A "Call Handling Policy" is a set of guidelines and procedures that dictate how outbound calls are managed and conducted in a telemarketing or sales campaign. This policy outlines the specific rules and best practices that agents must follow when making calls to potential customers or clients. The primary purpose of a Call Handling Policy is to ensure efficient, compliant, and customer-centric outbound calling processes.
To create a Call Handling Policy document, navigate to the Profile Icon > Profile & Preferences > TEMPLATES > Call Handling Policy.
Then, click the plus sign (+).
Next, enter the template name/label and start adding the policies. You can use the existing editor or simply copy and paste content from your existing documents.
Add Tags - This allows you to add restrictions by assigning specific tags, which means that the script template is only applicable to the leads with the assigned tags.
Assign To - This allows you to grant the team members, callers, agents, or VAs access to the document.
Click "Submit".