Outbound Voice Overview
Updated
Outbound Voice Campaigns refer to a planned series of outbound voice communication efforts aimed at achieving specific business objectives. Outbound voice campaigns are often used by businesses, organizations, or political campaigns to connect with customers, supporters, or potential voters.
The purpose of an outbound voice campaign is to deliver a specific message to a large number of people, often with the goal of generating leads, promoting products or services, or increasing engagement. An outbound voice campaign typically involves a combination of automated voice messages, pre-recorded messages, and live agent calls.
Some common examples of outbound voice campaigns include:
Sales and Marketing: Outbound voice campaigns can be used to promote products or services to potential customers. For example, a company might use an outbound voice campaign to contact potential customers and offer a special promotion or discount.
Lead Generation: Outbound voice campaigns can be used to generate leads by reaching out to potential customers and gathering their contact information. This can be an effective way to build a customer database for future marketing efforts.
Appointment Reminders: Outbound voice campaigns can be used to remind customers or patients of upcoming appointments. This can help reduce no-shows and improve the efficiency of scheduling.
Surveys and Feedback: Outbound voice campaigns can be used to conduct surveys or gather feedback from customers. This can help businesses improve their products or services and better understand their customers' needs.
Political Campaigns: Outbound voice campaigns are commonly used in political campaigns to reach out to voters, encourage them to support a particular candidate or issue, and remind them to vote on election day.
Emergency Notifications: Outbound voice campaigns can be used to send emergency notifications to a large number of people quickly. For example, a city might use an outbound voice campaign to warn residents of an approaching storm or other emergency situation.
Overall, outbound voice campaigns can be an effective way to communicate with a large number of people quickly and efficiently. However, it is important to ensure that the content and timing of the messages are carefully planned to avoid spamming or annoying recipients.
Proactively reach out to prospects and customers by running omnichannel outbound voice campaigns that contact lists of leads in accordance with different strategies, thus helping businesses streamline their sales processes, improve customer relationships, and drive revenue growth.
Data Collection
Ingest data into Sprinklr seamlessly. Fetch customer data from first-party sources easily using various data connectors. Connect your data from various data sources such as FTP, S3, API, or even your existing CRM tools such as Salesforce, Mailchimp, Eloqua, etc. Filter and validate your customer data for cleaner data ingestion.
Campaign Management
Campaign is a central entity where all the campaign settings are given. Define campaigns that tell the system whom, when, and how to contact a list of leads. Track all the omnichannel voice-led campaigns in a single view. Create customized campaigns with different dialing modes Preview, Predictive, etc. Segregate the target audience using segments. Dial out leads sequentially or simultaneously using List and Segment weightage. Use Post call workflow to run omnichannel campaigns. Finally, avoid compliance errors by using a suppression list and enabling DNC. View critical metrics such as — calls picked by customers, abandonment rate, average handle time, etc.
Dialers
Every campaign has a dialer setting where we select the dialer profile to use. Sprinklr supports different dialers: Preview, Predictive, Progressive Contact Fist, Outbound IVR, Agent, Manual, Manual Task, Callback, Outbound IVR with Agent.
Campaign Management Strategies
Sprinklr offers a variety of campaign management capabilities to increase campaign and agent productivity. It includes Retry Strategies, Dial Plan to dial and retry customers on different phone number types, List and Segment weightage to dial out leads sequentially or simultaneously, respectively. Sorting Criteria to sort leads on any attribute in LIFO or FIFO fashion. Manage segment to rechurn, close, configure attempts. Campaign weightage to increase agent efficiency across multiple campaigns.
Compliance Management
Ensure your campaign and dialer solution is aligned with local, national, and international laws. Avoid compliance errors by using a suppression list, and enabling DNC.
Post Call Workflow
Use Post Call Workflow to run omnichannel campaigns. It is used to contact the lead after the call on their preferred channel. Proactively reach out to customers over different channels, such as Email, SMS, WhatsApp, etc., through omni-channel campaigns and deflecting customers to their preferred channels. Here, we can define a journey (using Journey Facilitator) to be executed once the call has been made.
Callbacks
Callbacks are used to reach out to the customer via voice channel swiftly post a prior contact with the customer on any other channel.
Reporting
Sprinklr provides standard Outbound reporting dashboards. The outbound dashboards provide the validation on all the outbound calls/cases observed at the Agent, Case, and Campaign level interactions.