Using Telemarketing

A Telemarketing campaign allows multiple people to make calls at the same time using the same list. Each person making calls from the campaign must be logged into the CRM.

  1. Select the "Telemarketing" application from the the application picker in the top right corner.
  2. Choose the campaign for which you want to make calls from the picklist. 
  3. The program will display a member of the campaign to call.
  4. When the call is completed, update the Status and enter your comments in the Notes area.
  5. Click Save. 

Notes:  

  1. Each time you click save it will refresh the screen and display the next call in the queue. 

Caller Timeout Setting

When a member of a campaign is displayed, it is assigned to that caller and will be locked. The amount of time the member is locked is a configurable setting.  Until this time expires, this member will not be assigned to another caller. To configure this setting:

  1. Navigate to the "Edit Campaign" screen.
  2. Change the Caller Timeout value.

The caller timeout picklist is used so that two callers will never look at the same student simultaneously.  Setting a caller timeout period, which includes options for Nightly, Never, and ranges from 1 hour to 24 hours, determines how long a student is assigned to a caller before being released into the queue.

Note: if you do not set a timeout period, the picklist will say none, but the timer automatically defaults to 1 hour.

Campaign Status Settings

Statuses are created in the Campaign Status field. 

  1. Navigate to [Your Name] > Setup > Customize > Campaign Members > Fields.
  2. Locate the Status field to view or edit values.

For each Campaign, you can set which statuses will count as 'Responded': 

  1. Within Telemarketing, select a Campaign from the list and click Go To Campaign.
  2. Click the Advanced Setup button.
  3. Under "Member Status Values," you can see which values are marked as Responded.
  4. Click Edit to make changes.
  5. Click Save when done.

This lets you change the status options. Add the status options None, No Answer, Had Conversation, Left Message, and Never Answered. Set the default to None. Had conversation, Left Message, and Never Answered, then must be set to respond as shown below. This step must be done for each new campaign.
 

Note: Only the predefined status values above can be used in telemarketing campaigns. Custom campaign member status values are not accessible when setting the disposition of a call. 

Logic for the Telemarketing App

The Callbacks setting, which is a field on the Campaign Record, is used to determine how many additional times to call a prospect after an initial status of "No answer". It defaults to "Never callback" and can be configured to callback from 1 to 10 times before the status is set to "Never answered".  

If this application is recently installed, the Callbacks and CallerTimeout fields may need to be added to the Campaign Record page layout (for instructions, see Customizing Page Layouts).

Note: The Telemarketing application will only create and track activity history for records relating to Student records, so while you can create a lead-based campaign, the activity history will not include them.