Each time a campaign record has been called feedback must be given. The purpose of feedback is to create the basis for:
- Follow-up of the campaign through statistics and real time information. For this, you use the Reasons window.
- Automatic and rule governed treatments, i.a. to be able to close records when they have been terminated. These are defined the Treatments window.
The two mentioned windows are accessed via the Campaigns main window. There, you first select the campaign in question and then you click on Reasons... and Treatments... respectively.
Normally feedback is given by the agent making the call. Under certain circumstances ACE can, however, give an automatic feedback for a campaign record. One example is if ACE Agent is shut down during a campaign record in progress. For some feedbacks, special treatments can be configured for personal call records.
All feedbacks possible to give are pre-defined, general for all campaigns and cannot be changed or removed. What is to happen with campaign records with a certain feedback – treatments – is also pre-defined but can in some cases be changed. See the table below.
| Feedback agent can give | System internal concept | Feedback description | Treatment that can be selected | Pre-defined value for treatment when a campaign is created |
|---|---|---|---|---|
| Closed | close | The customer has been reached and the campaign task has ended in success. The customer has accepted the offer and there may be several different reasons for Close to choose from. | Close | Close |
| Declined | declined | The customer has been reached and the campaign task has ended in a failure. The customer has declined the offer and there may be several different reasons to choose from. | Close | Close |
| Inapplicable | inapplicable | Inapplicable is used when the message could not be delivered to the answering party, e.g. the customer does not understand the language or refuses to speak to unknown people on the phone. | Close | Close |
| Fax or modem tone | faxOrModemTone | The call was answered by a modem or a fax. | Optional except close | Postpone randomly 60 – 120 min + continue to next number |
| Fax or modem tone personal campaign record | faxOrModemTone | Same as above - after having called a personal campaign record. | Optional except close | Postpone 15 min + repeat number |
| No answer | noAnswer | No one answered when the agent/dialer made the call. | Optional except close | Postpone randomly 60 – 120 min + continue to next number |
| No answer personal campaign record | noAnswer | Same as above - after having called a personal campaign record. | Optional except close | Postpone 15 min + repeat number |
| Call refusal | callRefusal | The agent refused to make the call. The agent must have a specific access right to be allowed to refuse calls. In a campaign called with ACE Dialer, only records with pre-booked agent can be refused. |
Optional except close | Postpone 0 minutes + repeat number |
| Call refusal of personal campaign record | callRefusal | Same as above - after having called a personal campaign record. | Optional except close | Postpone 15 min + repeat number |
| Number changed | numberChanged | The agent thinks that the number called is wrong or not valid, but a new number is available. The agent has not called the new number. A campaign record can e.g. contain three telephone number and one of them, the one to the summer house, was wrong. The agent can then state that the number is changed and not in use but the numbers home and to mobile phone can be tried at a later occasion. | Optional except close | Postpone 0 minutes + repeat number |
| Telephony error | telephonyError | Only used for preview campaigns.
Telephony error. The call could not be made due to a technical error. The call was interrupted. |
Optional except close | Postpone 0 minutes + continue to next number |
| Answering machine | answeringMachine | An answering machine answered when the agent made the call. If the agent records a message about calling back later, the ”Reestablish later” option must be used instead. | Optional except close | Postpone randomly 60 – 120 min + continue to next number |
| Answering machine personal campaign record | answeringMachine | Same as above - after having called a personal campaign record. | Optional except close | Postpone 15 min + repeat number |
| Busy | busy | The dialer/agent thinks that the number called was busy. | Optional except close | Postpone randomly 5 – 10 min + repeat number |
| Busy personal campaign record | busy | Same as above - after having called a personal campaign record. | Optional except close | Postpone 15 min + repeat number |
| Reestablish later | reestablishLater | The customer has been reached but the task has not been concluded. The customer wants to be called at a later occasion to continue the discussion. | Only priority change | No priority change + number locked |
| System loss – Lost during routing | maxRouteFailed | The campaign records have been closed after too many failed routing attempts. | Close | Close |
| System loss – the client was terminated | clientTerminated | The campaign records have been closed because ACE Agent was terminated before feedback was given. | Close | Close |
| System loss – Rule based | deletedBySystem | The campaign records have been closed by rule governed treatment. | Close | Close |
| System loss – Delete | deletedByUser | The campaign records have been closed via ACE Admin. | Close | Close |
| Silent call | silentCall | Only used by ACE Dialer.
The customer answered the call but there was no ready agent to take the call. The call is ended immediately when the customer lifts the receiver. The feedback is also used when the dialer called a customer that hangs up before the agent has had the time to answer. |
Optional except close | Call made by pre-booked agent + repeat number |
| The number could not be reached | numberNotReached | ACE Dialer has failed to dial the number due to telephony error or wrong number. | Optional except close | Postpone 5 – 10 minutes + continue to next number |
Reasons for Close, Decline and Inapplicable feedbacks
The purpose of the Close, Decline and Inapplicable feedbacks is to offer the possibility to follow up the outcome of an offer in real time and in statistics. If you want to have a more detailed picture of the outcome you can configure, per campaign, different reasons for these three feedbacks.
For a sales campaign, agents can choose from three reasons for the feedback Declined: ”too expensive”, “not interested at the moment” or “already has a similar product”.
The campaign follow-up shows exactly how many customers that declined the offer declaring the price was too high.
The number of reasons that can be given per feedback is unlimited. To facilitate the agents’ work, the number should be kept low, i.e. the more reasons to choose from for a feedback the more difficult it is to present them clearly in ACE Agent.
Add, change or remove a reason
Before a campaign has been taken into operation (i.e. being opened from having been initially stopped), you can freely add, change and remove reasons. When the campaign has been put into operation you can only add and change reasons. Removal is not allowed as there can be campaign records using the reason in question.
Reasons for feedback can be configured in the following way:
- Select in the Main window for campaign, the campaign for which you want to give or change a feedback’s reason.
- There you click on the Reasons button.
- The Reasons window is opened.
- From the drop-down list in the Feedback column you select the feedback to be connected to the reason – Close, Decline or Inapplicable.
- In the Reason column you enter an internal name for the reason. The name is then visible in the campaign records that after handling have been given this feedback/reason.
- In the Name in User Interface column you enter a descriptive name for the reason. This name will then be visible in ACE Agent.
Both the internal name and the name to be seen in ACE Agent must be unique for the combination campaign and feedback. The purpose of the internal name is to make it possible to change the name in the user interface at a later occasion.
As long as the campaign has not been enabled you can remove a reason. To do this you select the relevant reason and click on the Delete button.