Campaign settings – Dialer settings

Dialer settings is mostly about how the dialer should call the leads and present to the agents on the contact page. The details of these settings are explained in corresponding articles in the Help portal (there are links to them in the text below). In this Academy article, I will create settings from a fictive customer case where a client have asked me to raise funds for a charity through telemarketing. You should, of course, adapt the settings so that they fit the purposes of your campaign and the work flow of your agents.

The following steps are found under “Dialer settings” when you edit or create a new Campaign

Step 1
Start by deciding what type of dialer to use.
The PowerDialer will call one lead at a time and allow the agents to view the lead details before connecting.
The BasketDialer works like the PowerDialer but limits the amount of leads an agent can call before “refilling” the basket. You set the size of the basket further down on this page.
Predictive Dialer will call more than one lead at a time, based on how many agents are logged on and how long the waiting time between calls is.
In my example, it is important to get a status from every lead uploaded to the campaign, so I will select PowerDialer

Step 2
“Call data preview” contains settings for how long an agent will be allowed to study the lead details before the call is placed to the lead. When using Power- or BasketDialer, you need to consider both standard calls and Private redials. In many cases there are some notes taken in a previous calls to the lead and you may want to allow the agent some time to read up on the details before placing the call.

In my example, I will allow the agents to study the Private redials for as long as they need by selecting “Click to dial”. This means that the call will not be placed to the lead until the agent clicks “Dial now”.
On All call types, I have set a 5 second preview period.

Step 3
Now you need to decide what number the leads should see when they receive a call from this campaign (if any). There are 4 options:

  1.        “None” means that you call with hidden number
  2.        “User’s” means that you present the number that has been configured on the agent in the Organisation
  3.        “Team’s” will display the number configured on the team in the Organisation
  4.        “Campaign” will show a number for this campaign, regardless of who the agent is and which team the agent belongs to.

In my example I would like to present the Team’s number because my customer has a customer service number where returning calls to this charity are handled:

Step 4
The Redial settings can be a bit tricky to get right and you may have to fine tune these settings after the Campaign have been running a while. There are some questions you need to answer in this setting.

  • If a lead do not answer the call, how long should I wait before I try again?
  • If I don’t get through to a lead, how many times should I try before I give up and close the lead?
  • Should I count “Call attempts” or “Contact attempts” (more info about this can be found here
  • When counting to Max attempts, should I count all types equally or should I exclude for example Private Redials?
  • If I have scheduled a redial with a lead but, on the following redials, the lead doesn’t answer, how many times should I try before I give up and close the lead.
  • How many days into the future may an agent schedule a redial (the Campaign may only last until a certain date)?

Below are my answers that suit my campaign

     Note that not setting any value for VIP Redials means that they are not included in the count up to Max attempts.

If you don’t need to differentiate the Max attempts selectively, you can always simply choose “Global” where you can opt to include or exclude Private and VIP-redials like this:

Step 5

Next thing that you need to consider, is how long you want the dialer to try to connect to a lead before cancelling the call. Apart from just thinking about how long the waiting time between calls the agent should have, there is one particular time factor you should take into account: Answering machines.

A typical answering machine starts after about 22 seconds of ringing. When you set the dial duration, you need to decide if you want the agents to hear the answering machine and then actively set the call to “Answer machine” OR if you want to cut the call before the answering machine takes the call.

In my example, I don’t want the agents listening to answering machines on leads they have never spoken to before. I do, however want to allow my agents the option to leave a voice mail when they are calling on their private redials. Luckily, Hero Outbound allows me to make this distinction.

You can set dialing duration down to 15 seconds. It may be tempting to set the duration low as you are trying to increase the efficiency. Please note that this is very likely to have an adverse effect. For example, If you set the duration down to 15 seconds, the time that the lead have to answer the phone may be significantly shorter. When you call the lead on a landline in Denmark, the connection time is most often about 1 second. This leaves the lead 14 seconds to answer from the moment the phone starts ringing. No problem.
However, if the lead is on a mobile phone, the connection times are way longer. 7 seconds is quite normal but it can take up to 14 seconds to connect to a mobile phone in extreme cases. The lead will have a very short period of ringing before the call is disconnected. This will leave the lead with a bad experience and there is a good chance that you A-number will be reported as "spam" in automatic call filtering systems. The consequence for you is lowered efficiency as more leads will be closed with "Max calls reached". Your hit rate will fall and you will need to change you A-number more frequently. So - Use these settings wisely.

Step 6
Leads cannot live forever in the system. Your job here is to tell the system what your expiration period is (in days from the upload date). When leads 'Expire', they will no longer be available to call. They will be closed with the status "Expired".

You also need to consider how long a private redial should remain “private”. What if an agent is out sick or leaves the company? Here, you can easily set a time after which private redials are automatically released to all agents. There is also a method for releasing leads manually. More about this option here.

In the screenshot below, I have set open leads to expire after 90 days and leads with a private redial after 120 days because I want to allow my agents some extra time to close leads where a dialogues has been established. Since relationship to the lead is important in fund raising, I have decided not to release private redials at all. This is done by setting all values in this section to “0”. If the relationship is less important, you could set some time is these boxes. When the lead is released, the status will change to Common redial and the lead ownership will return to the original lead owner.

Step 7
The last step in this section of the Campaign settings is “Other settings”. At the time this article was written, there are 2 settings in this section:

- Dial through is a feature you should select when your leads have more than 1 phone number. If you tick this box, the dialer will place a call to the first number. If there is no answer, it will simply try the next number on the lead and continue as long as there are more phone numbers to test on the lead.
- You can hide lead data during the call attempt. This feature is useful for example if you want to prevent agents from “Cherry picking”. When this box is ticked, the lead data is hidden until the call is answered even if you are calling with Power- or BasketDialer

When you have gone through this article and the one named “ Campaign settings – Campaign Information”, you have actually concluded all the mandatory steps to create a new campaign and (as soon as you have uploaded some leads to it) you are ready to start calling!

…don’t forget to click “Save” :-)

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