Call Centre Settings

You will be able to enter Call Center Settings from here - Click to access 

Navigate to:

1. Campaign IDs & customer communication triggers

2. International lead flow & rechurn duration

3. Call center timings

4. Email IDs

1. Campaign IDs & customer communication triggers

When Call Centre teams are running the campaigns on your project, (inbound or outbound) there are mandatory details to enter in Call Center Settings. 

CC Details: 

• Call Center Campaign id - Campaign ID is associated with your campaigns running i.e Inbound or Outbound.
• Not Contacted Call Center Campaign id - The call center campaigns id for the leads on which calls were not able to connect.
  • Example: The call couldn't be connected from CC Agents due to the customer number being switched off, or not in the network area. Hence, the CC agents will be working on this and retry again.
• Agent-wise Call Center Campaign id - This campaign Id is specific to a set of few agents who will service leads on the project in the call center team.
  • Example: If there's a team of 3 agents for inbound or outbound call, the call center can run an individual campaign and assigns the call center id for the selected agents.
• Customer Communication Triggers from Call Centre: There are customer communication triggers via SMS and Emails which are sent across various scenarios. You can find a list of those here.
  • You will be able to select the following communication triggers:
    • Send Call Center Mails - Check this if you want to send Call Center emails.
    • Send Call Center Sms - Check this if you want to send Call Center Sms. 
    • Send Call Center Sms, and Mail Automatically - Checking this will ensure that Call Center Sms and emails will be triggered automatically.

2. International Lead Flow & Lead Rechurn

• International lead flow in Call Centre - Check this option if you want to transfer international leads to the Call center.
  

• Duration to rechurning of leads from Call Centre: After marking the leads as failed or Junk by the sales team, they will be transferred to the call center.
  
  • Example: If you want to transfer the leads after x number of days, enter the value. By entering 10 here will make sure the leads will be transferred after 1o day.

3. Call Center Timings

- Call Center Working Starting Hour: Enter the Call Center starting hour.

- Call Center Working Closing Hour: Enter the Call Center closing hour.

- Not Contacted Queue Starting Hour: The user will define from what hour should CC start contacting leads who they have not contacted at all.

- Hour Gap Between Not Contacted Calls: Number of hour gaps between 2 not contacted queue campaigns.

- Not Contacted Followup Schedule: Static or Dynamic.

• NC Follow-Up Static: It will be the total number of hour gaps between 2 not contacted queue campaigns.
• NC Follow-Up Dynamic: In this, the total number of hour gaps between 2nd, 3rd, 4th, 5th, & 5th+ NC queue campaigns can be customized. Refer to the below screenshot for reference. 
  
  

4. Email IDs 

Enter the email address of the user to whom you want to send out the lead reports.

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