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Preview Outbound

 

Contents

Preview outbound is an outbound mode that allows agents to view a customer's information and history before making a call in order to communicate more specifically with the customer. The following are the main applicable scenarios for preview outbound calls:

  1. High-value customer maintenance: For important customers or potential major customers, agents need to fully understand the customer background and provide personalized services to enhance customer loyalty and satisfaction.
  2. Complex product or service promotion: when the product or service needs to be explained in detail, the agent can be familiar with customer needs and past interactions in advance, and formulate effective communication strategies.
  3. Customer Problem Resolution and Complaint Handling: When dealing with customer complaints or complex issues, previewing the customer's history helps to quickly locate problems and provide effective solutions.
  4. Appointment and contact at a specific time: For scenarios that need to contact customers at a specific time, the preview function can help agents confirm the appointment and avoid missing important opportunities.
  5. Personalized marketing campaigns: When promoting a new product or service, previewing customer preferences and purchase history can improve the relevance and success of marketing.

 

Administrator

Create a preview outbound task

1. Click Campaigns - Voice - Preview Dialing - Create New:

  • On the Task list page, select Create New .

Fill in the basic information of the task:

  • Task Name: Name the task for easy differentiation.
  • Task Description: Fill in the task purpose and related instructions.
  • Effective Time: set the start and end time of the task, and the task will change to In-progress status within this time period; If the time is not filled, the manual start will change to the "in progress" state.

2. Import Customer Number:

  • Download Template: Click the "Download Template" button to get the contact number form.
  • Fill in Number Information: Enter the customer's phone number and comments in the template.
  • Upload Number: Click the "Upload" button to import the completed template into the system.

3. Task assignment:

  • Task Assignment: By default, each agent is evenly distributed based on the total number of customers to be assigned. It can be adjusted manually.

4. To start a task:

If the effective time is filled in, it will start automatically when the time reaches the start time.

Only when the task status is "In progress", the agent Workbench can make a call to the customer to which it is assigned.

 

Click Details

To view task statistics:

  • Quantity Statistics: View the overall progress of outbound tasks, including the total number of calls, the number of calls, the number of failures, etc.
  • Outcall monitoring chart: Analyze the progress of tasks during certain time periods and identify abnormal peaks or troughs.

 

 

 

 

Agent

Home

After selecting my task, you can make calls to customers in the task in progress.

 

 

 

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Last modified: 2025-06-05