Call panel was designed to be as free of distractions as possible. Although It may appear minimalistic it delivers all key functionalities on a single screen. Our overall goal is to keep you focused without any odds and ends diverting your attention.
Before you start, check if your headsets and microphone are enabled. Also make sure that you have high-speed internet connection.
Accessing the Call Panel
To log into the Call Panel, navigate to it in the main menu.
When you enter the Call Panel, you will be asked to choose a project in which you are going to handle calls. To do this, click the “Start” button next to the project’s name.
While outbound calling, the system begins to dial numbers right after you choose a project.
When a number is dialed you see all key elements you may need in one place. These are:
Top left corner is a space where all of the given contact’s details are gathered and displayed. Here you can view the number you are currently calling together with information that ongoing call is outbound.
Beneath the number you can find a box with customer personal details. The information you see there is defined by a manager. He or she is the one who imports the file with contacts and decides which columns may be useful during the call.
In the middle of the screen you will see an interactive script. It serves as a helpful prompt during conversations with leads and customers. You may deal with various types of questions - open, single - and multiple choice, yes/no, etc. Moreover, some of them require to enter the answer to proceed.
Having such reminders at hand, you will be able to respond fast and effectively to objections and other challenges as they arise.
For more on creating and assigning scripts to the projects see this article.
Note: when you mark the call with a status, the given contact gets immediately closed and there is no chance to further follow the script.
The toolbar at the bottom of the Panel consists of two buttons:
Schedule next contact
"Schedule next contact" action allows you to manually postpone the next call at a specific date and time. The contact therefore gets automatically rescheduled and will be dialed at the date and time provided by you.
‘Voice mail’ button will come in handy when you hear the voicemail greeting during the call. To end the connection and mark it with the ‘Voicemail’ status, click this button. In that case, contact will not be closed, but the next call attempt will be automatically scheduled at the time defined in the Project Settings.
Additionally, in the right-hand bottom corner of the Panel you see your current local time and three buttons. The first two are used to adjust the volume levels of your microphone and headsets (make sure they are turned up!). The last one is a dial pad. You can use it if call into an IVR and need to press a button to reach a proper department.
Statuses add great insights into a customer database, so the managers know the call outcome without digging into the reports.
For more on marking the call with status see this article.
Notes are used to add necessary information about the contact while on that call.
To add the note:
- click the pencil icon in the statuses tab;
- fill the box with any text;
- click the tick to save the note.
In addition to making outbound calls, you can also answer incoming connections. However, to ensure you can receive calls you need to be logged into the Call Panel. When the call goes straight to you, you receive a visual pop-up notification.
Call rings for 10 seconds before the system redirects it to another available agent. If you miss the call, you will be automatically logged out of the Call Panel.
To accept a call, click on the phone receiver icon.
Before you get connected with a customer, you should choose a project you want to take that call in.
Once connected, you see the full contact history on the left-hand side of the screen. Thanks to this information you will know if the customer has called earlier, what was discussed (thanks to notes made), each call’s duration and some other essential details.
Statuses & Notes
In the middle of the screen you see a list of statuses you can use to mark the call with. Lists will vary according to the statuses predefined in the Project Settings.
For more information on how to mark the incoming call with a status take a look at this article.
You can also add a note to the contact, which will be visible during the next calls with the same customer. To do this, enter the note into the field located below the statuses and click the ‘Save’ button.
Finishing the conversation
To end the call navigate to the timer button at the top of the Panel. Once you hover with the mouse over it, the button will change into the red ‘End call’ icon. By clicking on it, you are finishing the call.
Now you have a dedicated time to check if all answers in the script are correct and add a proper status. The next number will be dialed after the time is over.
Go on a pause
Either you want to end your work for today or simply need a break, click the pause button located in the upper right-hand corner. It won't start immediately, but right after the call is ended and the proper status set.