The purpose of this article is to provide you with everything you need to clearly outline your desired workflows for Dispositioning calls, as well as for defining the types of Campaigns you plan to utilize. This guide is intended to be used in conjunction with your Disposition and Campaigns Worksheet and will help fill in the blanks regarding how to complete your template.
DialSource Specific Terminology
- Dispositions: Post-call automated workflows which are customizable to fit each company’s specific sales process. Selecting a disposition will log the call, take any relevant actions, and can then send the user on to the next record on the call list
- DialSource Campaigns: Call lists (e.g., Leads, Contacts or Accounts) created from dynamic salesforce reports from which your sales representatives can call
What are Dispositions?
When thinking about what type of Dispositions your organization may need, it can be helpful to think about the possible outcomes of a sales call. Typically, starting with the basics and working toward the more complex workflows is easiest. To help get you started, here are a few common Dispositions:
- Left Voicemail
- Contacted: Interested
- Contacted: Not Interested
- Callback in X Days
Let’s Create Some Dispositions!
As mentioned earlier, each Disposition can have some automated actions associated. These include Desired Outcome, Recycle Time, Additional Field Updates and Automation Actions. We’ll go through each of these in more detail below.
The Disposition Name will be displayed on the call panel (left of screen). The name should be short (approximately 25 characters) and descriptive.
The Desired Outcome can be defined as your intended result of the call. Think of this as a verbal summary of what should happen in a given situation. It may be helpful to start with this section and work from there. Below are a couple of examples of possible call outcomes:
- Left Voicemail - Agent called lead, was not able to connect and left a message for the lead
- Contacted: Interested - Agent connected with the lead and determined that they are interested in Product X.
Typically, you won’t want the same record popping up on your call list over and over. The Recycle Time is what prevents this scenario from happening. That does not necessarily mean you will see a specific record again as soon as the given time elapses (there are several other factors that play into this, including Recycle Time on the previously used Disposition, Do Not Call on the record, Report Criteria used to create the Campaign, etc.). However, all other factors being equal, Recycle Time will determine how long DialSource will wait before it would feed that the same record into the campaign again. Sticking with the example of Left Voicemail, if the Recycle Time is set for 24 hours, the record would again be available to be called the following day.
Note: DialSource has a System Default (or Global) Recycle Time which will be applied if no other Recycle Logic is applied through the Disposition. Typically, the Global Recycle Time is 18 hours. However, this can be configured by your Implementation Engineer to best fit your business processes.
Additional Field Updates:
We’ll take care of updating the standard DialSource fields for you. But the fun doesn’t have to stop there! We can update any field in your Salesforce org, based upon the Disposition (Note: this requires a relationship to the Object upon which you are calling so we can use that as a trigger). So, let’s say you select the Disposition for "Connected: Interested". In this case, what would you want updated? Some examples may include:
- Status = Interested
- Rating = Hot Lead
- Owner = Current User
Not only can we update any fields you need, we can also help you automate your follow-up items. For instance, if you leave a voicemail for a lead, you may also want to send a Follow-up Email. Or, in the case of "Contacted: Interested", the automation might look something like this:
- Assign a Follow-up Task for 7 days from call date
- Send out email template with product info
- Assign ownership of record to current user.
Now let’s put it all together. A full Disposition on the Worksheet should look something like this:
What are Campaigns?
When thinking about what type of Campaigns your organization may need, it can be helpful to think about the possible lists of Accounts, Contacts, Leads, etc., from which you will want to build lists. Starting with the basics and working toward more complex lists is generally easiest. To help get you started, here are a few common Campaigns:
- Web Leads: Rep X
- Accounts Not Touched in X Days
- Accounts with Upcoming Renewals
Campaigns can be created based on any field in Salesforce. Because of their flexibility, it’s helpful to begin outlining what Record/Object Type you’ll be calling upon, as well as the Source Report Criteria.
The Campaign Name will display in the left panel, similar to the Disposition Name. The name should be short (approximately 25 characters) and descriptive.
Note: It can be very helpful to mirror the Report Name which is used to build the campaign.
The Record Type can be different per Campaign, but should match the type of list you intend to generate. For instance:
- Web Leads – typically based on the Lead Object
- Accounts Not Touched in X Days – usually this would be the Account Object
Source Report Criteria:
One of the most flexible elements of DialSource is that your Campaigns are only limited by your Salesforce reporting capabilities (which is usually not very limited). As part of your implementation, we’ll assist you in creating some reports on which to base the Campaigns you define here. Let’s take the Web Lead example. Here’s what the Source Report Criteria might look like:
- Lead Owner = Rep X
- Lead Source = Website
- Last Disposition != (not equal to) Do Not Call, Not Interested, Closed Won
- Lead Status != (not equal to) DQ, Not Interested, CB Next FQ, etc.
A full Campaign on the Worksheet should look something like this:
Now that you’re an expert on Dispositions and Campaigns, please download and save the Disposition and Campaigns Worksheet below if you have not already done so. This will need to be completed and returned to our Customer Success team via email prior to your first Configuration Call.
We’re excited to help ensure you get the most value out of your investment in DialSource! If you have any questions, feel free to reach out to your knowledgeable DialSource CSM.