Acarda Outbound manages your campaign leads and works out which lead to send out to each agent and when to send them. Leads are sent out in an order of priority which starts with those call backs where the agent was requested to call back at a set date or time. After the requested call backs it sends the agent those leads which were previously busy, or not answered, or voice mail and have a call back time which is less than or equal to the current time. These are re-attempts to reach the contact. It is only after all the due call backs are done that never-been-called-before leads are sent to the agent to call. This is intentional to manage the leads in the most effective way. There are a number of settings that affect how the call backs are managed. This blog will touch on a few of these and look at how to prevent too many call backs clogging up the system.
The main call back setting screen is located in the Manager software:
- Open Acarda Outbound Manager, click Setup Tab
- Click Settings icon
- Select Call Backs under Call Options in the left side tree (see Figure 1)
Figure 1: The Call Backs setting screen.
In this setting screen you can set the number of re-attempts and the time interval between attempts. If you are getting too many call backs then you should consider reducing the number of re-attempts down. Once the limit has been reached then the lead will be set as a Failed Call Back status. At a later time you can reset the Failed Call Back leads and attempt them again. This is done via the List Management area.
You can also set whether or not Requested Call Backs from other campaigns can be given out to an agent while they are working on a different campaign. If you don’t want your agents to be distracted with other campaign Requested Call Backs then you should uncheck the setting “Enable Global Requested Call Backs”. Once this setting has been changed you need to stop/start the Acarda Outbound Server and get everyone to log in again.
It is also possible to set a Team (of Agents) to only get new leads (non-call backs) rather than call backs. Usually you would only do this if you had two Teams working the same campaign and then you would have the best agents doing the non-call backs (never called yet) and the less experienced doing the call backs (and then new leads if there were no call backs). This is setup under Teams. Click on The Team icon, then in the Setup Tab, then change then the Call Type drop down list.
Figure 2: Setting Call Type under Team Setup.