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
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:
You’ll know you’ve successfully toggled to a personal Sheet View if the top and side bars turn black as shown below:
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
3rd message
Disconnected
Use discretion with the Disconnected dispositions to determine if they should be dialed again.