How to create a Call Center campaign?

Your guide to building a call center campaign on CallHub from the ground up. We cover everything from scripts, dispositions, to follow-up texts.

CallHub's Call Center lets you connect with your contacts through your team of agents. You can add surveys, record call details, and manage follow-ups easily.

Before creating a campaign, make sure you have:

• Added a Contact List (the people you want to call)

• Added Agents (the people making the calls)

Once ready, log in to your CallHub account and click "Create" under the Call Center Campaign section.

Script -

In this section, you can create the script your agents will use during calls.

• Script Types: Choose either a Linear Script (single flow) or a Branched Script (multiple paths based on answers).

• Paragraph: Add the main talking points or a long script that agents will read during the call.

• Questions: Add survey questions to collect information during the call. Question types include:

  • Numeric

  • Text

  • Multiple choice

  • Multi-select

These scripts can be created directly in CallHub or imported from connected CRMs (like NationBuilder, NGP VAN, Salesforce).

Dispositions:

A Disposition is a label that describes the outcome of a call (e.g., "Interested", "Not Answered").

• You can use CallHub’s default dispositions or create your own custom disposition.

• If you want to call back specific contacts, enable the "Retry" option for those dispositions.

• You can set how many times and how often the system should retry those numbers.

Text Follow-up for Call Center -

You can send follow-up text messages to contacts during or after calls.

• Manual Text: Agents can send additional information via text. If no mobile number is saved, they can collect it during the call and send the text.

• Automated Text: The system can send an automatic message to contacts tagged under specific dispositions (e.g., “Missed Call” or “Voicemail”).

To enable this, go to the Disposition section and select which dispositions should trigger an automated text. Please note that this setting is only available for the campaign manager.

Click here for more details on how to set up Manual and Automated Texts for your Call Center campaigns.

Tagging - You can set up tags in the campaign that will be available for the agents to select while saving the details of the calls during the campaign. You can add multiple tags in the text editor, and the agents can select these tags by clicking on the "Tag" button below the contact name in the agent console.

If your CRM is connected to CallHub, you can also import and use CRM tags.

To add new tags, click “+ Add new tag” in your CallHub account. These will be available for all future campaigns.

Targeting - 

Contact List: Here, you can select the contact list you wish to target for this campaign. You can also select multiple contact lists here.

Compliance Note:

• CallHub blocks automated calls to mobile phones and known litigators to follow TCPA regulations.

• DNC-listed numbers can be called only for political and nonprofit campaigns.

• Contact list and DNC settings cannot be changed after campaign creation.

Caller IDs

The Caller ID is the number displayed to your contact when they receive the call. You can select a caller ID that is already validated, or you can validate a new number. 

Dynamic Caller ID:  You can use the Dynamic Caller ID feature to match the Caller ID to the region (state/capital/largest city) of the person called. People recognize the CallerID and are more inclined to pick it up.

Rented number: You can use a Rented number if you use Follow-up Texting or Inbound Calling in your Call Center Campaign.

Note: Please make sure you select the correct Caller ID when creating a campaign. Once a campaign is created, the Caller ID cannot be changed. If you need to update the Caller ID, please contact us at support@callhub.io

Dialers: Choose the right call center dialer for your requirements to optimize outbound calls. Choosing the right dialer is key to increasing agent productivity and improving operational efficiency. CallHub offers 4 dialers, ie. Power dialer, Autodialer, Predictive, and Preview dialer. 

Need help choosing the right dialer? Click this link.

Answering machine audio: Agents can save time by dropping a pre-recorded audio message if the call has reached the answering machine.

Note: The "Drop voicemail" button has to be manually pressed by the agent to drop the voicemail after hearing the answering machine's beep.

Patch-through Calling

Allow agents to transfer calls to decision-makers.

• You need to add a list of patch-through numbers under Settings → Call Center → Add Patch-Through number.

• Agents can then connect contacts to only these approved numbers.

Inbound Calling - 

Inbound Calling: With this feature, agents will answer 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. Click here to learn more about Inbound Calls.

Assign agents: Here, you can choose to Assign All Agents or Select Agents to add them to the campaign or skip the step to Assign Agents later. You can also check our article on registering an agent for a call center campaign from this link.

Note: The Assign All Agents option will add any newly created agents to the campaign by default. So if you haven't made any agent accounts, you could use this option.

 Agent Settings: This section includes recording, notes, and call duration features.

• Recording - You can enable this feature if you want to record all calls. You will be able to listen to the recordings anytime after the call for monitoring. 
• Notes - Agents can add additional information that they have gathered in notes. By default, adding notes is mandatory; however, you can make it optional.

AI-powered - 

Smart Insights for Call Center campaigns is a feature crafted to provide extensive insights by examining call transcripts. Using Artificial Intelligence (AI), this feature analyzes call recordings and assesses campaign effectiveness through sentiment analysis.

Here, you can see two options: Call Sentiments and Contact Categorization. You need to click on the slider button to enable them in your campaign.

Click here to learn more about the Smart Insights feature.

Schedule - 

Schedule campaign: This is a crucial section of setting up a campaign. You need to set the START and FINISH date for your campaign, select Daily Operational hours, and can also choose to run a campaign on weekdays, weekends, or certain days of the week. You can also choose a Timezone for the campaign.

Campaign's Timezone - This setting is specific to the campaign. You can choose the Timezone under which you wish to run the current campaign. The campaign's daily Start and Stop times will be calculated in the Timezone selected here.

Call people in their time zone - In the US, there are multiple time zones, and some states also have two time zones. You can check this setting to ensure your contacts are called in their time zone. This setting identifies the Timezone of the user based on the following factors:

1. 1. 1. Zipcode of the contact (if not available)
      2. State of the contact (if not available)
      3. Area code of the Phone Number.

Note: Once the campaign is scheduled and you hit the "Finish" button, the campaign will go into a paused state by default, and you can start the campaign when the agents are ready. 

Zip code and State are checked from the contact record in contact list (if added).