and appointment and link it to the activity – this is necessary for campaigns if you intend to sort by inquiry date
            4. Assign them to a specific person so they don’t pop in Get Next Call?
         2. Schedule Activities
            1. Make sure they are CALL OUT activities or they will not be included in Get Next Call
            2. Make a note of the reference

• Do NOT assign them to anyone – don’t even touch the box with employees in it

1. You do not need a due date and time
2. Only click save once

3. Make your Campaign
   1. Admin – Get Next Call Maintenance – Add New
   2. Name your campaign
      1. It is a good habit to get into naming it something similar to the activity reference with the priority listed on it as well
   3. Add your rules
      1. The rules that are given in the campaign builder area are the only ones you get
         1. Use your filters and your activity reference to get the appropriate activities in the campaign and the rules or organize those activities if needed.
      2. In this example our campaign will have four rules:
         1. Where the inquiry is between 0 days and 0 hours and 90 days and 0 hours And the activity reference is Window Warranty Will receive a priority of 90
         2. Where the inquiry is between 91 days and 0 hours and 180 days and 0 hours And the activity reference is Window Warranty Will receive a priority of 85
         3. Where the inquiry is between 181 days and 0 hours and 365 days and 0 hours And the activity reference is Window Warranty Will receive a priority of 80
         4. *This is a “catch all” rule And the activity reference is Window Warranty Will receive a priority of 75

• Add your employees ONLY when you are ready to have them start calling this campaign

4. Set up your Automation rules Automation rules are what keep the calls “rolling”.  IF they only intend to call the person once no matter what happens on the call (which is usually not the case) then don’t worry about it – 99.99% of people will want to call the contact a number of times or until they reach them.
   1. Admin – Activity Rules – Add Activity Process for an Activity Result
   2. Use the logic below to fill out the automation rules – this may mean you will have to go to other areas of the program to make new activity results or processes

*When you are making processes for automation rules like this – make sure:

• the name of the process matches what the process does
• that there is only ONE CALL OUT activity in the process (or multiple call out activities may fall into more than one bucket to call or that more than one caller may end up calling the person at the same time or within moments of each other).
• The reference matches what you are calling about
• The time frame for the call back is set appropriately