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Call center (settings)

Application "Call сenter" allows you to create scripts for incoming and outbound calls processing and assign call lists to be processed according to sales scripts.

Install the application from Main menu — Applications — Telephony:

 

#1 Call processing scripts

Each call results in creating a new activity and a contact linked to it.

Any script should be linked to the relevant type of activity. Create an activity with fields that the operator can fill out while talking to contact:

Sign in as CRM administrator and create the call script:


    1 — script title;
    2 — type of call;
    3 — relevant type of activity; 
    4 — relevant type of deal; 
    5 — phone number: it is sometimes necessary to save the dialed number when giving a script call (this option is particularly useful, when there are several phone numbers specified in contact profile) — for this, select the relevant option in this field;
    6 — visibility settings;
    7 — tabs triggering the corresponding fields in CRM element profile;
    8 — list of fields to be added to the text of the script;
    9 — pinning a module in the beginning of the script;
    10 — script text window.

Pinning a module keeps its content always available in the beginning of the script, regardless of how far it may unfold:

Scripts are best structurized as chain modules, each one associated to a certain reply. This ensures the operator can switch swiftly from one script branch to another:

Create a module describing a certain conversation branch with tags for the operator to quickly find the answers to all possible questions a contact might ask. Add a module (1) and response selection options to it (2), then select the relevant number from the list of the conversations you created (3):

Link the module to activity/deal/contact/user profile fields by adding tags. The operator can gradually fill out these fields during the call, as he follows the call script:

 

#2 Call lists

You can assign call lists to be processed by one or several users according to certain scripts. Run the "Call center" application and go to "Tasks":

The list of tasks will open. Add a new task:

1 — task title;
2 — task description;
3 — the call script to be used in the task;
4 — task executives;
5 — contacts (call list):

Add groups of contacts.

Types of contact groups:

6 — Unassociated: a list of phone numbers or contact profile details (please note: the phone numbers are copied from contact profiles while creating this group).
7 — Contacts: a list of contacts, where all the phone numbers specified in contact profile are used (please note: the phone numbers are copied from contact profiles while making a call).
8 — Contacts filter: filters applied to all contacts (please note: the phone numbers are copied from contact profiles while making a call, with the filters applied).



You must also see:

  • Telephony

  • Adjusting profile fields

  • Telephony: initial settings

  • Call center (operator instructions)


  • You may also be interested in: Call center (operator instructions)

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