Understanding Call Results

Call results within Batch Dialer are an essential component managed solely by administrators. Before diving in, it’s crucial to note that agents won’t have access to this section, highlighting the significance of administrators and aligning everyone’s understanding. Administrators access the call results section within their phone system menu, where they can customize and manage various call result categories. We’ll explore how call results categorize calls and the importance of administrators defining rules for each disposition.

Within the call results section, administrators can tailor dispositions to suit specific scenarios, such as successful sales or wrong numbers. Each disposition can be customized with rules dictating actions like marking as a lead, scheduling callbacks, or applying do-not-redial settings. These rules ensure efficient call management and prevent agents from inadvertently contacting the same individuals repeatedly. It’s essential for agents to communicate with administrators about preferred call result categorizations and any necessary adjustments.

Call results also play an important role in campaign organization and reporting. On campaign pages, agents can track various metrics like deals, answered calls, voicemails, and DNC listings—all driven by the call results assigned during calls. Understanding how call results shape campaign data provides agents with valuable insights into their calling activities and outcomes.

By the end of this module, agents will grasp the role of call results, their impact on campaign organization, and how to utilize them effectively within Batch Dialer.

What rule should a call result have when a contact should be pushed to your admins CRM?

Every call result you use after an ended call matters and it’s important they have the proper rules attached to the back of them (only manageable by admins). If your administrator has connected their CRM to BatchDialer (like Podio for example) , the only way to ensure preferred contacts actually show up in their CRM appropriately is to use a call result with a “Mark as Lead” rule applied. Without this, the call result will be nothing more than a colorful button. 

If I talk to a contact, then use a call result that has no rules applied, will the contact be called again in the campaign?

Let’s say that you called a contact name “John” and had a conversation with him for several minutes. At the end of the call, your call results will pop up before you so you can categorize how the conversation went. If you use a call result that does not have a specific rule applied that tells the system to “do not redial” or “do not call”, then yes, the contact will be called again. Checking with your administrator before dialing on what each call result does will help ensure you categorize each call appropriately. 

Which of these rules does a “Not Interested” call result need to have applied to ensure they are not called again in the campaign? 

To avoid calling someone again in your campaign by accident, use call results that have a “do not redial” or “do not call” rule. If someone tells you they aren’t interested, you will most likely not want to call them back. Check with your administrators on if they would like to follow up with contacts that aren’t interested at this time and always have clear communication about which call result they’d like you to use to best categorize your calls.