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The primary operational training on this area is available from the Contact Centre training document [[Contact_Centre_Training]] CC-2-3 Outbound contact management
= Considerations =
It is important to bear in mind, as a company, just contacting people isn't always allowed. The Commission for Communications Regulation of Ireland (ComReg) http://www.comreg.ie/ set very clear legal rules as to when it is ok and not ok to be contact customers. The Data Protection commissioner http://www.dataprotection.ie spells out what is safe to do and not to do regarding communications.
* '''Phone Calls''' http://www.askcomreg.ie/home_phone/How_do_I_prevent_unwanted_calls_from_direct_marketing_companies_-_cold_calls.213.LE.asp
* '''Emails and SMS''' http://www.dataprotection.ie/docs/Guide-to-dealing-with-Unsolicited-SMS-messages/406.htm
* '''Post''' http://www.dataprotection.ie/docs/A_Consumer_Guide_to_Dealing_with_Unsolicited_Direct_Marketin/288.htm
* '''Door to Door''' http://www.consumerhelp.ie/door-to-door
= Planning your campaign =
So if you have permission to contact your customers you decide on your method of contact. bxp software (bxp) can make the delivery of your program even easier.
To facilitate understanding an outbound campaign, lets build one.
== The Contact List ==
This is the first step. A list of people or businesses to contact. Lists can come from a number of sources.
* Existing customers
* Your Outlook Contacts
* You can purchase a list from a list broker such as
** Data Ireland http://www.dataireland.ie/Services/Pages/Business-Lists.aspx
** Bill Moss http://www.bill-moss.com/
* Contacts generated from inbound contact
A sample one is available from http://www.allnone.ie/presentations/uk-500.xls and documented on [[Form_-_Create_from_Excel]]
== The communications approach ==
With your list ready to contact you now choose how you are going to get in touch. If you have marketing permissions to group email or SMS bxp can help with that. The most common campaign approach we see is calling the customers.
In your list of data it can be handy to flag if you're going to Email, Phone, SMS or Post out to the customer.
For this example we're going to phone the customers.
== Creating the form ==
It is really easy to create a form from an Excel spreadsheet or by building it from scratch.
* To create the from an Excel spreadsheet [[Form_-_Create_from_Excel]]
* To create the form from scratch [[Contact_Centre_Training]] using CC-1-3 Introduction to Blended Form Structure
At this stage we have a form
== Ownership Strategy ==
How you distribute the records is the next question. There are a number of options available. [[Form_-_Record_ownership_strategies]]
The simplest and quickest to set up for Outbound Campaign management is First Come First Served (FCFS)
To set up the work and begin processing the contacts you've loaded, please review [[Outbound_-_Queue_Management]]
== Managing the Outcomes ==
