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Running a CRM campaign
- 13 Sep 2024
- 6 Minutes to read
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Running a CRM campaign
- Updated on 13 Sep 2024
- 6 Minutes to read
- Print
- DarkLight
- PDF
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Who should read this article: Administrators
Run your outbound Dialer campaign integrated with your CRM from the Campaigns page and monitor its progress in the Real-time dashboard.
Introduction
Voiso supports campaign calling list integration with many different Contact Relationship Management (CRM) services. The following table lists the features that are supported for each CRM integration:
| Integration | Click-to-call | Screen pop | Calling list import | Call history |
|---|---|---|---|---|
| Salesforce | ✔ | ✔ | ✔ | ✔ |
| Hubspot | ✔ | ✔ | ✔ | ✔ |
| Zoho | ✔ | ✔ | ✔ | ✔ |
| Freshdesk | ✔ | ✖ | ✖ | ✖ |
| Bitrix24 | ✔ | ✖ | ✖ | ✖ |
| Syntellicore | ✔ | ✖ | ✖ | ✔ |
| ProftIT | ✔ | ✔ | ✔ | ✔ |
| Panda | ✔ | ✔ | ✔ | ✔ |
| PUMA | ✔ | ✔ | ✔ | ✔ |
| Leverate | ✔ | ✖ | ✖ | ✖ |
Outbound Dialer campaigns automatically dial a list of contacts that you have added to the campaign either by integration with a campaign calling list created in your CRM or by using a CSV or XLSX file containing phone numbers.
This article describes running a campaign with a calling list provided by a Contact Relationship Management (CRM) service.
Important
The email address that administrators and agents use to log into Voiso must be the same email address that they use to log into their CRM account.
Preparing a calling list
Voiso reads the list of campaigns and enables you to select one from the Add/Edit campaign page.
| Integration | Calling list |
|---|---|
| Salesforce | Create a Campaign in Salesforce and add Leads or Contacts to it. |
| HubSpot | Create a List in HubSpot, then add the required contacts to it using the HubSpot CRM tools. To create a List in HubSpot, you must set at least one filter; however, Voiso recommends that you use two chained filters: Phone number is known OR Mobile phone number is known |
| Zoho | Create a campaign in Zoho. |
| ProftIT | Choose a Customer status, Country, and Desk (agent and lead must have the same desk) for the leads that you want Voiso to use to build your calling list. |
| Panda | Choose a Type (Leads, Clients, or both), Country (multiple countries are supported), Agents (multiple agents are supported and should map to Voiso User accounts), Status (multiple statuses are supported), and Creation data range for the leads that you want Voiso to use to build your calling list. |
| PUMA | Country (multiple countries are supported), Operator (multiple operators (agents) are supported and should map to Voiso User accounts), Lead status (multiple statuses are supported), registration date range for the leads that you want Voiso to use to build your calling list. |
For a detailed use case of running a Voiso Dialer campaign, refer to How to run a dialer campaign.
Running a campaign
Outbound Dialer calling campaigns are run from the Campaigns page.
After you have added a campaign to the Campaigns page, you can start, pause, or stop the campaign using the campaign control buttons. Clicking the buttons changes the campaign status.
When a campaign is Active, Dialer automatically dials calls following the rules you specified for the campaign in the Add campaign page. You can choose to put the campaign on hold temporarily by clicking Pause. If you click Stop, the campaign ends as incomplete – it cannot be started again.
Once all the numbers in the calling list have been called and the redial attempts criteria are met, the campaign ends and the status changes to Completed. To review a report about the campaign, click the name of the campaign in the Campaigns page. Refer to Campaign reports for more information.
You can run the campaign again by cloning it. To clone a campaign, click the Clone button in the far right column of the campaign row. A duplicate of the campaign is created and is opened in the Edit campaign for you to adjust the parameters and reimport the calling list or import a new calling list.
To delete a campaign that is in the Draft status, open the campaign in the Edit campaign page, then click Delete campaign.
Running a live CRM campaign
The Voiso CRM integration enables you to run a continuous live campaign. The Live campaign feature continuously polls your CRM to search for new contacts (leads) to call for the campaign.
To run your outbound Dialer campaign continuously as leads are generated, specify your CRM in the General section of the Add/Edit campaign page, then select Live campaign.
Use the Poll interval setting in the Calling list section to specify how often the live campaign should request new contacts from your CRM.
The campaign periodically polls the CRM to get new leads. For example, if the poll interval is set to 5 minutes, Dialer sends a request every 5 minutes for a new list of contacts based on the parameters specified for the campaign, such as country or lead status. New leads are added to the calling queue immediately.
The total number of contacts in a live campaign is unknown while the campaign is running, so in the Campaigns table, the infinity symbol (∞) is displayed in the Contacts column and a dash (-) is displayed in the Progress column for live campaigns.
Live campaigns pause under the following conditions:
- There are no new contacts available in the CRM
- There are no contacts available that meet the local time requirement
- There are no logged-in agents available
Live campaigns resume when new contacts are available in the CRM that meet the local time constraint and there are logged-in agents available to handle the calls.
Note
Live campaigns run until you stop them.
Live campaigns can be stopped manually in the Campaigns page, or by deselecting Live campaign in the Edit campaign page.
The Agent experience
When a campaign is active, the agents you have assigned to the campaign are notified in the Agent Panel that a campaign has started. Agents join the campaign from the Dialer campaign page in the Agent Panel. Refer to Outbound campaigns for more information about how agents participate in Dialer campaigns.
Monitoring a campaign
While a campaign is active or paused, you can monitor the progress using one or more widgets in the Real-time dashboard.
To add a widget to the Real-time dashboard, from the Voiso navigation bar, navigate to Reporting > Real-time dashboard. If you do not already have a dashboard, click Create dashboard. To use an existing dashboard, select it from the Dashboards menu or select Add dashboard to add a new dashboard.
There are several widgets you can use to track your campaign progress and performance in real-time:
Tip
For detailed information about a widget, in the Add new widget panel, click the "i" icon next to the widget name.
| Widget | Description |
|---|---|
| Campaign – Call Disposition | A pie-chart displaying calls by network response: answered, no answer, busy, rejected, or failed |
| Campaign Status | A dashboard summarizing various campaign metrics, such duration of the campaign, the average time an agent waits for the next call, how often customers drop off, the average time spent on calls, and the ratio of calls answered to total calls made |
| Campaign – Dial Attempts | A bar graph displaying the number of times that each campaign contact was dialed |
| Campaign – Agent Counter | A pie chart displaying the number of agents who have joined the campaign and their status: outbound (on a call), waiting, and wrapping-up |
| Campaign – Wrap-up Codes | A pie chart displaying the number of campaign calls by the wrap-up codes (after-call work completions) that you defined |
Campaign reports
When a campaign is completed, Voiso creates a campaign report. Refer to Part 6: Reviewing campaign results for information about the campaign report and the calling list report.
Exporting lists
After adding your calling list, Dialer reviews the numbers to ensure their validity and remove any duplicates. Invalid and duplicate numbers are compiled into a CSV file, which you can download. Additionally, you can download the final calling list that Dialer will use for calling.
- To download the final calling list, click Export original list.
- To download the list of invalid and duplicate numbers, click Export invalid numbers and duplicates list.
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