Before reading this article, you should be familiar with the outbound dialer. Here you will find an article on the basics.
Selecting the call outcome
After finishing a call, the call outcome has to be selected and submitted.
Choosing the right call outcome
But which call outcome triggers which behavior?
All call outcomes can be subsumed under three options
- Calling x times every x hours - if one of these outcomes is selected, the customer will for instance be called by the platform up to 5 times more on a 7 hour intervals. To customize the times, please get in contact with babelforce support.
- Scheduled call back - if this outcome is chosen, the agent can define (from a pop-up box) a specific date and time when the customer wants to be called back.
- No redial - when one of these outcomes is chosen, the lead will not be called again
Here is the overview of outcomes subsumed under the behavior they trigger.
|Calling x times every x hours, but no more than x times||Scheduled call-back||No redial|
|No answer||Call back||Don't call again|
|Disconnected number||Not interested|