Introduction

Our Call Centre functionality allows you to add a secondary manual validation step before data is sent to the customer. When enabled, this means lead data will be immediately processed against the campaign rules like usual, but all valid leads will also need to be manually reviewed before they are delivered. This manual review can be achieved either internally or by a call centre.

When activated on a campaign, you will see two status columns in the leads table.  Current Status is the lead status based on the automated validation against your campaign rules in the processr. Contact Status is the new column to track the secondary human validation: 

• Unconfirmed - All valid leads default as "Unconfirmed" until they are confirmed or rejected.  
• Confirmed - This confirms the valid lead status and tells the platform the lead can be delivered to the endpoint. 
•  Rejected - This will invalidate your lead and it will not be delivered. 

Please note: Once a lead is confirmed, you will not be able to change the status of the lead as it has been delivered to the client.

Prerequisites

This feature is available to Admin, Agency or Call Centre Users. 

• Admin and Agency users can activate this on campaigns and specify the number of call attempts required before a lead is rejected. They will have full visibility into the Contact Status in addition to their standard settings. 
• Call Centre users have a limited view, and will only see Valid Leads that need to be confirmed. 

How to use:

Part 1 - Enabling the Call Centre Functionality (Admin User Only)

Please note: This action can only be enabled by an Admin User.

1. Once logged into the platform, select your campaign

2. Once inside your campaign, select 'Admin' > 'Setup'

3. Navigate to the Delivery tab and enable the toggle beside Call Centre Services

Part 2 - Setting the number of call attempts allowed (Admin User Only)

As an Admin user you are able to set the number of times a lead must be contacted before it is classed as invalid.

1. Within the platform select 'Enterprise' on the left-hand navigation

2. Using the top navigation bar select 'Configuration'

3. Scroll down to the Campaign Settings and identify the 'call centre call count' value. Within here you can set the number of times a lead must be contacted before it is marked as invalid.

4. Scroll to the bottom and select 'save'

Part 3 - Using the Call Centre Functionality (Admin User and Call Centre Operative)

Directly Through the Platform

1. Once logged into the platform, select your campaign

2. Within the leads tab identify the contact status column and select the pen icon next to your lead

3.  Use the drop-down to select which status you would like to update your lead to

       Unconfirmed - This will keep your lead in a 'cautioned' state until you either confirm or reject the lead.

       Confirmed - This will mark the lead as valid and push the lead through to the endpoint

       Rejected - This will invalidate your lead and your lead will not go through to the endpoint. 

4. Add in a note to detail the reason for updating the status and select 'Save'

4. The Status History allows you to easily see all interactions which have been performed on the lead

Contact Status Import (Bulk Update of Contact Statuses)

1. Once logged into the platform, select your campaign and then the 'Leads' tab

2. Select 'Contact Status Import' 

 3. Select the 'here' button to download the template. Populate the template and either drag and drop your file into the dropzone or browse files and select 'save'

This will then update all the specified leads to the new status you have specified.