Outbound Calling System Operations
Complete call initiation workflow established for customer contact management using integrated dialing platform
Green Start Next Dial button serves as primary initiation method with immediate call placement (00:08)
Multiple phone number selection available through dropdown arrow functionality when customer profiles contain various contact numbers
Phone ribbon interface appears in top-right location providing comprehensive call management dashboard
Call management tools include full suite of communication options: mute, hold, dial pad access, voicemail capabilities, and call termination
Transfer functionality supports both internal BDC routing and external store department connections for seamless customer service handoffs
Call Documentation and Workflow Management
Mandatory disposition system requires outcome documentation for every completed customer interaction
Disposition selection process involves choosing outcome category that accurately reflects call results with supporting notes (01:48)
Save and Stop option provides breathing room for agents to review customer history, analyze past call notes, and prepare for next interaction
Save and Dial Next functionality enables efficient call progression by automatically loading next customer and initiating immediate dialing sequence
Efficiency optimization achieved through Save and Dial Next for high-volume calling, while Save and Stop supports thorough customer preparation and personalized service approach
Customer information review capabilities integrated into workflow allowing agents to examine historical data and previous interaction records before call initiation
Transcript:
00:08
Speaker 1
To initiate an outbound call, select the green Start Next Dial button. If the customer has more than one phone number on their profile, you can choose the drop down arrow next to the Start Next Dial to choose from another number on their profile. Once you've initiated this call to the customer, a phone ribbon will appear in the top right. This will give you various options that you can utilize during your conversation with the customer. You'll have the option to place yourself on mute, place the customer on hold, use a dial pad, use a pre recorded voicemail or instant voicemail, end the call or complete a transfer. The transfer could be to someone else using Volley within your BDC or someone externally at your store such as another department. At the completion of the call, either you or the customer can hang up.
01:18
Speaker 1
All phone calls require a disposition of or an outcome of the call. You'll move over to submit disposition and choose the disposition that best fits the outcome of the call as well as any notes you'd like to make. You then have two options. You can choose Save and Stop or Save and Dial Next. Save and Stop will bring up the next customer on your screen and give you a little breathing room so you can choose when to initiate the dial. This will allow you to check any history, review past call notes, etc. The save and Dial Next button will bring up the next customer on the list and immediately start dialing them.
01:58
Speaker 1
Save and Dial Next will help you get through calls more efficiently, but if you want a bit of time to review the customer's information before initiating the call, you can choose Save and Stop and then it will bring your next customer to contact.