Q: How do the call agents use the call module?
A: The call agents can access the call module by clicking on "Call" in the menu.
The call agents will see the screen that’s been set up by the Data Outlet admin. Please be aware when editing data in the selected screens to first save this screen before closing the call.
In the right pane of the call screen, the call agent will see the following standard buttons:
STOP*: When you stop calling. Then, this customer is available to another user.
NO ANSWER: The company does not answer. The outlet appear in the call file again the next day + 2 hours later.
BUSY: The company is already on the phone. The outlet will appear in the call module again after 2 hours.
INVALID NUMBER: Company has an incorrect phone number or indicate that the company no longer exists.
CALL BACK LATER: When you are prompted to call back later. The second screen will appear. Here, the date and time can be put down.
The outlet will appear again in the call file at the time filled in. Please be aware that someone should be working in the call module at that time! If not, the outlet will be placed last in line of the call file again.
NO COOPERATION: The company refuses to cooperate. The outlet will not appear in the call module anymore.
OUTSIDE SCOPE: Company should not be in the campaign.
DONE: This button should be pressed when the call agent completed the call (e.g. created an appointment, order)
SPOKEN WITH: In this dropdown the contacts from that outlet will be shown.
* Never leave window open at long and short breaks. For each call it is recorded how long the screen is open and is reported accordingly. So if a screen unnecessarily open the suggestion that someone turns out to be very long engaged in a call and pollutes the reports.