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.

About Call Center campaign -

• CallHub's Call Center allows you to call your contacts with the help of your Agents.
• Add surveys to your campaign and ensure every call's details are recorded and saved.

Before creating a call center campaign, please ensure to add a contact list and agents to your CallHub account. The Contact List is a list of contacts you wish to call, and agents are agents/volunteers who make the calls.

Log in to the CallHub account and click on "Create" for the call center campaign.

Script -

Script: In this section, you will be able to add a script for your agents to use during their calls. This can be a Linear or a Branched Script. To know more about Branched Scripts, click here. 

1. Campaign Brief: Here, you can add your call flow as in the road map to how the agents should handle calls from the moment they get connected to the end of the call. 
2. Question:  While on the call, if agents are required to gather some information from the contacts, you can add relevant questions in the script to save this information in the form of Numeric, text, or multi-choice responses. These scripts can be either from CallHub or imported from the CRMs you have connected the CallHub account to. E.g, NationBuilder, NGP VAN, Salesforce. 

Dispositions: Disposition is a label that describes the outcome of a call. Based on the conversation, the agent can label the call with the appropriate disposition. CallHub comes with a default set of dispositions that you can add to your campaign, or if required, you can also create a custom disposition to suit your campaign. 

Also, if you wish to retry contacts tagged under some of these dispositions, you can select the "Retry" option next to them, and accordingly, the system will add the contacts back to the calling list again. You can also set up the number of retries and the time interval between retries.

Text Follow-up for Call Center -

Manual Text: The agent can send texts containing additional/important information related to the campaign during or after the call. The agent can collect the number and send the details if a cellphone number is unavailable for the contact.

Automated Text: The system will send automated messages to the contacts as a notification to let them know who called them and for what. The campaign manager can enable this for specific dispositions.

You need to click on the Disposition section and select the dispositions you wish to send the automated texts.

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 you have a CRM integrated into your CallHub account, you may choose the tags imported from the CRM and make them available for agents in the campaign.

If you have not added any tags to your account, you may click on "+Add new tag" to add tags to your account. These tags will be added as CallHub tags and can be used in all the 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.

CallHub makes sure that you comply with TCPA regulations by disallowing calls to cell phones and litigators through automated dialers. Numbers in the DNC registry are allowed to be called for political and nonprofit campaigns (Note: Telemarketing campaigns may choose not to call numbers that are in the DNC registry.) 

Stats of not-called contacts are available on the campaign overview page and can be exported.

Note:  Make sure to select the contact list and DNC settings carefully, as we cannot change them after creating the campaign.

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 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.

Dialers: Choose the right call center dialer for your requirement to optimize outbound calls. Choosing the right dialer is key to getting higher agent productivity and improved operational efficiency. CallHub offers 3 automated dialers, ie. Power dialer, Autodialer, and Predictive 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: Through Patch-through calls, agents can connect contacts to key decision-makers. As a manager, you can select a list of patch-through numbers and assign them to a campaign. This allows agents to transfer or patch through a call only to the selected list of numbers. Alternatively, the agent can type in any number and transfer the call to them.

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

 Agent Settings: This section involves the 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.

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 or 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 Timezone - In the US, there are multiple Timezones, and some states also have two Timezones. You can check this setting to make sure that your contacts are called in their Timezone. This setting identifies the Timezone of the user based on the following factors:

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

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

Note: Once the campaign is scheduled and you hit the "Finish" button, the campaign will go to pause State by default, and you can start the campaign when the agents are ready.