Telemarketing Notes

Users (there are 3 levels):

1. Regular user – doesn’t need any permissions
2. Advanced user – Needs the permission “Telemarketing Advanced User”
3. Admin – Needs the permission “Telemarketing Manager”

Telemarketing User Preferences:

1. Telemarketing Occasion – The user can choose their default occasion

System Preferences (this is not a complete list – these are only the ones that need explanations):

1. Admin Solicitor – The user that you want all the assign to admin prospects to go to.
2. Allow User Change Occ – if you want the telemarketer to be able to change the occasion themselves or not.
3. Apply To Previous Curr Occ Only – When applying payments towards a previous outstanding pledge, show only current occasion pledges or not?
4. Assign to Admin Change Group – when assign a card to admin should prospect group be updated to the reason.
5. Associations Option – Give an association entry option to caller or not.
6. Contact Log type General – The default contact log type when you reach them.
7. Contact log type no communication – The default contact log type when you don’t reach them.
8. Copy Previous Ads Formatted – Should formatting be kept when copying previous ads.
9. Create for me ad status – If they request to create for them an ad what status should the ad be.
10. Dashboard Timeout - When there is no more cards for the telemarketer to call at the moment, after how many seconds of inactivity should it log them out.
11. Default Ad Status
12. Default Ad status copy previous
13. Default CC Payment Method
14. Default Cumulative for Multiple Installments
15. Default Send Via
16. Display Account Notes
17. Display Ads/Reservation History
18. Display Student Info
19. Inactive Card Timeout – amount of seconds in inactive open card should time out
20. Inactive Msg Box Timout – amount of seconds the message box should timeout

If they don't answer you can decide if you want them to go to the bottom of the pile or if you want all the no answers to come back slowly into the "pile" of cards.

1. New vs No answer Ratio - if you don't want all the no answers to come back into the pile at once then put a ratio of how many new prospects versus how many no answers should come into the pile.
2. No Answer Assign task to user - if a solicitor calls and they don't answer or need a call back and you want the same solicitor to call them back set this to true otherwise set it to false.
3. No answer days to postpone - if you set this to 0 the no answers will go on the bottom of the pile. If not you can set the days to postpone to a number of days and then the cards will come back in that amount of days.
4. Not in service Task Assign to User – User to assign the not in service task to, don’t set it and no one will get the task
5. Overview show solicitor progress only – In overview screen of manager login, do you want to show all campaigns work or only users that are linked to staff members?
6. Required Email Address – do you want to prompt for an email address by donate tab
7. Seconds to Next Card
8. Send Envelope Task Assign to User – User to assign the send envelope task to
9. Tel Types to include – when entering contact info (so you don’t have a whole long list)
10. Telemarketing Occasion
11. Use Address Verification

Prospect Status Setup:

You need to setup your prospect statuses by campaigns>>Setup>>Prospect Status Setup. There you have a place to put in a sort of which status types come up first, you also have a check box of “ÏsComplete” which will tell you which statuses are complete statuses ie: Pledged, No interest.

Contact Log Type Setup:

Go to Tools>>Contact Log Type Setup to setup the contact log types. For all types that you want to use in the tm module you need to choose telemarketing from the module.

Permissions:

Along with 2.100 there are separate permissions to be able to view contact logs in the different modules, called: “View Telemarketing Contact Logs”.

The order of how the cards come up is as follows: 

1. It firsts pull up all the cards that were never called

2. Then it pulls based on the prospect status sort

3. The priority on the actual prospect, you can setup this when you are setting the actual prospect, the choice is between 1-5.

4. Then it goes by the target amount, again this is set on the actual prospect.

List Editor:

There are 3 lists to edit for the telemarketing module:

1. tmAssigntoAdmin – This is the list of reasons the telemarketers can choose from to assign the cards to an admin
2. tmGeneralTasks – This is the drop down list of general tasks to choose from, the second column on this list called the lsvInt1 is meant for the user id of the person you want to assign that specific type of task to. It is set like this so you can assign different kinds of tasks to different people.
3. Contact Log Quick Reason – list to add quick reasons for why prospect declined.

Global Merge Fields:

Under each occasion, when you edit the occasion there is an icon on the bottom middle of the screen, if you click on that it is the global merge fields for that occasion which can be edited as follows.

1. Quick Amounts – When you are entering a pledge in the telemarketing module there is a place to enter quick amounts, to setup what amounts you want to have listed there in the Merge Field type “QuickAmounts” and in the Merge Value type the amounts separated by commas.
2. Pledge Filter – You can put the filter ID of which pledges you want to come up in the past history of the donors on the card. Merge Field = “FilterId”, Merge Value = ID of filter (you can create it using a pledge list)
3. Contact Log Filter – Filter Id of the contact logs you want to show in the history. Merge Field = “CntFilterId”, Merge Value = ID of filter.

If they don’t want to filter simply don’t set this up.

1. Ad/Reservations – Either true or false if they want to be able to enter ads and reservations in the module. Default is false. Merge Field = “AdReservation”.

Solicitor Setup

1. When you are adding new solicitors you want to link them to a staff member – if they are not staff in your system create them as a staff member
2. Then on their user account right click and link the user name to the same staff member

This way when they login the system knows which solicitors cards to pull up.

Telemarketing Screens

1. Prospect Assignment – here you can assign prospects to solicitors or user groups which you will create in the next screen, if there is a solicitor assigned to a prospect it will ignore the user group if it is set as well
2. User Group Assignment – assign Users to groups
3. All Tasks Management
4. Prospect Advancement – if the organization uses one occasion of telemarketing for the entire year ie: ”Telemarketing 2018” then at end of the year when they are switching to the new occasion they need to advance all their assigned and open prospects to next occasion.
5. First do all prospects never touched, choose closing status of previous occasion and opening status of new occasion, you can then choose to keep same solicitor or user group or you can enter a new one.
6. Checking copy will copy field from first prospect
7. Get count is to check how many you are advancing
8. Then press advance
9. Prospects in Middle – same steps as before however you have option to keep the original status as the new opening status. For example some prospects will be “follow up” some “No answer” so you want to choose to keep them at the status they were before.