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In ''Preview'' mode, the system will send calling records from the campaign list to agents’ desktops, giving the agents an opportunity to review customer information before making an outbound call. In this mode, calling records are distributed to you when you are in the ''Ready'' state. After accepting and reviewing the calling record, you will be able to dial its number(s) manually. | In ''Preview'' mode, the system will send calling records from the campaign list to agents’ desktops, giving the agents an opportunity to review customer information before making an outbound call. In this mode, calling records are distributed to you when you are in the ''Ready'' state. After accepting and reviewing the calling record, you will be able to dial its number(s) manually. | ||
| − | + | 詳しい情報は、 [[agent-guide/HowtoReviewaCallingRecord|電話記録の確認]]をご覧ください。 | |
== Call Handling == | == Call Handling == | ||
Revision as of 22:11, 25 June 2020
Outbound Campaigns Overview
As an agent, you may be assigned to participate in outbound campaigns, where many customers are usually called for the same specific reason based on preconfigured calling lists. Depending on your contact center practices, such campaigns may operate in either predictive, progressive or preview mode.
プレディクティブとプログレッシブモード
プレディクティブとプログレッシブモードでは、システムは電話リストに含まれている電話番号を自動的にダイヤルし、コールの進行状況をモニタリングします。お客様が応答したコールは、キャンペーンを実行するエージェントに転送されます。従って、これらのモードでは、 受付可能 な状態にあるエージェントにコールが転送されたら、着信音が鳴り、インバウンドサービスコールと同様に着信のポップアップウィンドウがデスクトップ上で表示されます。 このポップアップウィンドウには、キャンペーン名・お客様名・電話番号が含まれています。
着信の通知及び応答方法に関する詳しい情報は 電話を取る方法をご覧ください。貴社のコンタクトセンターの慣行によりますが、エージェントのデスクトップに転送されるプレディクティブキャンペーンコールは自動的に応答される場合があります。
Preview Mode
In Preview mode, the system will send calling records from the campaign list to agents’ desktops, giving the agents an opportunity to review customer information before making an outbound call. In this mode, calling records are distributed to you when you are in the Ready state. After accepting and reviewing the calling record, you will be able to dial its number(s) manually.
詳しい情報は、 電話記録の確認をご覧ください。
Call Handling
After a campaign call between you and the customer is established, further handling of such a call will be no different from processing of regular service calls. Note however, that in the outbound campaigns, selecting the correct disposition for each call as well as each unsuccessful call attempt is a critical, and usually a mandatory, part of call handling. For more information, see section How to Enter Dispositions and Notes.
During a campaign, at least some of the call attempts are likely to be connected to the called party’s answering machines. Depending on the purpose of the campaign, you may be expected to leave a message in this case. Such a message may be prerecorded and played back to the answering machine, automatically allowing you to disconnect and make yourself available for the next campaign call. For more information, see section How to Use Pre-recorded Messages.
Tutorials
Learn more about handling campaign calls in this guide's Tutorials section.