How are called records managed in Acarda Outbound?

Unlike paper-based manual dialing processes where you need to keep track of what leads have been called, and which ones need to be called back, Acarda Outbound looks after all this for you automatically. For example, if you had a small campaign of 1,000 leads for California and the first day ten of your sales people only contacted 400 of those leads, what happens the next day when they start calling; do they have to worry about getting some of the already called leads again? The called leads already have been attempted or dealt with yielding results that could be: not interested, sale made, already called, wrong number, call back again, etc.

The good news is that you do not need to worry about the 400 called leads from the day before. Acarda Outbound takes care of it for you. Each lead, or list record, has a Status. The status starts at “Not Called”, usually moves to “Call Back” and then on to “Called”. When a lead is out at an agent it is “In Progress”. When too many call back attempts are made then it changes to “Failed xxx” where xxx is the call back type whose limit was reached e.g. “Failed Busy” or “Failed No Answer”.

All the leads in the campaign start as “Not Called” but once they go to the agent they will usually come back as either “Called” (if they are finished with and you have a final disposition/response) or “Call Back” (if they were busy, no answer or a requested call back was set). If the person reached told the agent not to call them again then the agent clicks the “Do Not Call” button (Figure 1) and the status of “Do Not Call” is set and the number is added to the Do Not call list.

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Figure 1: Toolbar with Response options.

The following day you just carry on with the campaign and Acarda Outbound will first send the agents requested call backs that are due to be called, then reattempts for busy or no answer, and then, if there are no call backs due, it will send a new lead. Once the agent gets hold of someone then they select a disposition (also referred to as a Response), via the Response button (Figure 1) e.g. you could have a response for “Interested”, “Not Interested”, “Appointment Made”, “Send Information”, “Sold To Previously”, “Called Already”, “Incorrect Number”, “Invalid Number”, “Try Next Year” etc. If the agent does not reach anyone they would select a call back type via the Call Back button (See Figure 2 and Figure 3).

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Figure 2: Toolbar with Response and Call Back buttons.

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Figure 3: The Call Back Type.

The dispositions, also referred to as Responses, are set up under Support Tables as follows:

  1. Go to the Setup screen:
    • In Acarda Outbound Team: open Acarda Outbound Manager and click on the Setup tab.
    • In Acarda Outbound Solo: click on the Administration tab (rather than the Agent View tab) and then the Setup tab.
  2. Click on the Support Tables icon in the Setup group of icons.
  3. The Support Tables panel should open up with the Responses table selected in the top row of the list on the left side (Figure 4). On the right side is where you add a new response or edit an existing one.

When you add a disposition to the Response table you can select a Layout and a List Order. If you are not using any specific layout for your agent screens then you are using the [Default] layout and that should also be selected as the Layout that the response belongs to. The List Order determines the order the Reponses will be listed in when you click on the Response button in Acarda Outbound Agent, also the order the response is listed in in the Dial Card drop down list. Note you do not need to have a disposition for the call backs as call backs must be set via the Call Back button, not the Response button. Also do not have a disposition for “Do Not Call” as you must use the Do Not Call button instead.

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Figure 4: The Support Tables screen.

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How to change the order of the Dial List

As you import a calling list into a campaign in Acarda Outbound each record has the date and time of the import set as the last updated date for that record. Later as agents are calling new leads are given out on a First-In-First-Out basis. That means the oldest records in the campaign are given out before newer leads. If your imported list originated in a certain order, then the leads will be sent out approximately in that same order based on the last updated date for that record.

This blog will explain how to randomize the order of the list and to also reset the randomized order. These instructions apply to both the Team and Solo Editions of Acarda Outbound. For Acarda Outbound Team: In Acarda Outbound Manager click on the Manage tab then in the List Management group of icons, click on the Dial List Data icon. For Acarda Outbound Solo: Click on the Administration tab (rather than the Agent View tab) and then the Manage tab, then in the List Management group of icons, click on the Dial List Data icon.

On the right-hand-side below the Filter Criteria region you will see a set of tabs in the Changes region. Click on the one called “Order” and you will see the screen shown in figure 1.

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Figure 1: Dial List Data screen.

Now select the Source Campaign on the left-hand-side which holds the leads you wish to randomize. Next, if you want to, on the right-hand-side you will select a filter criteria. For example, you may want to reset only Not Called records or Call Back records.

To randomize the order select “Randomize Order,” then click the “Change Order” button. This can be undone by clicking the “Reset Order”, and then the “Change Order” button

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Figure 2: Dial List Data – Order tab.

For more details on Acarda Outbound please see http://www.acarda.com/telemarketing-software-team.html. You can download an Acarda Outbound trial via http://www.acarda.com/downloads.html

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