CallPlus Autodialer CRM Training

CRM Features

The integrated CRM system helps manage customer relationships effectively.

Contact Management:

• Contact Import: Bulk import from CSV, Excel files
• Contact Segmentation: Group contacts by various criteria
• Custom Fields: Add unlimited custom fields
• Contact History: Complete interaction history

Lead Management:

• Lead scoring and qualification
• Automated lead distribution
• Lead nurturing workflows
• Conversion tracking

Creating and Managing Campaigns

Campaign Setup:

1. Navigate to Campaigns → New Campaign
2. Enter campaign name and description
3. Select dialing mode (Predictive/Power/Preview)
4. Upload contact list
5. Configure calling hours and timezone
6. Set up disposition codes
7. Assign agents to campaign

Campaign Settings:

• Dialing Ratio: Number of lines per agent
• Answering Machine Detection: Skip or leave voicemail
• Call Recording: Enable/disable recording
• DNC Management: Automatic DNC list checking

Agent Dashboard

Key Components:

• Status Bar: Available, Break, Lunch, Meeting
• Call Controls: Answer, Hold, Transfer, Conference
• Customer Information: Real-time customer data display
• Script Display: Dynamic call scripts
• Disposition Panel: Call outcome selection

Call Handling Process:

1. Set status to "Available"
2. System automatically connects calls
3. View customer information
4. Follow call script
5. Take notes during call
6. Select appropriate disposition
7. Schedule callbacks if needed

Reports and Analytics

Available Reports:

• Agent Performance Report: Calls handled, talk time, conversion rate
• Campaign Summary: Overall campaign statistics
• Disposition Report: Call outcome analysis
• Call Detail Records: Complete call logs
• Real-time Dashboard: Live monitoring

Key Metrics:

• Average Handle Time (AHT)
• First Call Resolution (FCR)
• Conversion Rate
• Contact Rate
• Agent Utilization

Best Practices

Campaign Optimization:

• Test different calling times
• Segment your contact lists
• A/B test scripts
• Monitor and adjust dialing ratios
• Regular data cleansing

Agent Best Practices:

• Maintain professional tone
• Active listening
• Accurate disposition selection
• Timely follow-ups
• Continuous learning

Compliance Guidelines:

• Respect calling hours regulations
• Maintain DNC lists
• Obtain necessary consents
• Proper call recording disclosure