Campaigns are a useful marketing tool for call centers and businesses looking to reach a large sample group in a way that maximizes the efficiency of available agents. This article will walk you through the setup and available features of a campaign.

Tools for Success

Campaigns offer more when you are making full use of these other CloudTalk features:

  • contact tags

  • call scripts (Dialer tab)

  • surveys (Dialer tab)

  • groups

Adding a New Campaign

When you're ready to add a new campaign, make sure you have an idea of the scope want and customer base you will draw from. With these details in mind, start from the CloudTalk Dashboard and navigate to the Dialer tab. From here, admins or supervisors can add new campaigns or edit existing templates.

Be aware that while agents can participate in, start, and stop active
campaigns, they cannot add new ones or make changes to those existing.

Click the blue button to +Add Campaign:

  • By default, we first see the Basic Settings. Decide whether to use the Power or Predictive Dialer logic for your campaign and toggle this option accordingly.

Setting up a Power Dialer Campaign

  1. Name the campaign. Descriptive names will help agents gather context quickly.

  2. Set the Campaign status: Active or Inactive.

  3. Check the optional box to schedule the campaign. When checked, you can click into the fields for date and time of scheduled start and use the calendar and clock features there.

  4. Select contacts by tags allows you to target the campaign specifically at contacts who have been marked with particular tags. Click into the field to see available choices. For example, we may want to organize a cold calling campaign which bulk calls contacts with a custom tag "cold lead".

    A note on tag logic:  When multiple tags are entered here, contacts
    will be prioritized based on higher numbers of tag matches. Within
    resulting subgroups of equal tag matches, the selection of who is
    called before whom will be random.

  5. Attempts per contact. Enter, increase, or decrease an integer value to represent the amount of tries the dialer will make to reach a contact on the list.

  6. Hours between attempts. Enter, increase, or decrease an integer value to represent a number in hours which the system will wait before trying to reach a given contact again after an unanswered call.

  7. Answer wait time (in seconds). Enter, increase, or decrease an integer value to represent a number in seconds for which the system will wait for the contact to answer a call before registering the attempt as unsuccessful.

  8. Automatically dial next contact after a call ends defaults to off. If your business structure allows it, toggling this on will make the campaign run more quickly and efficiently for agents. Make sure, in this case, that agents are given an adequate time interval for the after-call work.

  9. Calls recording defaults to off. While toggled on, calls will be recorded automatically.

  10. Outbound caller id is the associated number "mask" which contacts will see on their end. This can be chosen from the dropdown list, or else default to the caller ID assigned to the particular agent connected to a given contact during the campaign.

  11. Assign call script requires existing templates, which can be created or edited in the Call scripts subsection under the selected Dialer tab.

  12. Similarly, Assign survey requires existing survey templates, which can be created or edited in the Surveys subsection under the selected Dialer tab.

  13. The last two settings within the Basic Settings tab allow you to assign particular agents or groups to a campaign. For example, agents who are certified to work in particular US states or counties can be marked by appropriate tags or organized into groups by state. This will allow you to organize your campaign such that only properly certified agents are routed calls for a given region.

    Note:  Assigning campaigns is a vital step to ensure the campaign is
    visible in the Predictive and Power dialer tabs.

  14. Under the Advanced Settings tab, you can personalize the buttons for your agent team to choose from at the conclusion of a call. These buttons are designed to reflect the success of the call. For each button, you can create a Title or name, a Type which describes the type of result, a Color, and a Description with more info for agents.

Altered Settings - Predictive Dialer Campaign

Although most options stay the same when toggling to select a Predictive dialer campaign, there are some changes:

  1. Agents utilization requires an integer to represent a percentage for "utilization" of current agents. For example, entering a value of "100" here for a campaign with 4 working agents would tell the dialer to make four simultaneous calls, assuming that every call in a batch has a decent chance of being picked up and every agent may be needed simultaneously. In campaigns where there is a smaller likelihood of calls being picked up, you might enter a higher percentage value here. For a campaign with 4 working agents where a value of "200" is entered, the dialer would make 8 simultaneous calls and put them to queue, with each connected call routed to the first available agent in the order they were answered.

  2. The option to Automatically dial next contact after a call ends does not exist here, as the Predictive Dialer does not dial the next number based on whether a previous call has finished or not. For this reason, Predictive Dialer is a preferred option only in cases where a lower answer rate is expected.

  3. The setting to Assign agents is also removed, again due to the changed dialer logic. Agents are connected in order of availability when a call registers as answered from the customer side.

    Note:  Assigning campaigns is a vital step to ensure the campaign is
    visible in the Predictive and Power dialer tabs.

Troubleshooting Tips

  • Can't find my campaign under Power or Predictive Dialer tabs

    The most common reason for this is a lack of an assignee for the campaign. Whether you are an agent, admin, or supervisor, you will only be able to view a campaign in the Power dialer and Predictive dialer tabs when that campaign has been assigned to you (or a group which you are a part of).

  • I have multiple active campaigns. How do I know which one will start dialing first?

    Assuming all these campaigns are scheduled for the same times, there isn't currently a way to know or choose which concurrent campaign will dial first. Therefore, in order to have more control over the ordering, users are advised to either selectively activate/deactivate campaigns or use the scheduling feature during setup.

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