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From All n One's bxp software Wixi
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For this example we're going to phone the customers.
At this stage: we have decided to use phone contact
At this stage : we have a formand it has been loaded with records to contact
To set up the work and begin processing the contacts you've loaded, please review [[Outbound_-_Queue_Management]]
At this stage: we have records queued up and ready to be contacted
== Managing the Outcomes ==
The outcomes [[Form_-_What_is_an_Outcome]] provide the insight into how the campaign is going. Depending on the type of campaign being run outcomes usually include:
* Sale
* Not Interested
* No Answer
* Callback later
After extensive experience our base recommendation for outcomes to be considered for a sales campaign are:
* Contact - Callback - Afternoon (Incomplete)
* Contact - Callback - Evening (Incomplete)
* Contact - Callback - Morning (Incomplete)
* Contact - Callback - Personal (Incomplete)
* Contact - Emergency escalation (Incomplete)
* Contact - Not interested (Complete)
* Contact - Sale (Complete)
* No Contact - Disconnected tone (Complete)
* No Contact - Flagged exception (Complete)
* No Contact - No answer (Incomplete)
* No Contact - No phone number (Complete)
* No Contact - Voicemail (Incomplete)
* No Contact - Wrong number (Complete)
At this stage: we have outcomes and enough feedback to launch the campaign
== Finishing touches ==
There are a number of further considerations you may wish to include in your build.
* Validate the spelling and logic of your form - to catch spelling mistakes and logic mistakes [[Form_Validation_Script]]
* Validation of data - to improve quality of data stored [[Form_-_Outcome_Validation]]
* Email communication - to provide instant after call communication and reduce after call work [[Contact_Centre_Training]] "CC-1-5 Introduction to Form Outcomes"
* SMS communication - to provide instant after call communication and reduce after call work [[Contact_Centre_Training]] "CC-1-5 Introduction to Form Outcomes"
* Mail Merge - to reduce after call work in printing and filling out contracts [[Form_-_Outcome_-_Mail_Merge]]
* Training documentation linking - to enable consistent delivery and explain how data should be filled in and what processes to use
* System Integration - an outcome can push data in real time to other systems again reducing after call work and improving customer experience
* CTI Integration - bxp can be linked to a phone system where a dialler could be used to do the calling [[Scenario_-_bxp_Integration_with_a_Phone_System]]
== Go Live ==
=== Security Access ===
In order for users to access the records in the form they need to be given access to the form.
''Main Menu > System Access Management > Security - Content Access > Form - Multiple Add Users by Form > Choose the form > Tick the users to grant access to''
=== Easier Access ===
To save the users from having to navigate the system, especially if they only have one campaign to work on, there is a handy interface modification known as a Start Here bar [[Interface_Bars_-_Start_Here]]
Find the Id of the form you built. [[Form_-_Finding_the_Form_Id]]
Using a standard BER8 Interface bar combination replace the X in the following with the Id of the form. 17,22,25,2,7,28-6-X,4,18,13,19,5,26
If the user has multiple campaigns to work on, set the X to 0
Copy this into all of the users accounts
Main Menu > System Access Management > System Management > Group User - Modify Details > Lookup all users >
* From the top box choose "Interface Bars - Main"
* In "Main Menu" just below paste in the numbers from above
* Below select all the users to have their system updated
