Admin Training Guide 101

Introduction

This guide will teach you how to work with Campaigns efficiently in Hero Outbound. You will learn about the Campaign settings and how Campaigns are built by the aid of Campaign Templates. You will upload leads to your Campaign and you will also learn about a few ways that you can optimise the work of the agents in a campaign 

Preconditions

As you are reading this guide, I assume that you are quite new to the Hero Outbound system and that you have been assigned the role as Administrator in your organisation. 

All screenshots are made in Google Chrome (v. 67.0.3396.99). Your screen may look slightly different depending on what browser and version you are using. Furthermore, you may find that you are missing some menu items that you see in the screenshot. Your available items are conditioned by “Feature Permissions” and what parts of the system that you have purchased. 
Before we jump into the training, I recommend that you read through the following short explanations about some central terms in the system. I also recommend that you log on to Hero Outbound in a new tab in your browser so that you can see how it looks inside the system. 
This Training guide is also available for download. Scroll to the end of the guide and find the link to the PDF-document named "AdminTrainingGuide_101.pdf"  

What is a campaign?

A collective expression that include lead data, result data, dialer types, reports and other settings that apply to a specific lead pool. 
Fundamentally, a Campaign is what you and your agents will be working on for a specific purpose. Whether your client have asked you to sell subscriptions to a magazine or raise funds for cancer research, you’ll gather all information about leads and their interests in a Campaign. 

What is a Project?

The project is a “Container” that holds several Campaigns. If you for example have 2 different clients, it makes good sense to create one project for each client. This is particularly helpful when you are drawing reports of the Campaign progress later. The reports can be limited to a single project and selected campaigns within the same project. 

When you get a new client or new assignment, you as an administrator are able to create new Project in Hero Outbound. 
Hero Outbound also uses projects to set up deletion rules. 

How does Campaign Templates relate to Campaigns?

The Campaign Template is the design of a Campaign. It is called a “Template” because the design can immediately be applied to several campaigns under the same template.  
This is the data about the lead. Most of it will be uploaded when you load leads into the lead pools and other data will be filled out by the agents when they talk to the leads.  

What is Result data?

Results are the “Outcome” of a conversation with the lead. This could, for example, be a lead saying “Yes, please” to your offer. This would generate a “Success” in the main result. You can have quite a lot of details in the result area but – more on that in step 3 in Exercise 1.

Lead pools - what are they and how are they created?

A lead pool is a list of leads. Each lead pool is bound (imported/uploaded into) to a Campaign. There are settings on the lead pool that will govern when the lead pool can be called and what priority the leads in the pool will have, for example. Lead pools can be uploaded from a CSV-file, created manually, created by a “trigger” or generated by an API command.

Contact page

This is the workplace of the agents. Changes in the Campaign templates and feature permissions will change the way the details on the Contact Page appear. From Campaign Templates, you can see a preview of the appearance of the contact page. 

Before we get started 
Log in to Hero Outbound. 
You should be looking at something like this image:

Figure 1 Hero Outbound News
The Main menu is where you will navigate to the various areas of the system. 
The Global Search bar searches for Campaigns, Campaign templates and Users globally in the system. On the search results, you will find shortcuts to the most commonly used alternatives 

Figure 2 When you use global search, you get different proposals in the search results
The Toolbar contains the Help button, your pause button, and settings.

Figure 3 Tools
If you press Help you will be redirected to HeroBase help portal where you will find quite a few helpful articles. If you get stuck, click this button and make a search for the topic you got stuck on. Our help portal is frequently updated both with articles about new features, but also older guides. This is the first place you look for help.
This article will continue in form of exercises. We will run through the different steps needed to create a new campaign. When you have followed these exercises in Hero Outbound, creating your own campaign, you are well set to work as an Administrator in Hero Outbound. There are many other possibilities in the system than what we cover here. Many of which you will find in the Help center.

Exercise 1: Designing the Campaign Template

For this exercise, you are going to build your first Campaign Template based on a lead file that you have on your computer. I assume that you have a client or manager who wants you to call certain leads and present them with an offer. I also assume that you have list of leads which you want uploaded to the system. If you don’t have such a list, you need to create one to perform the steps in this exercise. It should look something like this: 

Figure 4 A typical lead list
Note that all columns have “headers”. These headers should and will always be identical to the names of the Master Data fields in the Hero Outbound Campaign Templates. In this exercise we will use this file to create the Template and thereby make sure that the field names are identical. 

Step 1 – Create the Template

Click “Campaigns” and then “Campaign templates” in the main menu. Here you see a list over existing template. If there is no list, it means you are creating the first template.
Click “Create campaign template

Figure 5 Create a template
  1. Give your template a unique name.
  2. “Base Campaign Template on”, choose “upload file”
  3. Under “Select file”, click the button choose file (the name of the button changes depending of the language in your browser settings) and find the desired lead file on your computer. 
  4. When you are done, click “Next”

Figure 6 Enter details of the template and select a file to base the template on. 

Step 2 – The Master Data Fields

If all went well, you should now have arrived at the first out of three “Edit template”-pages, where you will fine tune the Master data fields and add some Result options. 
You will need to assign a suitable “data type” for each of the fields in the Master Data. As the system doesn’t know what type of data you will populate the fields with, it has simply chosen the default type “Text (Small field)”. The text field is perfect for data such as Name, City and suchlike but you may want to add some validation for fields that, for example, ‘can only contain numbers’ or a ‘correct URL’. Which is why you need to begin with assigning suitable datatypes. If you are using “Sensitive data” and “Deletion rules” look for datatypes that end with (*).
The full list of data types and explanations is available in the help portal. In this exercise we’ll focus on the most commonly used Data types:
  • Text (Small field): This is a field that can contain one line of text. Suitable for texts shorter than 30 characters. You can have more characters but then the last characters will end up outside the text box and thereby disappear for the Agent. For longer texts, use the data type “Text (Large field)”.
  • Phone number: This field is crucial, and you must choose one of the Master Data fields as the phone number to call.
In my example, I have arrived at the page where I edit the Campaign Template “My first template”. I’ve opened the edit mode for the field “E-mail” by clicking the small “pen” in left corner of the field (circled in the screenshot below). I’m about to select the data type “E-mail” which will add a validation that will check that the entry in this field is correctly formatted e-mail address. 

Figure 7 Add E-mail datatype for e-mail addresses
Your turn: Set your fields to suitable data types in the same fashion that I have. When done, return to this guide and go to Step 3.

Step 3 – The Main Result

So, now your Master data Fields have suitable data types and you have made sure that at least one of them has the data type “Phone number”. You are now ready to configure the possible outcomes that the agent can set on the leads they talk to. 

Outcomes are called “Results” in Hero Outbound. The results can be very different depending on what type of Campaigns you are running. The only thing required in this context is a “Main result” which is the most basic “Yes. Please” or “No, thanks” option. 
Besides the Main Result you may want to add Outcome details for options to the order like: “Does the lead want a blue or red version of the product” or a checkbox for a permission question like: “Lead wants News Letter”, for example. 
In my example I’m building a charity campaign for a fictive client asking for donations. The client needs to get the following from the leads:
  • Would the lead like to donate (Yes / No)?
    • If Yes: How much per month?
    • How many months would the lead like to donate (1 / 3 / 12)
    • Would the lead like a monthly e-mail from the Client
    • A calculation field that sums the full donation amount.
I start with the Main Result (which is always a “Picklist”). You’ll find that your template was born with a Main Result field picklist (click the pen to see and edit the details) 

Figure 8 Configuring the Main Result
If you are happy with your results, you can continue.

Step 3.1

When you’re happy with the Main Result it is time to configure the “Outcome details” which, in my example, is everything that comes after the “Yes / No” picklist. In this step, you’ll get acquainted with some new data types as well. Below you’ll find the configurations that I’ve made on my outcome details: 

Figure 9 Data type Number only allows numbers in this field.

Figure 10 Picklist, here I set Name and Value the same

Figure 11 Checkbox, in this case it is if the customer want to get sent newsletter

Figure 12 Calculation, here we want to calculate how much donated in all.
This field needs more explanation. When you choose to use “Formula”, you want to have the system calculate between two fields you have created. 
ATT: To get a preview of the fields created, you need to save the template first. You do that in the bottom of the page. Then you go back to Campaign templates, choose your campaign and then you edit you Formula field, now you have preview of all the fields.
Your turn: Add the details to you campaign. 

Exercise 2: Page 2 of the Campaign Template creation

Now you should be done with the configuration of the various data fields (Master Data and Result). If you look at the bottom of this page, you’ll find a checklist for the things that need to be completed. At this point, there should only be one red item. Click “Next” to proceed. 

Figure 13 Main outcome is configured in step 2. Click "Next"

Step 1: Configure the fields

Now that all fields are added and given the proper data type it is time to tell the system how these fields are going to be used. 
The first thing to do is to tell the system what field the Main Result is. In my example the field “Would you like to donate” is the main outcome so I select this in the drop-down menu: 

Figure 14 select what Picklist is your main result
Now you also need to tell the system how the leads should be closed when the agents select the options in the main result Picklist:

Figure 15 Define how the lead is closed with the different Main results
Your turn: Set the Main Result and define the Outcomes on your campaign 

Step 2

Now have a look further down on the page. You will find that there are 2 columns. On the left side (2a.) you’ll find the Master Data Fields and on the right side you’ll find the Result fields (2b.). On the Master Data Fields, you need to decide on the following:
  • Upload: If this field is required to have content when uploading leads to the Campaign, this box needs to be checked. If it is not required, leave it unchecked.
  • Result: Is this field a “Result field”?
  • Editable: Should the agent be allowed to edit this field?
  • Duplicate search key: Is this field used when looking for duplicate leads?
  • Visible: Should this field be visible to the agent?
  • Lead ID: Is this field a Lead ID (unique across all Campaigns in this Corporate)?
In my example I’ve configured the following settings: 

Figure 16 Configures the fields behaviour and use
Please Note: A field with data type ‘’URL’’ can’t be marked as editable 
When you’re done, the validation checklist at the bottom should look like this:

Figure 17 Checklist completed
Note that there is a Preview button. When you click this, you’ll see how this template will look for the agents when they are working with a lead. Click the Picklists and type in the fields. Just click “Cancel” when you want to go back to the template editor. 
Your turn: Configure the fields in your Template so that it matches the requirements of your client or manager and the needs of the agents. 
You should now click “Save” so that all the work is saved. Your Template is now ready for use but I suppose that you noticed that there was also a button “Next” on page 2 in the Template editor. 
Now that you clicked Save, you need to click Edit for your Campaign Template and click Next to return to Page 2 in the template editor. Once your there, scroll to the bottom and click “Next” to go to page 3 of the Template Editor.

Exercise 3: Conditional display of fields

In many situations, it makes sense to hide parts of the result data until they become relevant. It does, for example, not make very much sense to show the options for why the leads are not interested in your offer when they have already said “Yes, please”. 
For this purpose, you have options to hide parts of the results until another field has gotten a specific value. 
If this is relevant for your Campaign template, you should follow the steps in the next exercise. Otherwise, read through the exercise and keep it in mind for future use.

Step 1 – Edit Campaign Templates, Page 3

 
Go to Campaigns/Campaign Templates and find the Campaign Template you want to edit. Click “Edit beside your template: 

Figure 18 Click "Edit" on your Template
This will open first page of editing a Campaign template. Since you have already completed this part, just scroll to the bottom and click “Next. 
The same thing goes on page 2: Scroll to the bottom and click “Next”. 
So – Now you are on page 3 and it doesn’t look much to the world right now.

Step 2

In my Campaign Template I want to hide all outcome details related to the Main Result “Yes, please” until these details become relevant. So, I start by selecting the first field that I want to hide and then I click “Add”: 

Figure 19 Select the field you want to hide
Your turn: Select the field you want to hide and click “Add”. 

Step 3 – Setting conditions for displaying the field

Figure 20 Configure the dependencies that will hide/display the selected field

Once you have added the field, your next step is to hide the field:
  1. Find the field that should get a certain value to display the hidden field. You’ll find it in the Picklist marked “1” in the screenshot below.
  2. Select the option “Make the field invisible until the dependency has the right value”.
  3. Now select the value that the field should have to show the hidden field.
  4. Finish it by clicking the Save-button (The floppy disk marked “4” below).
Your turn: Configure the dependency on one of your fields and click the ‘’floppy disk’’- icon to save it without leaving the page. Repeat the steps above for all fields you want to hide. 
In my example I’ve hidden all fields that are only relevant if a lead has said “Yes, please” to donating to the charity: 

Figure 21 All fields done. Heading back to page 2 to preview
Note that I also circled the button “Previous”. Since there is no “Preview” option on page 3, I always go back to page 2 and click the “Preview” button there to check if my dependencies work as expected. 

Let’s create The Campaign

Your first Campaign Template is now completed (Well done!) and it is time to put it to good use with your first Campaign. Following the exercises, you’ve already completed, I will continue to use the same fictive charity campaign in the following exercises. 

Exercise 4 – Basic campaign settings

When this exercise is completed you will have a Campaign ready to for uploading leads.

Step 1

Go to Campaigns/Campaign Overview and click the “+”-button to create a new Campaign. 

Figure 22 Click the + to create a new Campaign
This brings you to a page named “Edit Campaign”. On this page, there are 4 mandatory fields. I’ve just filled in the things for my Campaign in the screenshot below.

Figure 23 Fill in the mandatory fields
ATT: The name of your campaign does not need to be the same as the template. You can use the same template for more than one campaign.
Note: when you make changes on you campaign settings, a red pencil will appear, it will be removed ones you press Save.
Your turn: Fill in the mandatory fields in the Campaign Information of your Campaign 

Step 2 – Dialer settings

In this step there are a few terms that you may want to look up in the Glossary, if you don’t understand their meaning. As you can see in the next image, there are some tooltips next to each setting.

Step 2.1 – Dialer type and Preview settings

I’ll start by selecting the PowerDialer as I have a fresh lead pool and because I don’t need to speed things up right now. 
I’m setting “All call types” to 5 seconds preview time and Private Redials to “Click to dial”.  The reason for this is that I want my agents to have 5 seconds of preview time to prepare (to see the Lead Master Data of the Lead) for ‘’all call types’’ and as long as they need to check the presented  information and history of the Private Redial, before the call is started.

Figure 24 Power dialer and settings for (lead) data preview
Your turn: Configure your Campaign so that these settings match your preferences 

Step 2.2 – Caller ID, time between calls and Max call attempts

Next step on the page is to set the Caller ID and the time period between 2 unanswered call attempts to a lead. 
In my example I’m going to use a phone number that covers this campaign. My client wants all returning calls to go to their customer service desk and therefore I fill out this telephone number as the Caller ID.
I could also use the caller ID of the agent in which case the leads who missed the call will call back to the agents’ phones directly (this doesn’t work with Hero Phone). 
If I choose “Never”, my Caller ID will be “Hidden number”. 
In my example, I’ve set the time between call attempts in my example to 22 hours on unanswered calls as I want a new attempt to be made the next day but not at the same time (if the lead was unable to take the call at 10 AM today, it is likely that the same will happen at 10 AM tomorrow). The default setting is 25 hours. This means you’re calling Leads for example on Monday at 12:00 (unanswered), then Tuesday at 13:00 (unanswered), the Wednesday at 14:00 (unanswered) and so forth… 
I will set a maximum call attempts on automatic redials to 5 and for Common redials to 10. I don’t want to try more than 5 times to a lead who has never answered a call from me but I would like to try a bit longer on a lead with whom I’ve been in contact once. 

Figure 25 Caller Id, Time betwwen attempts and Max attempts
Your turn:
  • Select what number to display to the leads 
  • Set the time interval between redials to unanswered calls 
  • Set the max number of call attempts on Automatic- and Common redials. 

Step 3 – Dial through, Call recording and Dialing duration 

The next item on the page is “Dialling duration”. This is simply a setting that tells the dialler how long it should wait for an answer after the number has been dialled. 

In my Charity Campaign, I want to dial through and record all calls. For all call types I will set my Campaign to 25 seconds as this will cut the dialling just before most answering machines pick up the call. I will also set the private redials slightly higher as I have been in touch with this lead before and I may want to leave a message on the answering machine like “Hi! This is Michael from My Charity again. I’ll try a new call tomorrow afternoon. Have a really nice day”. 
If you scroll past the settings for expiration times, you will find a tick box labelled “Dial through: Dial all Phone numbers on the lead”. If there are leads on your lead list with more than one phone number, you should check this box to make sure that all numbers on the leads are tried before the dialler gives up. 
Below that, there is a setting that hides the lead info during the dialling which we’ll skip for this exercise.

Figure 26 Dial duration, Lead expiration, Release Private redials, dial through and Hide lead data

Step 3 – Summary and overview of other Campaign settings

Now you have a campaign that is ready for uploading leads. Well done! You can now jump directly to Exercise 5 (Lead Upload). Below you’ll find a brief overview of the remaining settings that you can do to optimize your Campaigns. Read it through now or remember where to find it so that you can go back at a later point in time
Purpose and manuscript: These items are visible to the agents on the Contact Page. The purpose is simply a text explaining the purpose of this Campaign. The Manuscript is a geode for the agents so that they know what to say to the leads
  • Upload settings: Here you can for example tell the system what to do if there is a duplicate lead found in when uploading new leads.
  • Active date and time: This allow you to control exactly when this Campaign is active.
  • Text message template: Here is where you create the SMS-templates that should be available on this Campaign. You can merge various fields into the SMS.
  • E-mail template(s): Select what E-mail templates that should be available on this Campaign.
  • Rights: Give some teams and users access to this Campaign
  • Leads ready to Dial: In the Campaign overview there is an indication of how many leads you have ready to call in each Campaign. Here is where you set the boundaries for when the indication should change colour.
  • Triggers: This is a very powerful tool that allows you to configure automatic actions with the leads triggered by agent actions, outcomes and other events.
  • Lead filter: You can filter out certain leads for specific agents. For example, you can set it up so that one team only calls leads in the southern part of your country and another team calls the northern parts (filter on post codes).
  • Contact attempts filters: Here you can schedule time frame when leads with certain call attempts will be called.
  • Call recording: Here you decide whether you want call recording on the campaign, and whether to record the entire conversation or only the agent side.

Uploading Leads

Now you have created a campaign based on your template and are ready to make calls. All you need now is uploading leads to your campaign. There are several ways to do this, here we are going to manually upload leads from the lead list you used to create template with.

Exercise 5 – Uploading leads

The most important thing to keep in mind when uploading manually is that the column headers in your file must match the name of the Master Data Fields exactly. In Exercise 1 we used a lead file to generate the Campaign Template so, in this case, we can be surer that they are identical. 

Step 1 – Preparing the Upload

This time we are going to use the Global Search Bar to quickly access what we’re looking for: 
In your browser, Type the first letters in the name of your Campaign in the Global Search Bar. When your Campaign appears in the search hits, put your mouse pointer on it and click “Upload leads”. 

Figure 27 Global search bar short cuts
This will bring you to the page “Upload Lead Pool” with all the required data already filled in. Note that the lead pool name is “[Campaign name] [Today’s date]”. Of course, you can change this to something more relevant. If you are in doubt about what the items on this page means, just put your mouse over the question marks and a ToolTip will provide an explanation. 

Figure 28 Settings for uploading a lead pool
Your turn: Enter and edit all relevant data on your lead pool. Open the advanced settings and familiarize yourself with the settings here. 

Step 2 – Uploading from a file

All settings for the lead pool are set and you should now click the button “Select file” (browser language apply to this button). Find and select the same file we used to create the Campaign template. When you have selected the file, check that the correct file name is in the text box beside the button “Select file”. 
Now scroll to the bottom of the page and click “Upload”. 

Figure 29 Upload the file
Your turn: Find, select and upload the file 
When you’ve clicked “Upload”, you will be brought to the page “Lead Pools” where your lead pool will now be placed. All leads have not yet been uploaded so the column “Leads ready to dial will not be showing the accurate number yet.  

Figure 30 Your lead pool is being uploaded
Press F5 on your keyboard a couple of times to see that the amount of leads in increasing. When it has stopped increasing you can click on “Info” to get all the details of the lead pools. In this info you will also get information about leads that could not be uploaded and an explanation for the reason of the failed upload.

Figure 31 Upload log reports problems encountered during upload
Now, head over to the Campaign Overview and click your Campaign. On the right side of the page you will see all details about your Campaign. Click the different panes and familiarize yourself with the contents here. This will be a constant source of Campaign details for you in your role as Administrator of Hero Outbound. 
As a final task before your Agents can use this Campaign, click the tab “Rights” and assign permissions for your agents to this Campaign. 

Figure 32 Assign permission for you agents to work in this Campaign
Congratulations! You have now completed the first 5 exercises and on behalf of the crew here at HeroBase, I would like to welcome you as “Administrator of Hero Outbound”. There are tons of settings, tweaks and optimisations to be learned but that is just icing on the cake. Your agents can now start to work on the first Campaign and that is the most important thing right now. 
In this portal, we will continuously post new exercises, films and help articles so, make it a regular habit to check in every now and then to see if there is something new to learn.

Glossary:

Agent Person working in direct telephone contact with the leads, making successes
Automatic Redial When a call is not answered due to busy signal or timeout, for example, it is placed back in the call flow as an “Automatic redial”. The lead will have this status until you either get in contact with the lead or the setting for “Max contact attempts” closes the lead.
Basket Dialer The agents will get a “basket” with a configurable number of leads. When all leads in the basket has been called, the agent need to go to the administrator and “fill up” the basket. This is a perfect way to start new employees up as it provides a good opportunity for the team leader to listen to the calls and coach the agent based on the outcome of the previous basket.
Blank call A call placed by the Predictive Dialer. The call was answered by the lead but there was no agent vacant to bridge the call to. The lead will experience that it is completely quiet in the other end.
Caller ID This is the number that lead will see in the phone when you call them. This is also called “A-number” by a technical term.
Campaign A collective term including lead data settings, result data, dialing options, reports and other settings that are applied to one particular offer to the uploaded leads.
Common redials A lead that has been set to a time when it should be called again. When it is “Common”, the lead can get connected to any online agent
Dial through If a lead is uploaded with more than one phone number, it makes sense to use the feature “Dial through”. This means that the dialer will start by calling phone number 1. If this call is not answered, the dialer will call phone number 2 and so on until there are no more phone numbers on that lead (which will trigger an “Automatic redial”)
Dialer Technically this is a telephony server centrally placed in the HeroBase IT architecture. From a Campaign perspective, it is the “gadget” places calls to Leads and connect them to the Agents.
Feature permissions As an administrator of the system, you can allow or deny access to most of the features in Hero Outbound. The permissions can be added on any level in your organization. 
Lead A person or a company the has been qualified for receiving a call with whatever the Campaign is offering
Lead Pool A list of leads that has been uploaded to the Hero Outbound system. A lead pool always belongs to a Campaign. A lead pool can also be generated by a “Trigger” or through the API
Master Data Fields A collective term for all data that belongs to the lead (Name, address, phone number and so on). Master lead data is either uploaded to a lead pool or entered by the agent during a call.
Picklist A menu item most often used in the results area of the contact page. In essence, this is a dropdown menu populated with the various outcomes you can select for a lead. This item is configured by the administrator of the system.
Power Dialer The dialer calls leads one by one. A new leads is called as soon as an agent is vacant and ready.
Predictive dialer This dialer makes a calculation based on the historic call statistics. It will call more than 1 lead for every agent that is vacant on the phone. The exact number of leads that are dialed are determined by the calculations. It strives to bring the Agents’ time between calls as short as possible but it also strives to minimize the number of “blank calls”
Private redials A lead that has been set to a time when it should be called again. When it is “Private” it will be connected to the agent who set the redial time
Project In Hero, a project is a container for Campaigns. For example: If you have 2 different clients, you would create one project for each client. The Campaigns of Client 1 would live in Project 1 and so on. When Client 1 asks for a report, you’ll draw the report only for Project 1.
Unprocessed lead: A lead that has not yet had a call attempt
User roles As an administrator, you can create and edit User roles. A role is essentially a set of feature permissions that can be assigned to users according to their role in the organisation. It would make good sense to create a role named “Agent” and configure that role so that it fits all agents. Then you can simply add this role to all agents and thereby saving hundreds of clicks in user configuration.
VIP Redials A very special state that you can assign to a lead redial. This means that the lead will always be connected to the user who set the VIP - regardless if that agent is working on a different campaign or indeed the original campaign has been deactivated. Use this type of redial cautiously!

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