CallHub understands the user needs, and this time, we have come up with something you will love having in your Call Center campaign. Inbound calling for Call Center campaigns!!
We researched the usage data and found that of every 100 calls made in the system, the answer rate averaged around 40%. The remaining were either unanswered, busy, or failed calls. We found that at least 15 of the 100 contacts called back, and we wanted to do something about that.
Currently, there are two ways inbound calls are handled.
- If you use a Validated number as a Caller ID of your campaign, the incoming call is dialed to that validated number.
- If you are using a rented number such as Follow-up Texting or Dynamic Caller ID, the incoming call is routed to the first validated number of your account, or you can set a Transfer number for the Caller ID.
In both cases, the calls are handled outside the CallHub system. Although the calls were logged for the second case, the person whose number is validated received the call and not the volunteers.
With this feature, we will have agents answering the inbound calls during the campaign's Operational Hours! This will also solve the campaign data issue in terms of reporting. The inbound call will be handled the same way an outbound call is made. Let us see, how to set it up on the CallHub dashboard.
Inbound Calls for Call Center Campaigns
The procedure to set up a Call Center campaign with Inbound calling is the same except for two changes.
1. You need to rent a number from the carrier to make calls from the campaign.
2. Enable the Inbound Calls slider under the "Inbound Calls" tab.
Renting a Number
It is required that you rent a number to make and receive calls from the Call Center campaign. If you are using a Validated number, the calls will be routed directly to your device. By renting a number, the calls will be routed to the agent(s) assigned to the campaign.
If you have already rented a number, you may choose it during the campaign creation process. However, if you have not, you can choose "Automatically Rent a number" and move to the next step.
Enable Inbound Calls
For an Inbound Call, you may set up a Greeting message and a Thank you message while setting up the campaign.
Welcome Message - If a contact misses a call dialed from the campaign, and calls back, the system will greet the contact with a welcome message. Here, you may add a pre-recorded audio or a Text to Speech message. Additionally, you can choose the default welcome message that will be available on your account.
Hold Time - The time from which the contact is connected to the system on the incoming call to when the call is received. The minimum hold time is 30 seconds and the maximum hold time is 300 seconds.
Thank you Message - If an agent has called back and no agents are available to take the incoming call, the system waits for the Hold time to elapse and hangs up the call by playing the Thank you Message. The campaign manager can choose to add a pre-recorded audio or a Text to Speech message.
Once the call is disconnected, the system will call the contact as soon as an agent assigned to the campaign is available. This will be an Automated Callback from the system.
Click on Done to save the settings and proceed to the next step to complete the campaign setup process.
Click here to know how incoming calls are handled as an agent.
The support team is always on their toes to help! We encourage you to submit your query on our Support Page.