Frequently, we have observed an issue wherein the system initiates calls subsequent to the completion of an outreach, particularly when Inbound calling is enabled within a Call Center campaign. In response to this recurrent issue, we have implemented the Stop Outreach action within Workflows. This addition aims to prevent the system from placing calls unnecessarily.
Why?
In the scenario of a Call Center campaign, let us consider a situation where agents have initiated calls to contacts, and some of these calls remain unanswered, subsequently marked with the NO_ANSWER disposition. Should retries be configured for the NO_ANSWER disposition, the respective contacts will be re-queued for calling and attempted to be contacted again.
However, if Inbound calling is enabled within your campaign and a contacted individual returns the call, engages in survey responses, and concludes the conversation, the retry mechanism will still initiate further call attempts. We have introduced the stop outreach functionality based on tags to address this concern. This feature serves to prevent unnecessary call attempts to contacts who have already engaged in a complete conversation, effectively enhancing the efficiency of your outreach efforts.
How to use this feature?
To set up stop outreach for all the contacts in your account, you need to follow the below steps.
- Create a tag on your account for the Stop Outreach Workflow.
- 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.
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