This guide will show you how to start dialing in using "predictive" mode when you have the multi line dialer.
If you have the single line dialer, click HERE
This guide applies to BOTH agents and administrators (anyone who will making the calls in the account).
If you're an administrator, don't miss out on setting up other important features BEFORE you or your agents begin dialing. Click HERE to learn more. You must already have a contact list upload and connected to an already created campaign.
Before you start, make sure you've given BatchDialer microphone access by simply clicking on the lock icon on the left of the web address and set the microphone dropdown to allow (shown in image below).
At this point, you should have already created the campaign you're planning on dialing. Start by opening your time card or status at the top of your screen (shown in the image below).
Being on the Dashboard, as soon as you select the Available status or the Blue phone icon, the softphone will appear showing the Campaigns tab with all the campaigns listed for the agent to select and dial.
You will be able to see each campaign dialing behavior icon at the start of the campaign name as shown and highlighted in the below screenshot. You will need to click on the Join button for the Predictive dialing campaign.
After you have clicked on the Join button agianst predictive campaign, the softphone screen will change to dialpad and the status of the phone will also change to Available.
The campaign will start dialing as showing in the below screenshot. This campaign is set to dial 3 lines simultanously.
While you are dialing you can click on the small arrow icon aginst the simultanous lines dialing to see the leads details, that are being dialed.
As soon as someone answers, their contact card will pop up and you can read off of your script (if provided by the admin) as well as:
- review the leads info
- review property details
- review activities
- view the campaigns the contacts has been dialed on
- review or leave notes
- fill in lead sheets (if provided by the admin)
You have the option to expand your dial pad, place the call on hold, mute yourself, and transfer the call!
NOTE: If you're an administrator and have set up the campaign setting "call connect type" to "manual answer" (not recommended) Your agents will hear a beep or ringing noise when someone answers and they will have to MANUALLY ANSWER THE CALL - We recommend setting your "call connect type" to Automatic answer.
Once you finish the call and click the "hangup" or red phone button to end the call, you'll see your call results pop up.
These will pop up every time you end a call or any time someone hangs up on you.
Select the result that describes the way the call went, leave a note and a mood, then click done.
(Call results have rules when selected. click here to learn more)
After you click "done", the system will automatically pick up the next group of contacts.
Whenever you are done with dialing and want to stop or switch to another campaign you can simply click on the Leave button to stop that particular campaign and then move to a different one by clicking on the Join button. Also, you will notice that as soon as you click on the Leave button, the status of the dialer will also change to Prepwork.