Types of campaign
In this section, we will cover the different types of campaigns, the technologies involved and the objectives of each campaign.
OutcomeAbility to select the campaign types, technologies and define the objectives.
Campaigns can be categorised as follows:
Regardless of the campaign type, your campaign will always have a goal.
Transfer: When the goal is to transfer, the agent will take an inbound or an outbound call, then take the prospect through a process of pre-qualification. This will conclude with transferring the call with an appropriate hand off. The hand off will involve a small introduction between the customer and a sales person, to provide them enough information to take the call to the next stage.
Appointment: This will involve creating and setting an appointment with a customer and another party to follow-up.
Lead: This will normally involve the agent submitting a form, which will lead to a follow up action. For example, the customer could receive an email to sign up to a newsletter, or to create an account on a website.
Direct Sell: This is where the agent will sell directly to the customer off of that call.
Chasing: The purpose here is to follow up on existing customers, with the goal of achieving a resell or an up-sell.
Support: The goal of a support call is to assist the user with their issue.
Each type here is aligned with a high level goal, with decision points leading in that direction throughout the call.
Voice is an agent physically talking to a customer. This involves teaching agents the script and the process involved. Agents will require some initiative to interact with the customer on the call.
Avatar is pre-recorded audio, where agents interact with an interface to select the right response for the user. Once selected, the audio response will be played to the user.
This is a text to speech system, where agents simply select or type a response for a user, which will then be played in a natural human voice.
This system will listen to the customer, find an appropriate response and play the response.
Now you should be able to identify the type of campaign you want to run, the objectives and have an idea of the technologies you are interested in leveraging.