Widget Settings

Skip Trace Widget

What is Skip Trace?

Skip tracing in contact centers refers to the process of locating individuals who are difficult to reach due to outdated or unavailable contact information, such as phone numbers, addresses, or email addresses. This technique is primarily used in industries like debt collection, fraud prevention, legal services, and financial services, where reaching specific individuals is critical for business operations. To facilitate this process, agents use a Skip Trace widget, which offers a range of functionalities designed to assist with manual call operations and streamline the search for updated contact details.

The Skip Trace Widget settings allow you to configure certain settings that can allow the Agent to dial out the customer on the new contact details without violating any statutory regulations.

Complete the following settings as detailed:

1. Number of Contacts to Fetch - Type the number of contacts you want to fetch at a time for this widget. The application fetches the configured number of contacts from those uploaded to a Campaign (on the Acqueon Campaigns application).

2. Enable Compliance Check - Select this checkbox to run a compliance check on the contact and determine if the contact is not blocked from dialing (like DNC, NDNC, and more.). The contact is presented to the agent for dialing only after this check determines safe dialing.

3. Enable Adding A New Mode – Select this checkbox to allow the agent to add a new mode if that contact does not belong to the configured modes. For example, a customer may have a home number in addition to the mobile number, but only the mobile number is listed as a mode. In such a scenario, the agent can add Home Phone as a new mode and use that for dialing, subject to other conditions being fulfilled.

4. Enable Entering a manual number and dialing - Select this checkbox if the agent finds another contact number of a customer, and if you want to allow the agent to type the number manually and dial it out. The application runs the required checks and allows the agent to dial out the number manually.

5. Show only the current mode - To show only the current mode of the contact to the agent, select this checkbox.

6. Click Save.