Creating an IVR Script for Abandoned Calls

Transcription

1 Cloud Contact Center Software Creating an IVR Script for Abandoned Calls Administrator s Guide June 2014 This document describes how to configure a script that plays an message to customers who were not connected to an agent within two seconds of the end of the greeting. Five9 and the Five9 logo are registered trademarks of Five9 and its subsidiaries in the United States and other countries. Other marks and brands may be claimed as the property of others. The product plans, specifications, and descriptions herein are provided for information only and subject to change without notice, and are provided without warranty of any kind, express or implied. Copyright 2017 Five9, Inc.

2 About Five9 Five9 is the leading provider of cloud contact center software, bringing the power of the cloud to thousands of customers and facilitating more than three billion customer interactions annually. Since 2001, Five9 has led the cloud revolution in contact centers, delivering software to help organizations of every size transition from premise-based software to the cloud. With its extensive expertise, technology, and ecosystem of partners, Five9 delivers secure, reliable, scalable cloud contact center software to help businesses create exceptional customer experiences, increase agent productivity and deliver tangible results. For more information visit Trademarks Five9 Five9 Logo Five9 SoCoCare Five9 Connect ii Creating an IVR Script for Abandoned Calls

3 Creating an IVR Script for Abandoned Calls FCC Regulations About Telemarketing Calls FCC regulations require that telemarketing calls answered by a customer must be connected to an agent within two seconds of the end of the customer s greeting. Otherwise the calls are considered abandoned. Calls answered by the customer s answering machine or dropped by the customer within two seconds of the end of the greeting are not considered abandoned. Businesses cannot abandon more than 3% of all telemarketing calls during a 30-day period for a calling campaign. If a campaign exceeds the 30-day period, the abandonment rate must be calculated separately for each successive 30-day period or portion thereof. For telemarketing cases where the customer was not connected to an agent within two seconds, FCC guideline FCC requires that you play to your customers a recorded message that contains these elements: Identity of the business, entity, or individual on whose behalf the call was made. Statement that the call was for telemarketing purposes. A phone number for call recipients to place their number on the DNC list. A key-press or IVR opt-out option for call recipients to place their number on the DNC list before terminating the call. Important All information herein is provided as is without any warranty, expressed, implied, or otherwise, including as to their legal effect and completeness. This content is provided for guidance and should be applied as necessary to meet your needs and the laws of your state or country. The information and instructions are not a substitute for the advice of your legal counsel. Please consult your legal counsel to ensure that you remain compliant with all FCC, FTC, state, and/or regional telemarketing and other regulations that apply to your company s operations. 1 Creating an IVR Script for Abandoned Calls

4 About This Document About This Document This document describes how to configure for outbound campaigns a script that plays a message to customers when calls are not connected to an agent within two seconds of the end of the greeting. The IVR script performs these functions: Plays an abandoned call prompt. Collects a digit. Adds the call recipient s number to the DNC list. Sets all dispositions in relevant IVR modules to Abandon. Uses a variable to track calls and numbers added to the DNC list. Follow these procedures to modify existing outbound campaigns so that they include the opt-out disposition for abandoned calls: Creating a Variable to Track Calls and Numbers Added to the DNC List Configuring the Outbound Campaign Properties Example Outbound Campaign with DNC Option For detailed instructions, see the Complete Administrator s Guide. Creating a Variable to Track Calls and Numbers Added to the DNC List In the Call Variables folder of the Administrator configuration window, create a variable to contain either a boolean or a string value, for example: isdnc. Set the variable value to True to track which DNIS is added to the DNC list. This example uses a boolean value in a variable called isdnc. The default boolean value is always False. Alternately, you can use a variable with a string or phone data type to hold the DNIS itself. When you use a string in the variable, you must set a default value. Otherwise, the value is Null. Enable Reporting Call Variable (Saved in Database) to include the variable in reports and to track the calls and numbers added to the DNC list. In the Reporting tab, add the Abandon disposition. 2 Creating an IVR Script for Abandoned Calls

5 Add a Get Digits Module Add an IF/ELSE Module Add Two Set Variable Modules Add a Set DNC Module Add a Play Module Add a Hangup Module This figure displays the completed IVR script. 3 Creating an IVR Script for Abandoned Calls

6 Add a Get Digits Module Start your script with the Get Digits module. This module enables customers to press an opt-out digit that you specify so that their phone number is added to your DNC list. 1 In the General tab, set Maximum Number of Digits to 1. 2 In the Prompts tab, add the abandoned call message and option to add the phone number to the DNC list. You may use a recorded prompt, or, as shown in this example, a TTS prompt with the following text or variables representing the information specific to your company: This is <your company s name> calling for telemarketing purposes. Our phone number is <your company s toll-free number>. If you would like to be added to our Do Not Call list, press <your opt-out digit> now. 4 Creating an IVR Script for Abandoned Calls

7 3 In the Disposition tab, select Abandon, and save your changes. Add an IF/ELSE Module The IF/ELSE module processes the opt-out digit entered by the call recipient. For example, if the input from the call recipient is 9, the Set DNC module adds the called number to the DNC list. Otherwise the number is not added to the DNC list. Add an expression in which the value is the digit that customers use, as stated in your prompt in the previous section, to be placed in your DNC list, and save your changes. Example Buffer Equals "9" 5 Creating an IVR Script for Abandoned Calls

8 Add Two Set Variable Modules Connect each branch of the If/Else module to a Set Variable module. In this example, the IF branch is connected to module that sets isdnc to True. The ELSE branch is connected to a module that sets isdnc to FALSE. Add a Set DNC Module This module adds the phone number to the DNC list. Add the module to the IF branch, and select the Call.DNIS variable. 6 Creating an IVR Script for Abandoned Calls

9 Add a Play Module In the Play Module, add a prompt for the call recipient to confirm that the number was added to the DNC list. Set the Disposition to Abandon, and save your changes. Add a Hangup Module At the end of the script, add a Hangup module to the main IVR script, and modify the Hangup module in the lower pane of the script builder. This additional module manages the call if it is dropped before the Get Digits module. 1 Add a Hangup module to the main script. 2 Modify both modules as follows: a To enable the Disposition tab, check Overwrite last module s disposition. 7 Creating an IVR Script for Abandoned Calls

10 Configuring the Outbound Campaign Properties b In the Disposition tab, select Abandon, and save your changes. Configuring the Outbound Campaign Properties Lastly, you need to modify an existing outbound campaign to comply with FCC regulations. Set the Maximum Queue Time In the General tab, set Max Queue Time to 0 1 second. 8 Creating an IVR Script for Abandoned Calls

11 Configuring the Outbound Campaign Properties Set Dialing Options In the Dialing Options tab, set these values: Options Campaign Dialing Modes Abandoned Call Percentage Action on Max Queue Timeout Expiration Description Select Predictive, Power, or Progressive modes. Preview mode gives the call to the agent first so the agent can add the caller to the DNC list. Enable Monitor Dropped Call Percentage and ensure that the slider is set to comply with FCC regulations, for example: 3%. Select the IVR script that you configured. 9 Creating an IVR Script for Abandoned Calls

12 Example Outbound Campaign with DNC Option Example Outbound Campaign with DNC Option Follow these steps to verify that the number dialed is added to your DNC list. 1 Log into your agent application with the skill required for the outbound campaign and set your state to Ready for Calls. 2 In the Administrator application, start the campaign. Each number in your list receives an outbound call. For all abandoned calls, you see these results: All numbers for which you hear the message, press 9, and hear the confirmation prompt that the number was added to the DNC list. If you restart the campaign, or if you reset the list position or other feature, the numbers assigned to the DNC are not called. 3 Validate the results. a In the Administrator configuration window, under Contacts > Search, find the contact. In the column named In DNC, the value is Yes: b Generate the Call Log report. The reporting variable is displayed, and the disposition for the call is Abandon: 10 Creating an IVR Script for Abandoned Calls