Outbound Call Procedures

General Procedures

• Only make one attempt per day.

• Only three attempts should be made total.

• On the third attempt, state in the message that this is our third attempt and final attempt to reach the participant and that we hope to hear back from them. Stating it’s the final attempt will increase likelihood they’ll call back.

• Only dial out if at least one other agent is available. The address book is no longer available so we must communicate with each other via chat to see if at least one other is available.

• A message should always be left when possible.

• Give your harness number for pending callbacks for inbound enrollments.

• Also, leave your harness number on outbound messages.

• Remember to always capture the appropriate customer information depending on the call type.
  
  

Five9 Lead Procedures

• When an outbound campaign is loaded into Five9, toggling to “Ready” will immediately push you to “In Preview” status to dial a lead.

• You are unable to receive an IB call from the regular IB queue or to your harness number while in the “In Preview” status.

• The only way you can receive an IB call from the IB queue or to your harness is if a caller is already on hold the moment you toggle to Ready status.

• Letting the 2 min timer run on outbounds may ultimately cause IB calls to go to the backup queue at which point some callers opt out who would have enrolled had we answered.

• Therefore, it is important to quickly work through outbound leads and only stay In Preview for a few seconds.

• Letting the clock run completely through the 2 min timer will disposition the call as “Declined” and place you in an unproductive status. When going available again, the same lead will likely circulate.

• Be mindful that any disposition other than No Answer or Left Message will remove the task from being circulated again so if there is still potential, you should manage via Book of Business. Even “Disconnected” will remove it so use discretion as to whether there is still potential. If so, jot the name and number to try again later.

• If a lead recirculates which has already been dialed earlier in the day, click the green “End Interaction” button in the upper right corner.

• Click Here for Steward Outbound Campaign specific procedures.

Shared Sheet Procedures

• Click Here to access the outbound sheet.

• Toggle the date and the disposition for each outbound attempt.

• Add notes to the General Notes column

• Exercise shared sheet etiquette - When sharing sheets, each individual has the potential to accidentally sabotage the data for other users.

  • Please do not change any fields other than the specific cells your are assigned to manage.

  • Be mindful that sorting and filtering sorts and filters for all other users unless you toggle to a personalized Sheet View by clicking “View” followed by “New” as shown below:
    
    

    Open

    

    
    You’ll know you’ve successfully toggled to a personal Sheet View if the top and side bars turn black as shown below:
    
    

    Open

    

    
    Click Here for a short tutorial on this topic.
    
    

Dispositions

Still has Potential

The following dispositions should still have potential and be tried again:

• No answer – Continued ringing

  • No answer – Voice box full

  • No answer - No option to leave message

  • Already dialed today

  • Left Message

  • Number not in service

  • Dead air

Book of Business

The following dispositions may still have potential but are typically no longer worked through the Five9 or Shared Sheets and are transferred to your Outlook calendar/Book of Business:

• Scheduled Appt

• Mailer Request – Guide (assuming appt was also agreed to)

• Mailer Request - Kit (assuming appt was also agreed to)

• Interested but not ready to purchase (assuming appt was also agreed to)

No Potential

The following dispositions are typically considered to no longer have potential and should no longer be dialed:

• Not accepting calls from this number

• Wrong number

• Ineligible - No Part A or Part B

• Ineligible - Not in Service Area

• Deceased

• Ineligible - Other

• Remove from Mailer List

• Not Interested – Benefits

• Not Interested – Network

• Not interested - Plan too new

• Union/Employer Coverage

• In Home Visit Request

• Webinar

• Seminar

• 3^rd message

Disconnected

Use discretion with the Disconnected dispositions to determine if they should be dialed again.