Outbound Call Center Administrator Guide

This topic describes the key concepts of outbound call center, and provides step-to-step instructions on how to set up and configure an outbound call center.

Audience

This guide is intended for system administrators responsible for establishing, configuring, and maintaining an outbound call center.

Key concepts of Outbound Call Center

Learn about the key concepts to gain a better understanding of Yeastar Outbound Call Center.

Concept Description
Outbound Campaign

Outbound Campaign refers to a targeted outbound calling task, typically focused on a specific objective or customer segment. It includes settings for dialing rules, time schedules, queue assignment, etc.

Yeastar outbound call center supports the following types of outbound campaigns:
  • Agent-based Outbound Campaign: This type involves real-time interaction between outbound queue agents and contacts. It is commonly used for campaigns that require personalized communication, such as product promotion, sales,or surveys.
  • Agentless Outbound Campaign: This type typically connect the contacts to IVR systems or play pre-recorded voice prompts. It is commonly used for automated outreach, such as reminder notifications, appointment confirmations, or alerts.
Auto Dialer Auto Dialer is an automated tool that dials a list of phone numbers based on predefined rules. Once a call is connected, it transfers the call to a pre-defined destination.
Yeastar outbound call center supports the following auto dialing methods:
  • Progressive Dialer: This mode waits for an agent to finish the current call before dialing the next number, and only dials one number per available agent, ensuring that an agent is available to handle the call interaction as soon as the customer answers the call.
  • Power Dialer: This mode dials multiple numbers simultaneously for each available agent based on a specified dial rate, without waiting for an agent to finish the previous call, aiming to maximize agent productivity by keeping them on calls without delay.
  • Agentless Dialer: This mode automatically dials contact numbers and connect the contacts to an IVR system or plays a pre-recorded voice prompt, eliminating the need for agent interaction.
Contact List Contact List is a collection of phone numbers and customer details used for outbound calling. It typically includes contact information such as phone numbers, names, and companies. Contact lists are often categorized for different campaigns and imported into the system for use by auto dialers or agents.
Local presence DOD

Yeastar outbound call center allows you to customize outbound caller ID for outbound campaign calls, so as to display a local phone number matching the customer’s area code, increasing the answer rate, as customers tend to trust familiar local numbers.
Outbound Queue An Outbound Queue provides a group of agents responsible for handling outbound campaign calls. It organizes and prioritizes calls, distributing them to available agents based on predefined rules and priorities.
Outbound Call Center Panel

Yeastar Provides the following intuitive panels for outbound queue managers and agents to manage outbound campaigns and handle campaign calls:

  • Campaign Wallboard: Allows outbound queue managers to view real-time campaign details and campaign metrics, and manage outbound queue agents status.
  • Inbox: Allows outbound queue agents to view customer information and handle campaign calls.

Steps to set up Outbound Call Center tasks

Follow the steps below to set up your outbound call center task.
1. Prepare call destinations based on campaign type
Prepare the destination to which you want the contacts to be connected when they answer the call.
Campaign Type Destination
Agent-based Outbound Campaign To connect the contact to queue agent, you need to create an outbound queue, define the call distribution rules and assign a group of agents to handle campaign calls.
Agentless Outbound Campaign
  • To connect the contact to an IVR for automated call interaction, you need to set up an IVR and customize the IVR menu, For more infoermation, see set up an IVR.
  • To deliver contacts desired messages by playing a voice prompt, You need to prepare the relevant prompts. For more information, see record a custom prompt or upload a custom prompt.
2. Prepare contact list
Prepare a list of contact for the campaign to dial. You can associated a contact list with an outbound campaign in either of the following methods:
Method Description
Phonebook Group the target contacts into a PBX phonebook, which can be directly selected when setting up an outbound campaign.
File importing Prepare a CSV file containing the contacts' information, which can be imported when setting up an outbound campaign. To use this method, make sure the file meets the following requirements.
  • Format: UTF-8 .CSV
  • Size: Less than 300 MB
  • File name: Less than 127 characters
  • Import parameters: Ensure that the import parameters meet requirements. For more information, see Company Contacts Parameters.
3. Set up call routing
Set up trunks and outbound routes to ensure that the campaign calls can be successfully sent out.
  • Trunk: Configure the trunks through which outbound calls will be sent out. For more information, see Trunk Overview.
  • Outbound Route: Define the correct outbound routes to properly route the calls based on campaign requirements. For more information, see Set up an Outbound Route.
4. Configure caller ID (DOD)
To establish local presence for a higher answer rate, you can customize outbound caller IDs based on trunk through which the outbound campaign calls will be sent.
For more information, see Customize Outbound Caller IDs for Outbound Campaigns.
5. Define call disposition codes

Define disposition code for call outcomes with custom labels and brief descriptions, which can be used by outbound queue agents to mark and categorize campaign calls effectively.

For more information, see Add disposition codes.

5. Create an outbound campaign
Create an outbound campaign, including setting up call rule and schedule, assigning call handling destination based on campaign type, and associated the contact list.