Telerecruiting

Creating, managing and executing phone campaigns can be done in Enrollment Manager using Advanced Find, Quick Campaigns and Queues. The basic steps to create a phone campaign are as follows:  
  1. Define your audience
  2. Create phone calls using Quick Campaigns
  3. Assign phone calls to a Queue
  4. Have callers draw from the Queue and complete the calls, OR
    Have callers reassign the calls to their personal Queues and complete the calls.
Define your audience

Find the Person records whom you wish to have called. You can do so by using Advanced Find or by creating and populating an Outreach List.

Create phone calls using Quick Campaigns

You can initiate the Quick Campaign process from several different points in the application:
  • If you are in the Person area: Select your Advanced Find view. Select at least one Person. Click the Add tab and click Create Quick Campaign. Indicate if you want to include 'Selected Records', 'All records on Current Page' or 'All Records on All Pages'. Follow the wizard for Quick Campaigns.
  • If you have run an Advanced Find and are displaying the results: Select at least one Person. Click the icon on the top ribbon for Quick Campaign. Indicate if you want to include Selected Records, All records on Current Page or All Records on All Pages. Follow the wizard for Quick Campaigns.
  • If you have an Outreach List open: Go to the Add tab and select Create Quick Campaign. Follow the wizard for Quick Campaigns. If you are in the general Outreach List area: Select an Outreach List. Click the icon on the top ribbon for Create Quick Campaign. Follow the wizard for Quick Campaigns.
  • If you are in the general Outreach List area: Select an Outreach List. Click the icon on the top ribbon for Create Quick Campaign. Follow the wizard for Quick Campaigns.
Assign phone calls to a Queue

The easiest way to assign calls to a Queue is to do so during the creation of the Quick Campaign. However, you can also do so retroactively by finding the calls (Advanced Find), selecting them and using the 'Add to Queue' function.

Once you’ve assigned the calls to a Queue you are ready to have your callers draw from the Queue, make and complete the phone calls. Callers will need to have an Enrollment Manager user account with full access or restricted access permissions.

Have callers draw from a single Queue and complete the calls
Once is logged into Enrollment Manager, callers should go to Workplace and Queues. From the dropdowns, select Queue Items = 'Items Available to Work On' and Queue = [the Queue  where the calls were placed].
Callers can select a call in several ways, but here is one of the more straightforward:
  • Click the box next to the call and select ‘Queue Item details’. Add name to the Worked By field. Save, but don't close.
  • Click on the Activity in the Queue Item Box. The Phone Call Activity will open.
  • Make the call.
  • When the call has been completed, check, fill-in or modify the following fields:
Sender - This should be the person who made the call
Description - This should hold any notes from the call
Phone Call result - The values in this field refer to the outcome of the call.
  • Click 'Mark as Complete'. Save and close the Queue Item.
  • Return to the Queue. Click the box next to another call and repeat the steps.
Have callers reassign the calls to their personal Queues and complete the calls.
Once logged into Enrollment Manager, callers should go to Workplace and Queues. From the dropdowns, select Queue Items = 'Items Available to Work On' and Queue = [the Queue where the calls were placed]
Callers can move calls to another Queue in several ways, but here is one of the more straightforward:
  • Click the box next to the call (or calls) and select Routing.
  • Choose the option to 'Add the selected items to the following queue' and find your personal queue.
  • Choose the option to 'Assign the items to the following user or teams' and find your user account.
  • Click okay. The items will move to your personal Queue.
To work on items in a personal queue:
  • Change the dropdowns to be Queue Items = 'Items available to work on', Queue = [your personal queue].
  • Open the Phone Call activity
  • Make the call.
  • When the call has been completed, check, fill-in or modify the following fields:
Sender - This should be the person who made the call
Description - This should hold any notes from the call
Phone Call result - The values in this field refer to the outcome of the call.
  • Click 'Mark as Complete'. This will take the call out of your personal Queue (and any other Queue) and post the Activity as closed on the Person record.
  • Return to the personal Queue. Click the box next to another call and repeat the steps.
  • If a user is not able to complete all the calls in the personal Queue, they can reassign the calls back to the original Queue.
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Tina Bishop,
Jul 2, 2012, 8:21 AM
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