Description
This section describes how to start creating and managing queues of outgoing automatic calls (dialers) in the Creatio system, using the Webitel Telemarketing product.
1. Add the "Calls" section to the "Contact center" workplace
To display the "Calls" section (Fig. 1), you need to open the "System Designer" (1, 2).
Fig. 1. Opening the "System designer"
After that (Fig. 2), find in the "Set up view" section the "Workplace setup" subsection (1).
Fig. 2. Setting up workplace
Next, you need to select the workplace "Contact Center" (1), and click "Open" (2) (Fig. 3).
Fig. 3. Opening the "Contact center" menu
Then you should click on "+" (1) on the "Sections" detail (Fig. 4).
Fig. 4. Adding the section
Next, you need to find the "Calls" section in the list (1), check the box next to it (Fig. 5), and click the "Select" button (2).
Fig. 5. Selecting the "Dialer" section
Then you need to refresh the page in the browser. The "Dialer" section will appear on the side panel (Fig. 6)
Fig. 6. Displaying the "Calls" section
2. Create a new dialer
To create a new dialer, you need to enter the "Dialer" section (1) in the "Contact Center" workplace, and click the "New" button (2) (Fig. 7).
Fig. 7. Creating a new dialer
For adding a new dialer, you must fill in the required fields:
- Name — the name of the dialer;
- Strategy — strategy for adding the subscriber into the queue;
- Dialer type — type of outbound queue;
- Calendar — Webitel calendar lookup according to which the queue will work.
After filling in the required fields, the dialer can be saved by clicking on the "Save" button (5) (Fig. 8)
Fig. 8. The dialer record page
Created dialers (1) will be displayed in the list of the "Dialers" section.
Fig. 9. Register of entries in the "Dialer" section
3. Dialer types
For each type of dialer, there is a specific set of parameters that must be specified when setting up the queue. The detailed process of setting up each type of dialer is described in the corresponding section of the documentation.
There are the following types of dialers:
- Preview
- Progressive
- Predictive
- Outbound IVR
3.1. Preview dialer
Dialer with agent reservation with preview
Preview dialer — an outbound campaign handled by agents. The queue works in a mode with a preview of the dialing member information before calling him.
In this mode, the agent sees preview information about the called dialer member, and decides whether to call him or not. The system initiates a call to the agent first, and then to the dialer participant.
Before making a call, the system displays information about the dialer member on the agent's screen. The agent looks at it and, if he decides to make a call, clicks the appropriate button. The system starts dialing. In this case, the status "Busy" is set to the agent automatically. He hears the beeps of the connection, and if the dialing member answered, starts a conversation. If the number is busy or does not answer, the agent has the opportunity to schedule a second dialing attempt.
After the call ends, the agent can manually record the result of the call.
3.2. Progressive dialer
Dialer with agent reservation without preview
With this method of outbound calls, the system, by dialing numbers, makes a series of outgoing calls to each agent (the number of simultaneous calls can be specified in the settings of each agent) until one of the dialing members answers. And only when this happens, an agent, who was reserved in advance, will be connected. The remaining calls made to the agent will be dropped.
Information about the member is displayed to the agent after connecting to him. If no one answers from all the dialed members, the system will start dialing the next members in the list.
This method of calling is good for its performance, because the system dials not one number, but a whole series. Time is significantly saved, not only due to the automation of calls processing, but also due to the fact that the agent does not have to manually record its results: the system does it for him. In addition, in this case, the number of missed calls by agent will be minimized (when the subscriber answered, but there was no free agent), since the agent is being reserved. The agent can only reject the call or not answer.
3.3. Predictive dialer
Dialer without agent reservation
This mode is fundamentally different from all other methods of outbound calls in its efficiency, due to the fact that the agent is not reserved. The agent connects to the call only at the moment when the called member answered it. In other words, for the agent, an outbound call becomes practically indistinguishable from an incoming call.
A call in predictive dialing mode (or predictive dialing) is initiated by the system. It makes a call to several members from the list at once. If the called subscriber answered, the system quickly connects the agent, otherwise (the number is busy, does not answer, an answering machine signal is detected), in accordance with predefined instructions, it decides whether to retry.
Thus, in the predictive dialing mode, the agent will not receive unproductive calls: he connects to the connection only if the call reached the destination and was answered by the called subscriber. The difficulty lies in the fact that the system must ensure that at the moment when the called member answers, there is a free agent who also has the appropriate skills to handle this particular call.
The dialer determines the number of agents working on a given queue, the average duration of the agent's conversation, and the amount of time that needs to be spent on dialing the numbers to get one connection to a human. Using this information, it predicts how many phone numbers at each particular moment of time need to start to be dialed in order to give the work to those agents who, according to the system's calculations, should be available in the near future.
In other words, if only one out of five calls is expected to be answered by the member, and only one agent is due to be available soon, the system will make five outbound calls. And in this case, with a high probability, one call will be successful. Although, of course, it may be that not a single agent of the required qualification is free, and then the system will put the member into the queue waiting for a free agent for the time specified in the settings. The agent can also hang up the call.
A predictive dialer is used in cases where you need to quickly handle the list of phone numbers, since this type of calling fundamentally reduces the downtime of the agent. That is, there will be no agent who does not receive calls for a long time.
3.4. Outbound IVR
Dialer without agent participation
Outbound IVR helps an organization acquire new customers by making automated voice calls using pre-recorded audio files or speech synthesis and recognition technologies. The agent is replaced by an Interactive Voice Response (IVR) system. The purpose of such dialers is to provide existing customers with some important information, which may be:
- individual (for example, calling debtor clients with a reminder of overdue debts) — in this case, the system must be connected to the company's client database;
- general (advertising information, notification of critical equipment failures, etc.) — in this case, the system may not be connected to the company's client database, it may only be possible to download the call list.
The Webitel system allows you to build multi-level voice menus that are unique for each member. It is possible to send requests to external systems before, during or after the call to enrich the data, or send the results of interaction with the client.
Also, if necessary, while going through the IVR menu, the member can be connected to the agent both in the queue and directly to the responsible agent or forward the call to any external number without disconnecting the call and record of the conversation.
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