The call panel is designed to be as less distracting as possible. The main goal is to keep an agent focused and thanks to the interactive script guide him through the call. He no longer has to use a piece of paper - the system will show him proper questions at the right time, depending on the answers the client provided.
When agent logs into the panel he can see a list of campaigns he is assigned to. Whenever he is ready he can click „Start campaign” button, which is placed next to the campaign’s name.
After choosing a campaign the system will start running. Firstly it will check if all settings are okay - your headset or speakers, microphone and connection. If no errors are found, numbers will begin to dial.
When a number is dialed an agent can see what number he calls on the upper right corner of the screen along with few details about the customer. What he will be able to see is totally up to you, as a manager. During the import you can define what columns from the file will be visible to the agent.
Beneath those details we have a pencil icon. It allows an agent to leave a note tied with this contact. It’s a great feature, which will allow an agent to remember important information about the customer. Especially when number of calls each agent does is high and remembering every detail is hard.
In the middle of the screen we have an interactive script, which guides an agent through the call and is one of the most essential features we have. Managers can build a script with multiple and different types of question - it can be an open question, a single answer question and a multiple choice question. Thanks to that an agent will be able to ask the right question at the right moment. What question appears next will depend on the answer the client provided. When an agent goes through the whole script he will be able to save a call as a success or set other status.
Below the script we have a yellow bar with 4 different buttons. The first one is "Schedule next contact". It allows to plan the next call at specific date and time. If a customer can’t talk right now, we can ask him specifically when he will be available and when that time comes, the system will automatically dial it. You won’t have to even remember about it! Next one we have a "Voice mail" button. In case we called a number, but the answer machine has pick up, we can click on that button to end the call with that status "Voicemail" It won’t close the record, but it will automatically schedule the next attempt. The third button we have is "Send e-mail" and it allows an agent to send an email to the customer from predefined templates. The email will be sent immediately and will not end the call. The last button is "Other status". If you click on it, it will roll out the list of different statuses, other then success, with which you can close the record. Managers can define what can be on that list and add their own reasons. You can add reasons like Not interested, Price too high, using different solutions etc. Thanks that that you will have great insights into your customer database and reasons why they didn’t buy from you.
When agent wants to end the call he can click on the timer button on the upper part, which will change into phone icon when hovered. After the click a call will be ended and an agent will see a green bar with a timer during which he checks if all answers in the script are correct and sets proper status. After that time or when agent will add a status the next number will be automatically dialed.
Additionally, on the bottom right corner, we have a clock and three buttons. Two are responsible for the volume of your microphone and headset (always make sure it’s high!) and the last one allows you to tone dialing. It is used when an agent will call into an IVR and he needs to press a button to reach a proper department.
If an agent wants to end his work for today or simply needs a break he can click on a little pause button on the upper right corner. The pause won’t start immediately. After clicking, the pause will start once the call will end and proper status will be set. An agent also has a possibility to personalize the look of the call panel and change the background photo for the picture he finds interesting.