Contact Strategy
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Contact Strategy
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A Contact Strategy is a calculated approach to building relationships with customers for effective Campaign Management. By using a well-defined contact strategy, organizations can optimize their outreach efforts, tailor communication to meet customer needs, and ultimately achieve better engagement and results in their marketing campaigns.
The following Contact Strategies for the Campaign are available:
Simple: A simple strategy is easily configurable and involves a straightforward approach without setting mode-level retry limits or outcome-based configurations. If the first mode of contact is unsuccessful, the system automatically proceeds to the next available mode. This process runs in a cycle, which can be limited in the campaign module to repeat a specified number of times. This strategy is suitable for campaigns that do not require advanced contact handling methodologies.
Advance: An Advance Contact Strategy offers greater flexibility and customization. It allows for setting mode-level retry limits and retrying based on specific telephone outcomes. This approach allows to handle the contact attempts, ensuring that every contact is approached in the most effective manner possible. This strategy maximizes the application's capabilities to dial every uploaded contact effectively.
Simple Contact Strategy
By default, the Simple Contact Strategy option is selected for a campaign.
Select an appropriate Contact Strategy for this campaign from the dropdown list.
Note:
If you do not have a contact strategy that applies to this contact, click Create Contact Strategy to create a new strategy. See Contact Strategy Creation for details.
Use the slider or enter the required value in the number panel for Global Retry. This option allows to provide the maximum number of retries to dial out each contact in the campaign.
Use the slider or enter the required value in the number panel for Daily Retry. This option allows to provide the maximum number of retries to dial out each contact in the campaign.
Use the slider or enter the required value in the number panel for Cycle Retry. This is the number of cycles that the contact strategy operates before closing the contact.
Select a Cycle Retry Interval. This is the interval between one cycle of retries and the next. Enter the required values in its respective boxes under Day, Hrs and Min.
Callback Strategy
Callback Strategy is used to reschedule callback contacts.
For example, when the dialer attempts to reach a customer at a requested time and the attempt fails, the system applies the Callback strategy rule.
Callback Types
There are two types of Callbacks:
Personal Callback (PCB) is when a callback is routed to the same agent who handled the original call.
Normal Callback (NCB) is when a callback is routed to any available agent.
Perform the following steps:
Select an appropriate Callback Strategy for this campaign from the dropdown list.
Note:
If you do not have a Callback Strategy that applies to this contact, click Create Callback Strategy to create a new strategy. Refer to Create Callback Strategy for details.
Reset Daily and Global Retries. Turn the switch ON if all you want the Global and Daily Retry counts to be reset to zero on moving a contact to Callback.
Set the Callback Retry. Use the slider or enter the value in the number panel. This option allows you to provide the maximum number of retries to callback each contact in the campaign.
Select the PCB to NCB reset button, if required.
Note:
A contact marked as Personal Callback contact can be converted to a regular callback contact under certain circumstances like repeated failure to reach the specified agent. To avoid not reaching the contact at all, this is converted to regular callback to reach any other available agent.
Available options for Retries Type are given below:
Retries: To configure the number of attempts after which a Personal Callback becomes a Normal Callback.
Duration: The duration in Days, Hours, and Minutes after which a Personal Callback becomes a Normal Callback if the dialed call does not reach the assigned agent due to some reason.
Use the number panel to set the number Attempts to reach Agent. The application makes number of attempts to reach an agent before converting a Personal callback to a Normal callback.
Click Next to complete the screen and go to the Other Options wizard.
Advance Strategy
If you select an Advance Contact Strategy option for the campaign, follow these steps.
Select an appropriate Contact Strategy for this campaign from the dropdown list.
Note:
If you do not have a Callback Strategy that applies to this contact, click Create Callback Strategy to create a new strategy. Refer to Create Callback Strategy for details.
Set the Global Retry. Use the slider or enter the required value in the number panel. This option enables you to provide the maximum number of retries to dial out each contact in the campaign.
Set the Daily Retry. Use the slider or enter the required value in the number panel. This option enables you to provide the maximum number of retries to dial out each contact in the campaign.
Set the Close Daily Retries. Turn the switch ON to close the contact once the daily retry limit is reached.
Set the Transition Window. Turn the switch ON to apply this feature to the campaign. Transition Window offers the ability to limit the number of attempts for each mode across a defined duration threshold.
Set the Transition Duration Days. Use the slider or enter the required value in the number panel to keep count of the attempts.
Set the Transition Attempts. Use the slider or enter the required value in the number panel to select the transition attempts.
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