StringeeX
StringeeXContact UsIntegration
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  • I. Introduction
    • 1. Register a new account
    • 2. Log in - Log out
    • 3. Change user information
    • 4. Making outbound calls
    • 5. Receive inbound calls
    • 6. Actions in the call
    • 7. Account Status
  • II. System Features
    • 1. Dashboard
      • 1.1. Inbound calls
      • 1.2. Outbound calls
      • 1.3. Chats
      • 1.4. Tickets
      • 1.5. Campaign
    • 2. Company
      • 2.1. Company management
      • 2.2. Company details
      • 2.3. Create a company filter
    • 3. Contact
      • 3.1. Contact management
      • 3.2. Contact details
      • 3.3. Create contact filter
    • 4. Ticket
      • 4.1. Ticket management
      • 4.2. Ticket details
      • 4.3. Advanced filter for tickets
    • 5. Advanced filter
    • 6. Reports
      • 6.1 Statistical reports
        • 6.1.1 Call
          • Call reports
          • Call history reports
          • Report on call center performance by time
          • ACD(Automatic Call Distributor) performace
          • History of call distribution to agent
        • 6.1.2 Chat
          • Chat statistics
          • Chat history
          • Agent's chat performance
        • 6.1.3 Agent
          • Agent activity report
          • Agent performance
          • Agent status change history
          • Agent status report
          • Report agent by ticket fields
        • 6.1.4 Ticket
          • Ticket report
          • Deleted ticket report
          • Report of ticket by drop-down field
        • 6.1.5 SMS
          • SMS report
          • SMS history report
        • 6.1.6 SLA
        • 6.1.7 Outbound call campaign
          • Customer report
          • Call report
        • 6.1.8 Email campaign
          • Email campaign report
          • Survey summary report
        • 6.1.9 eKYC
      • 6.2 Real-time monitoring
        • 6.2.1 Call monitoring
        • 6.2.2 Chat monitoring
        • 6.2.3 Agent monitoring
        • 6.2.4 Queue monitoring
    • 7. Chat
      • 7.1. Chat details
      • 7.2. Chat notes
    • 8. Knowledge base
    • 9. Settings
      • 9.1 Service management (Customer service)
        • 9.1.1 Details
        • 9.1.2 Role & Permission
        • 9.1.3 Personnel list
        • 9.1.4 Configure receiving channels
          • Channels
            • Queue
            • IVR Tree
            • Hotline numbers
            • Routing
            • Greeting message file
            • Blacklist numbers
            • Call settings
            • SIP account
          • Internet calls
          • Email
          • Live chat
          • General configuration
          • Facebook
          • Zalo
        • 9.1.5 Ticket configuration
          • Ticket field configuration
          • Marco
      • 9.2 HR & Team management
        • 9.2.1 Personnel
          • Agent list management
          • Set up personnel information
        • 9.2.2 Group
          • Group list management
          • Create a group
      • 9.3 Field configuration
        • 9.3.1 Contact field
        • 9.3.2 Company field
        • 9.3.3 Contact data entry field
        • 9.3.4 Ticket field
      • 9.4 Trigger configuration
        • 9.4.1 Trigger introduction
        • 9.4.2 Trigger list management
        • 9.4.3 Create a new trigger
      • 9.5 SLA & Automation Configuration
        • 9.5.1 Definition of SLA - Automation
        • 9.5.2 List Management
        • 9.5.3 Create new SLA/ Automation
      • 9.6 Other configurations
        • 9.6.1 Custom status
        • 9.6.2 IPs Configuration
        • 9.6.3. Display permission
        • 9.6.4 Portal configuration
          • Time zone & Language
          • Login Method
        • 9.6.5 Working time
      • 9.7 Campaign management
        • 9.7.1 Outbound call campaign
          • Types of campaigns
          • Setup a campaign
          • Steps to participate in a campaign
          • Campaigns
          • Customers
          • Agents
          • Survey template
          • Survey answers
          • Customer warehouse
        • 9.7.2 SMS Campaign
          • Campaigns
          • Customers
          • Campaign history
        • 9.7.3 Email campaign
          • Campaigns
          • Customers
          • Survey template
          • Email template
          • Sendgrid account list
          • Survey answers
          • Do-not-send email list
      • 9.8 Integration
      • 9.9 Knowledge base
      • 9.10 Payment
        • 9.10.1 Topup
        • 9.10.2 Plans
        • 9.10.3 Payment history
      • 9.11 Stringee connection
  • III. Mobile app
    • IOS APP
      • 1. Log in
      • 2. Ticket
      • 3. Contact
      • 4. Make a call
      • 5. Call history
      • 6. Setting
      • 7. Set up call notifications on the phone app
    • Android APP
      • 1. Log in
      • 2. Ticket
      • 3. Contact
      • 4. Make a call
      • 5. Call history
      • 6. Settings
      • 7. Set up call notifications on the phone app
  • IV. Frequently asked questions
    • 1. Forget a password
    • 2. Change a language
    • 3. Permissions for devices (headset/microphone)
    • 4. Setting the method of call distribution for agents
    • 5. Convert contacts from one account to another completely
    • 6. Note when uploading contacts via excel file
    • 7. Delete contacts in bulk
    • 8. Merge duplicate contacts
    • 9. Check a current balance of a portal
    • 10. Manage app notifications
    • 11. Clear browser cache
    • 12. Configure IP Phone connection with Stringee contact center
    • 13. Common errors when making calls
    • 14. Log in and report Captcha Invalid error
    • 15. How to create multiple business hours
    • 16. File formats supported on StringeeX
    • 17. Instructions for getting call code (call ID)
    • 18. Using Google and Microsoft Accounts for Registration, Login, and Account Linking
    • 19. Two-factor authentication
    • 20. Incoming calls have popup but no ringtone
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On this page
  • Benefits of using auto-dialing campaigns
  • Comparison of campaign types
  • Steps to connect the agent and the customer during a campaign
  1. II. System Features
  2. 9. Settings
  3. 9.7 Campaign management
  4. 9.7.1 Outbound call campaign

Types of campaigns

The Auto Dialer system allows businesses to create automated calling campaigns to customers in large data sets, suitable for continuous high-frequency calling needs.

Previous9.7.1 Outbound call campaignNextSetup a campaign

Last updated 7 months ago

Benefits of using auto-dialing campaigns

Comparison of campaign types

Campaign types
Concept
Use case

Agent manually dials the customer

Businesses want agents to proactively receive customers and have ample time to review customer information.

Agent has time to preview customer information before the system routes the call.

Businesses want to optimize the time agents spend reviewing customer information and control the number of calls.

Agent receives continuous calls when ready to participate in the campaign.

Businesses want to increase campaign capacity while ensuring that agents are always available to engage with customers.

The system automatically dials multiple customers at the same time, and the call is routed to the agent only when a customer answers.

Businesses want to maximize campaign capacity (accepting cases where customers may not be reached).

The system runs campaigns according to pre-configured scripts.

Businesses want to run advertising campaigns, customer care campaigns, or post-sale support campaigns.

The system automatically calls back customers who dialed into the call center and missed the call (customers who pressed the key to request a callback).

Businesses want to optimize customer care and seek potential leads.

Steps to connect the agent and the customer during a campaign

Campaign types
Connection Steps

Manual

  • Step 1: The agent clicks to receive the customer and views the customer's information.

  • Step 2: The agent proactively clicks to make the call and notes down the information.

  • Step 3: The agent ends the call and completes the information notes.

  • Step 4: The agent repeats Step 1 to receive and call the next customer.

Preview

  • Step 1: The system displays the new customer's information.

  • Step 2: When the reading time expires, the system routes the call to the agent.

  • Step 3: The agent presses to answer, and the system initiates the outbound call to the customer.

  • Step 4: After the call ends, the system repeats Step 1 with a new customer.

Progressive

  • Step 1: The system calls the agent (without displaying the customer’s information).

  • Step 2: The agent presses to answer, and the system makes the outbound call to the customer and connects the call.

  • Step 3: After the call ends, the system repeats Step 1.

Predictive

  • Step 1: The system calls multiple customers at the same time.

  • Step 2: When a customer answers, the call is routed to the agent, who presses to answer and communicates with the customer.

  • Note:

    • When there is no available agent to take the call after the customer has answered, the customer will hear hold music.

    • The system allows for the configuration of a missed call ratio, with the purpose of calculating the number of simultaneous calls and minimizing the number of customers who answer but are not picked up by an agent (when agents are busy with other calls during peak times).

Auto Call

Depending on the purpose, businesses configure the process according to operational scenarios. Common connection steps for typical operations are as follows:

  • Automated notifications (billing, payment deadlines): The system simultaneously calls multiple customers to deliver notifications based on the scenario.

  • Automated surveys (rating, feedback collection): The system simultaneously calls multiple customers, plays a notification, and records survey key inputs.

  • Product introduction: The system simultaneously calls multiple customers, plays a notification, records key inputs, and routes the calls to the queue/agent based on the scenario.

Auto Call Back

  • Step 1: When there is a customer in the Auto Call Back campaign and an available agent, the system calls the agent first.

  • Step 2: The agent answers the call, the system pops up the callback form for the specific customer, and the system then makes the outbound call to that customer.

  • Note:

    • Whenever there is a customer in the callback campaign, the system will execute the callback.

    • Callback calls are prioritized higher than regular calls.

    • Customers added to the campaign earlier will be called first.

Save time, improve call center efficiency

Easily create scripts and optimize customer segmentation

Easily track campaign results

Easily allocate customer lists to staff proactively

Staff can easily operate, saving time on data entry

Can proactively set up automatic callback operations

Manual
Preview
Progressive
Predictive
Auto Call
Auto Call Back