Stop Outreach for Call Center campaigns

We noticed a recurring issue where the system keeps making calls after an outreach ends, especially when Inbound calling is enabled in a Call Center campaign. To fix this, we added the Stop Outreach action in Workflows 🚫📞. This prevents the system from placing unnecessary calls.

Why? 🤔

In a Call Center campaign, agents call contacts. Some calls may not be answered and are marked with the NO_ANSWER disposition. If retries are set for NO_ANSWER, those contacts are added back to the queue and called again.

But, if Inbound calling is enabled and a contact calls back, completes the survey, and ends the conversation ✅, the retry process will still try to call them again. To stop this, we introduced the Stop Outreach feature based on tags.

This feature ensures that contacts who already had a complete conversation won’t get unnecessary call attempts, making your outreach more efficient ⚡.

How to use this feature?

To set up stop outreach for all the contacts in your account, you need to follow the below steps.

1. Create a tag on your account for the Stop Outreach Workflow.
2. Set up a Workflow by using the same tag as the trigger and Stop outreach for a specific campaign(s) as the action. 

You need to use the tag added trigger for the Workflow by associating the tag you wish to add, and then setting up the action as Stop Outreach. The tag needs to be associated with a response for the surveys so that when the agent chooses the survey response with which the tag is associated, it is added to the contact. 

Once the tag is added to the contact, the Workflow action prevents the contact from being called in case they are in the retry queue. This way, the contact is marked Completed, and no further conversation is initiated with the contact.

CallHub views this feature as a transformative addition, especially beneficial for users engaged in Voter persuasion or GOTV (Get Out the Vote) initiatives.

Have any queries or concerns? Write to us at support@callhub.io or create a ticket from the Support Center.