Preparing to Call
STEP 1: Hover over the CRM menu, and click Outbound Calling.
STEP 2: Select the store you would like to make calls for.
STEP 3: Select the call group you'd like to use by clicking 'View Customers' under the group.
STEP 4: Click 'Call' next to the customer you would like to call.
STEP 5: The next screen will display the customer's information and allow you to place your call. You can also listen to the voicemail associated with the missed call, or edit the customer's information from this screen.
Below the customer information, you will see where you can change your call script, if desired. Your call script will be displayed in the box below.
Underneath the script, you will see the customer notes section and the customer call history.
Placing a Call
STEP 1: When you're ready, click the red 'Call' button to start your call to the customer.
A box will appear with your store phone number.
If you'd like to place the call from your store phone, click 'Call'
If you'd like to place the call from another phone, change the number to the phone number of where you'd like to place the call, then click 'Call'
STEP 2: Your chosen phone will ring. Answer the phone and you will hear it start ringing out to the customer.
On your screen, in place of the red box, you will see a yellow box that starts recording the call duration.
STEP 3: When you are finished your call, hang up. This will disconnect the call and prompt you to record the outcome of your call on your screen.
Recording the Call Outcome
When your call has concluded, you must choose an outcome for the call. There are two options: Resolved and Unresolved.
If you mark a call as Resolved, this will remove the customer from the calling list. If you choose Unresolved, the customer will remain on the calling list for further resolution.
Taking Notes
At any time before, during, or after your call you can record notes in the notes box. Type your note in the text box and click 'Add'
You can add multiple notes if you'd like, but you cannot edit notes that have been already added.
Need more help making outbound calls, or have a question? Check out our Encompass Calling FAQ, Encompass Calling library, or contact us here.