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When our customers wanted a way to get better response and engagement rates from their call center campaigns, we had just the solution: Adding text from call center functionality to our calling campaigns.
How does it help you?
Send relevant follow-ups
Increase the effectiveness of your calling campaign by allowing call center agents to send relevant text message follow-ups during or after a phone call. Sending a quick summary of your phone call or a link to a donation form is now easy. This small step can make a big difference in boosting customer satisfaction.
Reach out to contacts if they miss your call
When you have time-sensitive campaigns – like political campaigns or fundraising drives – and tons of contacts to reach, efficiency is key. This update allows you to send an automated text from call center message to contacts, explaining why they were called – all in real time.
Increase your engagement rates.
A lot of people simply don’t like taking calls from unknown phone numbers. A short and to-the-point text from call center can provoke interest and convince them to pick up your next call – improving both agent performace and campaign success.
Expand your contact data
Agents can obtain and save your contact’s mobile number on a call, along with asking them for an opt-in to receive text from call center. For compliance, opt-outs are handled seamlessly to respect user references and maintain trust. This also supports the quality assurance by ensuring the correct contact details are captured and updated.
Continue the conversation on a different channel
Some contacts will be busy or might not want to talk over a call. Send those people a text from call center so you can continue the conversation.
Text from call center: How does it work?
You have two options when it comes to sending text messages during a call center campaign:
1. Allow agents to send a text during or after a call.
Send additional information over a text message to reinforce the purpose of your call, or to have your contacts take an action, for example, details about an event, a link to a donation form, or a link to schedule a product demo. These messages go straight to your contact’s mobile phone, helping drive faster response and also improves agent performance through more effective call center conversations.
2. Send a text to people who haven’t picked up a call.
When agents set the specified call disposition, a text is sent out to the contact who hasn’t answered the call. This ensures no lead is lost and gives your team members a way to maintain engagement, even without a live conversation.
How do you start using text from call center campaign?
As the campaign manager, you can enable text messages in the Call Center campaign creation screen:
Once enabled, you can add text message templates for your agents to send out during or after a call or that will be automatically sent out when agents set a call disposition. Agents can even create custom templates of their own based on their conversation with the contact.
You can manage replies to these texts from the campaign dashboard:
Monitor your campaign outreach rate with data on text messages sent and received in the campaign’s overview tab.
Ready to make the most of your calling campaigns with text messages? Try it out today.
If you don’t have an account with CallHub yet, you can get one here.
