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Contact List

  • 1.  Contact List

    Posted 7 days ago

    we load weekly list for agentless dialer on Monday, we have each customer twice so we can call them day before as a reminder call where they can press one and connect to live agent. and they will be called next day for day of. we are looking for capability that if day before customer pressed 1 and placed an order that customer will be removed from day of(Next Day).


    dhavani Kamoh
    Coca-Cola Canada Bottling Limited

  • 2.  RE: Contact List

    Posted 6 days ago

    Can you explain more what the actual end state of this request looks like? You should not need to duplicate entries in a contact list to obtain what you are looking for. You should be able to do this with different policies but a real simple way to do this would be to create a single entry in the contact list for each contact. If the caller pressed 1 and an order was placed you could write back a value to the contact list and then add that value to be excluded from the contact list filter. This way if the contact didn't get all the way through completing the order process you would still call them the next day.

    Also using different wrap up codes at the end of the call may be another way to do this, although this gets a little tough with agentless dialers that deliver calls to agents as the call is no longer associated with the campaign on transfer.

    Other alternate ideas would include adding a DNC table to the campaign and upon order completion you could write a temporary DNC entry for the contact so they would not be called the next day.

    Bottom line is you have a ton of different ways to accomplish this each with their own strengths and weaknesses. If you can provide more details as your ultimate end state maybe we can find the best option all things considered.


    Mark Tatera

    Opinions are my own and not the views of my employer. Any suggestions or programming changes I suggest come with no warranty and should be tried at your own risk.