Campaign & List Management
Datapoint provides campaign and list management applications to support outbound campaigns. These scale from single site operations to managing and load balancing multi site, multi region campaigns with centralised control of administration, automated list management, campaign design and reporting. They can keep track throughout the lifecycle of a campaign from planning through monitoring and adjustment to final reporting.
Campaign Planning
Campaign planners can create calling strategies optimised according to a campaign’s objectives and prioritised by criteria specified by the user. Optimised accounts are fed to the dialler for execution, dynamically adjusting record levels as agents log in. The entire process is automated and there is no sorting on the dialler required during optimisation.
The movement of data and call depositions can be automated so that records are fed into the system and call outcomes are posted to CRM applications on the basis of exclusion management, scheduled recalls, recycling strategies and specific campaign strategies.
Campaigns can be optimised in a number of ways. From best time to call applications to segment based list building. The later being achieved through integration with key CRM vendors to utilise customer insight from these applications and therefore better target the right customers for success.
Follow up letters can be automatically generated from pre defined outcomes. List Management
Lists can be sourced from host systems and corporate databases. Administrative management of list and data sources include
- Area code update
- Campaign update
- Do not call update
- Flexible list pre processing
- Real time list additions/de-dupe
- List distribution
- Shared calling lists
- Record edits
- Record selection
- Record-specific messaging
Real Time Campaign Management
Campaign management and list management can be combined into a single user interface. Some of these provide an intuitive graphical interface to help supervisors build and modify campaigns easily with minimal training using simple pull-down menus and input fields. This allows them to manage lists, create calling strategies, select records, and design new campaigns.
These interfaces provide supervisors with real time campaign management. They can view real time and historic data, organise campaign agent groups and start and stop campaigns and campaign sequences. These can be managed as single or multi dialler campaigns. Campaigns can be linked which allows agents to move smoothly from one job to another without downtime. Campaign Monitoring
For ongoing monitoring, supervisors are provided with simple graphic based monitoring tools. Display formats include pie charts, bar charts or trend lines. They can monitor as many system, job, or agent activities (single or group) as desired, including current call results, call quality, agent productivity, talk times, and progress toward campaign goals.
They can see inbound and outbound wait queues and view call completion results for each campaign, thus analysing campaign effectiveness. Browser based interfaces allows for remote monitoring so that supervisors can manage geographically spread campaigns.
Supervisors can also set both visual and audio alarms that are triggered when certain characteristics of a campaign or agent performance are reached. For example, when an agent has exceeded a specified talk time, or when a campaign has reached a preset goal.
Supervisors can make changes to a campaign while it is in progress. They can fine-tune the campaign parameters, change a calling strategy, transfer agents between campaigns, or send messages to agents without stopping the campaign.
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