Set up a campaign
Thao tác các bước để cài đặt từng loại chiến dịch
Manual campaign
Step 1: Admin selects menu Settings => Campaign Management => Outbound campaign
Step 2: In the Outbound campaign management interface, the admin selects Create campaign
Step 3: In the Create campaign interface (see picture), the admin performs the campaign settings, in which:
Campaign name: the campaign name set by admin
Description: the specific description of the campaign
Start time: the campaign start time. The necessary condition for the agent to execute the campaign is that the admin has clicked Start the campaign and this start time has been reached.
End time: the campaign end time. The campaign will stop running when it reaches this time, even if the campaign's customer list is not called.
Call type: Manual
Hotline number: the hotline number used to call out during the campaign
Working hours: select the working hours that apply to the campaign, the campaign will not automatically run outside this time frame
Maximum number of calls: the maximum number of calls for 1 customer in the campaign. For example, the maximum number of calls is 3, the system can call the customer 3 times. If the previous 2 times the agent and the customer have not met each other.
Break time between two calls to the same customer (minutes): will be the time between two calls for the same customer if the maximum number of calls is greater than 1. Manual dialing type is not affected by this metric because the agent can proactively call back the customer, if the previous calls have not been met and the maximum number of calls has not been reached.
No-callback period (days): number of days without calling customers marked as no callback
Break time between calls (seconds): the amount of time for the agent to rest and enter information between two calls distributed by the system. With Manual dialing, the agent can proactively receive customers and not be affected by this metric.
Campaign script: choose a script for the campaign. The script includes one or more questions for the agent to enter information during the conversation with the customer. Admin can add new and manage the scripts (If it is blank, the campaign uses the default script).
Calling quota: is the maximum number of customers each agent is allowed to call out in a day. When the agent received the maximum number of customers, the system will not allow to receive more customers than the quota:
Admin can set this callout quota: The quota for each agent is the same. For example, you need to set a limit of 50 customers/day, admin enter the number of customers with a quota of 50.
The quota for each agent: The admin can set the quota for each agent separately. For example, agent A is 50 customers, agent B is 80 customers.
Automatically assign a management account when receiving a customer: In the enabled mode, the corresponding customer will be assigned a management account on the system (in the contact section) which is the agent on that call.
Create a ticket for each call: In the enabled mode, calls from the campaign are recorded as regular outgoing calls. In off mode, calls from campaigns are not generated tickets.
Step 4: Add customers to the campaign. After completing step 3, Admin chooses to continue to switch to the interface of adding customers. In this interface, the admin can optionally add contacts from 1 of 4 options as shown, select "Next" after completion. Here are the contact upload options:
Contact: Select contacts already on Portal. With this option, admin search and click to select contact on search bar
Filter: Select a filter from the list of contact filters created in Advanced Filters.
Import data from excel: Upload an excel file containing contacts according to the template file into the campaign
Step 1: Download the sample file for uploading the contact list to your computer and edit it. Note: the information is needed to be in "text" format and the phone number field (Phone) needs to have a country code. For example 84xxxxxxxxx (the Vietnamese code is +84). The phone number field is required in the Auto Dialer campaign.
Step 2: Upload the file in the “Select file” section and select “Next”
Customer group: add from the previously created customer group in the "Customer warehouse" section at the campaign management interface
Step 5: Admin adds agents through two options: Agent (manually add each agent, can select multiple agents) or Group (add agent group, this group needs to be created and added agent to the previous group)
Step 6: Creation. After checking that the information is correct, the admin selects "Add campaign" to complete the installation and initialize the campaign. If the information needs to be changed, the admin can choose to return to the corresponding interface to edit the information. Once initialized, the campaign defaults to Unapproved status
A successfully-created campaign will have a successful creation message. In the campaign management interface, there will be new campaign information similar to the illustration. To launch the campaign, the admin needs to Approve the campaign. After approval, if the campaign is in the set time to run, admin can select Start to run the campaign immediately. Otherwise during this set time, the campaign will start running when it reaches the set time(regardless of which admin clicked start)
Note: To set the quota for each agent, after creating a campaign, businesses access the menu Settings => Campaign Management => Agent list. In this interface, businesses enter the number of calls per day for each agent in the column "Call-out quota" (unlimited by default if not entered)
Preview campaign
Step 1: Admin selects menu Settings => Campaign Management => Outbound call campaign
Step 2: In the Call out campaign management interface, the admin selects "Add campaign"
Step 3: In the Add campaign interface (see picture), the admin set up a campaign, in which:
Campaign name: campaign name set by admin
Description: specific description of the campaign
Start time: campaign start time. The necessary condition for the agent to execute the campaign is that the admin has clicked Start the campaign and this start time has been reached
End time: campaign end time. The campaign will stop running when it reaches this time, even if the campaign's customer list has not been called yet
Autodialer type: Preview
Hotline number: the hotline number used to call out during the campaign
Working hours: select the working hours that apply to the campaign. The campaign will not automatically run out of this time frame
Maximum number of calls: the maximum number of calls for 1 customer in the campaign. For example, the maximum number of calls is 3. So the system can call the customer 3 times, if the previous 2 times the agent and the customer have not met each other.
Break time between two calls to the same customer (minutes): will be the time between two calls for the same customer if the maximum number of calls is greater than 1. Manual dialing type is not affected by this metric because the agent can proactively call back the customer, if the previous calls have not been met and the maximum number of calls has not been reached.
No-callback period (days): number of days without calling customers marked as no callback
Break time between calls (seconds): the amount of time for the agent to rest and enter information between two calls distributed by the system. With Manual dialing, the agent can proactively receive customers and not be affected by this metric.
Campaign script: choose a script for the campaign. The script includes one or more questions for the agent to enter information during the conversation with the customer. Admin can add new and manage the scripts (If it is blank, the campaign uses the default script).
Waiting time for agent previewing customer information (s): the time to display customer information to help the agent preview and grasp the necessary information. The system will automatically dial after this time expires.
Create a ticket for each call: in the enabled mode, calls from the campaign are recorded as regular outgoing calls. In off mode, calls from campaigns will not generate tickets.
Step 4: Add customers to the campaign. After completing step 3, Admin chooses to continue to switch to the interface of adding customers. In this interface, the admin can optionally add contacts from 1 of 4 options as shown, select "Next" after completion. Here are the contact upload options:
Contacts: Select contacts already on the Portal. With this option, admin search and click to select contact on search bar
Filter: Select a filter from the list of contact filters created in the Advanced Filter.
Import data from excel: Upload an excel file containing contacts according to the template file into the campaign
Step 1: Download the sample file for uploading the contact list to your computer and edit it. Note: the information is needed to be in "text" format and the phone number field (Phone) needs to have a country code. For example 84xxxxxxxxx (the Vietnamese code is +84). The phone number field is required in the Auto Dialer campaign.
Step 2: Upload the file in the “Select file” section and select “Next”
Customer group: add from the previously created customer group in the "Customer warehouse" section at the campaign management interface
Step 5: Admin adds agents through two options: Agent (manually add each agent, can select multiple agents) or Group (add agent group, this group needs to be created and added agent to the previous group)
Step 6: Creation. After checking that the information is correct, the admin selects "Add campaign" to complete the installation and initialize the campaign. If the information needs to be changed, the admin can choose to return to the corresponding interface to edit the information. Once initialized, the campaign defaults to Unapproved status
A successfully-created campaign will have a successful creation message. In the campaign management interface, there will be new campaign information similar to the illustration. To launch the campaign, the admin needs to Approve the campaign. After approval, if the campaign is in the set time to run, admin can select Start to run the campaign immediately. Otherwise during this set time, the campaign will start running when it reaches the set time(regardless of which admin clicked start)
Progressive campaign
Step 1: Admin selects menu Settings => Campaign Management => Outbound call campaign
Step 2: In the Call out campaign management interface, the admin selects "Add campaign"
Step 3: In the Add campaign interface (see picture), the admin set up a campaign, in which:
Campaign name: campaign name set by admin
Description: specific description of the campaign
Start time: campaign start time. The necessary condition for the agent to execute the campaign is that the admin has clicked Start the campaign and this start time has been reached
End time: campaign end time. The campaign will stop running when it reaches this time, even if the campaign's customer list has not been called yet
Autodialer type: Progressive
Hotline number: the hotline number used to call out during the campaign
Working hours: select the working hours that apply to the campaign. The campaign will not automatically run out of this time frame
Maximum number of calls: the maximum number of calls for 1 customer in the campaign. For example, the maximum number of calls is 3. So the system can call the customer 3 times, if the previous 2 times the agent and the customer have not met each other.
Break time between two calls to the same customer (minutes): will be the time between two calls for the same customer if the maximum number of calls is greater than 1. Manual dialing type is not affected by this metric because the agent can proactively call back the customer, if the previous calls have not been met and the maximum number of calls has not been reached.
No-callback period (days): number of days without calling customers marked as no callback
Break time between calls (seconds): the amount of time for the agent to rest and enter information between two calls distributed by the system. With Manual dialing, the agent can proactively receive customers and not be affected by this metric.
Campaign script: choose a script for the campaign. The script includes one or more questions for the agent to enter information during the conversation with the customer. Admin can add new and manage the scripts (If it is blank, the campaign uses the default script).
Create a ticket for each call: in the enabled mode, calls from the campaign are recorded as regular outgoing calls. In off mode, calls from campaigns will not generate tickets.
Step 4: Add customers to the campaign. After completing step 3, Admin chooses to continue to switch to the interface of adding customers. In this interface, the admin can optionally add contacts from 1 of 4 options as shown, select "Next" after completion. Here are the contact upload options:
Contacts: Select contacts already on the Portal. With this option, admin search and click to select contact on search bar
Filter: Select a filter from the list of contact filters created in the Advanced Filter.
Import data from excel: Upload an excel file containing contacts according to the template file into the campaign
Step 1: Download the sample file for uploading the contact list to your computer and edit it. Note: the information is needed to be in "text" format and the phone number field (Phone) needs to have a country code. For example 84xxxxxxxxx (the Vietnamese code is +84). The phone number field is required in the Auto Dialer campaign.
Step 2: Upload the file in the “Select file” section and select “Next”
Customer group: add from the previously created customer group in the "Customer warehouse" section at the campaign management interface
Step 5: Admin adds agents through two options: Agent (manually add each agent, can select multiple agents) or Group (add agent group, this group needs to be created and added agent to the previous group)
Step 6: Creation. After checking that the information is correct, the admin selects "Add campaign" to complete the installation and initialize the campaign. If the information needs to be changed, the admin can choose to return to the corresponding interface to edit the information. Once initialized, the campaign defaults to Unapproved status
A successfully-created campaign will have a successful creation message. In the campaign management interface, there will be new campaign information similar to the illustration. To launch the campaign, the admin needs to Approve the campaign. After approval, if the campaign is in the set time to run, admin can select Start to run the campaign immediately. Otherwise during this set time, the campaign will start running when it reaches the set time(regardless of which admin clicked start)
Predictive campaign
Step 1: Admin selects menu Settings => Campaign Management => Outbound call campaign
Step 2: In the Call out campaign management interface, the admin selects "Add campaign"
Step 3: In the Add campaign interface (see picture), the admin set up a campaign, in which:
Campaign name: campaign name set by admin
Description: specific description of the campaign
Start time: campaign start time. The necessary condition for the agent to execute the campaign is that the admin has clicked Start the campaign and this start time has been reached
End time: campaign end time. The campaign will stop running when it reaches this time, even if the campaign's customer list has not been called yet
Autodialer type: Progressive
Hotline number: the hotline number used to call out during the campaign
Working hours: select the working hours that apply to the campaign. The campaign will not automatically run out of this time frame
Maximum number of calls: the maximum number of calls for 1 customer in the campaign. For example, the maximum number of calls is 3. So the system can call the customer 3 times, if the previous 2 times the agent and the customer have not met each other.
Break time between two calls to the same customer (minutes): will be the time between two calls for the same customer if the maximum number of calls is greater than 1. Manual dialing type is not affected by this metric because the agent can proactively call back the customer, if the previous calls have not been met and the maximum number of calls has not been reached.
No-callback period (days): number of days without calling customers marked as no callback
Break time between calls (seconds): the amount of time for the agent to rest and enter information between two calls distributed by the system. With Manual dialing, the agent can proactively receive customers and not be affected by this metric.
Campaign script: choose a script for the campaign. The script includes one or more questions for the agent to enter information during the conversation with the customer. Admin can add new and manage the scripts (If it is blank, the campaign uses the default script).
Maximum allowable missed rate: the system will adjust the number of calls at a time by algorithm to bring the missed rate below this maximum allowable missed rate.
Waiting music file when the customer listens to the phone: music waiting for the customer to listen when it is not connected to the agent. The files in the selection list are business greeting files uploaded to StringeeX. When the customer has answered the phone, the system will distribute the call to an agent A. If the agent does not answer the phone within 30 seconds, the system will distribute the call to another agent (agent B).
Maximum waiting time (If there is no agent ready to answer the phone) (s): is the maximum time the customer waits. The system will disconnect the call if after this time no agent accepts the call.
Create a ticket for each call: in the enabled mode, calls from the campaign are recorded as regular outgoing calls. In off mode, calls from campaigns will not generate tickets.
Step 4: Add customers to the campaign. After completing step 3, Admin chooses to continue to switch to the interface of adding customers. In this interface, the admin can optionally add contacts from 1 of 4 options as shown, select "Next" after completion. Here are the contact upload options:
Contacts: Select contacts already on the Portal. With this option, admin search and click to select contact on search bar
Filter: Select a filter from the list of contact filters created in the Advanced Filter.
Import data from excel: Upload an excel file containing contacts according to the template file into the campaign
Step 1: Download the sample file for uploading the contact list to your computer and edit it. Note: the information is needed to be in "text" format and the phone number field (Phone) needs to have a country code. For example 84xxxxxxxxx (the Vietnamese code is +84). The phone number field is required in the Auto Dialer campaign.
Step 2: Upload the file in the “Select file” section and select “Next”
Customer group: add from the previously created customer group in the "Customer warehouse" section at the campaign management interface
Step 5: Admin adds agents through two options: Agent (manually add each agent, can select multiple agents) or Group (add agent group, this group needs to be created and added agent to the previous group)
Step 6: Creation. After checking that the information is correct, the admin selects "Add campaign" to complete the installation and initialize the campaign. If the information needs to be changed, the admin can choose to return to the corresponding interface to edit the information. Once initialized, the campaign defaults to Unapproved status
A successfully-created campaign will have a successful creation message. In the campaign management interface, there will be new campaign information similar to the illustration. To launch the campaign, the admin needs to Approve the campaign. After approval, if the campaign is in the set time to run, admin can select Start to run the campaign immediately. Otherwise during this set time, the campaign will start running when it reaches the set time(regardless of which admin clicked start)
Autocall campaign
Autocall feature is a feature that allows businesses to pre-set a call script for the target customer list. Then, the system will automatically make calls to customers according to the business's settings without any agent's involvement. Autocall feature helps businesses save costs, improve work efficiency and create new experiences for customers.
Businesses can apply Autocall campaign in many different operations such as:
Notify customers automatically (for example: account balance, payment schedule, medical examination/treatment schedule, charge notification, etc.)
Automatically introduce products to customers (can be set up to connect customers directly with consultants by selecting a key if customers are interested)
Automatically survey customer service satisfaction, collect customer opinions, survey the market about products
To create an Autocall outbound campaign, the admin needs to create an IVR first (refer to IVR settings), then the steps to install Autocall. Here are the steps to install Autocall campaign”
Step 1: Admin selects menu Settings => Campaign Management => Outbound call campaign
Step 2: In the Call out campaign management interface, the admin selects "Add campaign"
Step 3: In the Add campaign interface (see picture), the admin set up a campaign, in which:
Campaign name: campaign name set by admin
Description: specific description of the campaign
Start time: campaign start time. The necessary condition for the agent to execute the campaign is that the admin has clicked Start the campaign and this start time has been reached
End time: campaign end time. The campaign will stop running when it reaches this time, even if the campaign's customer list has not been called yet
Autodialer type: Autocall
Reverse hotline number: there are 3 types of number reversal. Note: In case some hotlines cannot be called. The campaign will automatically ignore calls from the wrong hotline number. Ignored customers will be called after the customer data is exhausted. Here are 3 types of reverse number system StringeeX supports installation:
Do not reverse numbers: use a single hotline number in the entire campaign, businesses install this hotline at the hotline number field below
Randomly reverse number: use a group of hotline numbers to call out during the campaign. Hotline numbers will change randomly. Businesses install this hotline at the hotline number field.
Reverse all numbers: use all hotline numbers in the portal. Hotline numbers will change randomly.
Maximum number of calls at a time: the maximum number of calls automatically called by the system at a time, ranges from 1 to 100. Note, the exact number will be according to the contract, the total number of calls concurrently equals the total number of concurrent calls at the same time of all active campaigns. In case a customer uses both Autocall service and regular call on the system, the total number of calls is calculated by the total number of calls at a time on the system, including manual calls (agent calling out to normal customers). normal) and Autocall
Hotline number: hotline number to make calls during the campaign. Admin can choose one or more hotlines to use for the campaign here
IVR button: IVR button which companies installed for callout script
Working hours: select the working hours that apply to the campaign. The campaign will not automatically run out of this time frame.
Maximum number of calls: the maximum number of calls for 1 customer in the campaign. For example, the maximum number of calls is 3. So the system can call the customer 3 times, if the previous 2 times the agent and the customer have not met each other.
Break time between two calls to the same customer (minutes): will be the time between two calls for the same customer if the maximum number of calls is greater than 1. Manual dialing type is not affected by this metric because the agent can proactively call back the customer, if the previous calls have not been met and the maximum number of calls has not been reached.
No-callback period (days): number of days without calling customers marked as no callback
Create a ticket for a call to an agent or to voicemail: in the on mode, the system will create a ticket if the call meets the agent or goes to the customer's voicemail
Step 4: Add customers to the campaign. After completing step 3, Admin chooses to continue to switch to the interface of adding customers. In this interface, the admin can optionally add contacts from 1 of 4 options as shown, select "Next" after completion. Here are the contact upload options:
Contacts: Select contacts already on the Portal. With this option, admin search and click to select contact on search bar
Filter: Select a filter from the list of contact filters created in the Advanced Filter.
Import data from excel: Upload an excel file containing contacts according to the template file into the campaign
Step 1: Download the sample file for uploading the contact list to your computer and edit it. Note: the information is needed to be in "text" format and the phone number field (Phone) needs to have a country code. For example 84xxxxxxxxx (the Vietnamese code is +84). The phone number field is required in the Auto Dialer campaign.
Step 2: Upload the file in the “Select file” section and select “Next”
Customer group: add from the previously created customer group in the "Customer warehouse" section at the campaign management interface
Step 5: Admin adds agents through two options: Agent (manually add each agent, can select multiple agents) or Group (add agent group, this group needs to be created and added agent to the previous group)
Step 6: Creation. After checking that the information is correct, the admin selects "Add campaign" to complete the installation and initialize the campaign. If the information needs to be changed, the admin can choose to return to the corresponding interface to edit the information. Once initialized, the campaign defaults to Unapproved status
A successfully-created campaign will have a successful creation message. In the campaign management interface, there will be new campaign information similar to the illustration. To launch the campaign, the admin needs to Approve the campaign. After approval, if the campaign is in the set time to run, admin can select Start to run the campaign immediately. Otherwise during this set time, the campaign will start running when it reaches the set time(regardless of which admin clicked start)
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