Chapter 9 Communication Center Manual Mode Calls with Quiz

There are some instances when you may need to call a customer outside of a campaign or make a one off phone call. This could be potentially if a customer special order part came in so you need to pull up the customer and call them to let them know their part is available. Or if you were just on a call with a customer and got unexpectedly disconnected, you can pull them back up again to give them another call. There are two locations where you can enter manual mode. One is in the call queue selection area. So the blue button in the top right. When you choose the manual mode option, you're going to select phone as your communication type, the store that you'll be calling on behalf of, and then the campaign or reason for calling the customer. Right now I'm going to choose first service. To enroll the customer for campaign attempts, you will select this button if you want the customer to enroll for future attempts or future follow ups. The campaigns can be set up to include follow up cadences. So if for example, I'm calling a special order parts customer and I don't reach them on my first attempt, we may want to contact them again by checking this box. It will enroll them automatically so they get served to you at the date and time of the next phone call. If this is just a one off call, you don't need to choose that box. When you click Start, you'll see your three sections of the call screen again. On the left you'll have the option to search or create the customer. So here you can search by a first name, last name, phone number, email or vin. Right now I'm typing in my phone number and I'll choose Search. Let's pretend the customer we're looking to call is Daniel. So we'll select the green check mark to pull up the rest of his profile. As before, you have their contact information on the left, the tabs in the middle, and the scripting on the right. It's important to check the reason for communication box on the vehicle so we know what vehicle you're calling for. Especially if this customer has more than one vehicle on their profile. To initiate the call, I'll choose the green Start Next Dial button. And now I'm on my call to the customer. Once we're finished with our phone call, I can choose the End call button in the call ribbon, select my disposition, save any notes and click the Save and Survey button. This will end my call and bring me right back to the manual mode screen. If you need to make a second or an additional manual mode call, you can be placed back in this view to either search for or create a customer. Otherwise, you can click the blue Exit Manual button on the right and be placed right back where you were within your cues to complete your next outbound call. You can also initiate manual mode calls from within the call screen itself. In the top right, next to your Start Next Dial button is a blue manual mode button which operates the same as before. You'll select the store you're calling from, the reason you're calling this customer, the campaign name, and again you'll check the box if you want to enroll them for future attempts. Once again, you'll click the green Start button on the lower right. And as before, you can either search for or create a customer. For this example, I'm going to create a brand new customer. Maybe they've never serviced or purchased a vehicle from us before, but they're inquiring so we're giving them a call. Here I'll enter in Sally Jones information, and after I've entered in a minimum of a first and last name and a phone number, I can scroll down and choose Create. Don't worry if you gather more information when you're on the call with a customer, you can always edit the customer's information. Afterwards, I'm going to again initiate the call using the Start Next Dial button. Once again, after my call is complete, I can choose the End Call button in the call ribbon and submit my disposition. Let's pretend in this instance that the customer scheduled an appointment. I'll enter in the information required for the disposition, so the date and time of the appointment, as well as any notes I may want to make. Once I'm done, I'll then choose Save and Survey. And now I'm placed right back where I was so I'm able to make another manual mode call if necessary. Otherwise I can choose Exit. And now I'm back in my outbound call queues. Sam.