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TRANSCRIPT
Predictive Dialer Set-up
Step One: Set-up Survey
Questions, Scripts & Admins
The Predictive Dialer uses the same
surveys and user set-ups as other
activities, including Walk Lists, Palms,
and manual dials.
Step Two: Select your Universe
Select your universe and cut your list
using VoteBuilder’s “Create a List” tool.
NGP VAN • 1101 15th Street NW, Suite 500 • Washington, DC 20005
p: (202) 686-9330 • f: (202) 686-9331 • [email protected] • www.ngpvan.com
Step Three: Send your List to your
Predictive Dialer Campaign
Hitthe“Calls”button(markedwithphoneicon)
and select “Predictive Dialer Campaign.” VAN
will then ask whether you would like to create
a “Phones-Computer Campaign,” a “Phones-
Only Campaign (no computer necessary; all
results are entered through your phone’s
keypad), or if you simply want to add your new list to an active campaign.
If you are adding a list: Name the list and tell VAN which campaign you want it added
to. The system will de-dupe all lists added to one campaign.
Step Four: Run through Set-up
Wizard
A. Set-up Tab
Give the Predictive Dialer campaign
and your list a name.
If you check the box indicating that
you would like your callers to be connected to answering machines, the dialer will
not try to filter out machines. All calls that connect will be passed through to your
users.
If you are setting up a Phones-Computer Campaign, the invitation title and text will
be what your users will see in their quick-task area of their VAN interface when
they log in.
If you would like your callers to have the option of transferring their contacts to
another number, enter the 10 digit number in the “Transfer” field. If a valid num-
ber is entered in the field, your callers will then have the ability to patch their calls
through to that number at the end of their call. If the field is left blank, the patch
through feature will not be enabled.
B. Inputs Tab (phones only
campaign)
VAN will automatically assign
phone key presses, or inputs, for
all the call results of your survey.
Different survey questions and
activist codes are tiered – all
results are entered at the end of
the call, so your callers will enter
[number that best correspond
to the result of question 1] then
[number that best corresponds to
the result of question 2].
The inputs for each result can be
modified. If you begin to modify inputs but wish to return to default inputs, click
on “Regenerate Inputs.”
B. Display Tab (phones and
computer campaign)
Select whether you would like
your callers to have access to the
records of other people in the
household. So if your caller is
trying to reach John Doe and ends
up talking to Jane, that caller can
click over to Jane’s record and fill
out the survey for her.
Select what other information you would like to be displayed to your callers along
with the script, as well as where you would like that information to be displayed.
C. Schedule Tab
Select a start date, end date, and
calling hours. These times will
determine when your callers will
have access to the system to make calls for the campaign.
D. Users Tab
Select the users in your
committee who should be able
to make calls for the campaign.
If you are running a phones-only
campaign, multiple users can use a
single login.
E. Payment Tab
Select the account you would like
the call-campaign to draw minutes
from. You will be forced to create
an account the very first time you
run through the wizard. You can
monitor balances and create new accounts from the Predictive Dialer accounts
page, accessed through the phones services section of VAN’s main menu page.
All minutes used during Predictive Dialer campaigns must be pre-purchased.
However, if your account is running low on minutes during a campaign, you may
purchase/load additional minutes in real time to prevent your callers from being
disconnected from the system.
F. Approval Tab
Review call schedule and terms.
Once you click “Finish,” VAN will set
up your calls and you will be ready to
begin calling.
Step Five: Review Calls
To view your Predictive Dialer campaigns,
click on “Phone Services” from VAN’s main
menu, and then click “Predictive Dialer
Campaigns.”
For each call campaign you can click on the
name of the campaign to pull up a details
page. On the details page you can review
setting for the campaign and also remove or
assign users.
For Phone-only campaigns
You must go to the details page to find the
toll-free call-in number, the agent IDs for
assigned users, and the PIN, which will
allow your volunteers to make calls.
You are also able to generate a printable
script for your phone-only callers.
Additional Notes
• In a VAN phones-computer campaign, each user must have a unique VAN login
username and password.
• Please make test calls at each office before volunteers arrive. Most errors are
easily fixed.
• Predictive calls will start slowly while the system is calculating averages
(average time of calls, average numbers of answering machines vs. live
answer, etc.) Please let you volunteers know that it will be slow for the first
10 to 15 minutes.
• In order to avoid a pause you usually get with a telemarketing call, we do not
give the answering machine filter much time to determine if it is a live person
on the line. As a result, approximately 15% of answering machines will be
passed along to callers, even if you set up the campaign to filter out answering
machines.
If, after reading this guide, you have any questions or require assistance in setting up or implementing a Predictive Dialer campaign, please email VAN Support: