In this, the third part of our introductory series to GeckoTalk, we learn how we can quickly make calls and log their outcomes.
Making and logging calls
GeckoTalk is an incredibly intuitive tool which requires very little training to start making calls and logging their outcomes.
Click on your campaign and go to the Overview tab. Gecko will automatically sort all contacts within your campaign using the Available, In Progress, Scheduled, Succeeded and Excluded boxes. As we want to start making calls to available contacts, click on Available.
From here, depending on how you've set up your campaign, you'll see all of the contacts available to be called. (note: don't panic if you can't see any available contacts. Scroll to the bottom of this article to contact the Gecko success team.)
Click on your first contact. This will take you the Campaigns tab for the student you're about to call. Your agents will see a list of all of the information you've collected on this contact to help them prepare for the call. Once you're ready to proceed, click Start Call in the top right corner to begin preparing for the call.
This opens a call view. You can toggle between the call overview screen and the script you've prepared in the first guide by clicking the Overview or Script tabs. On the Overview tab, you're able to see the student's name, the campaign you're in and add notes for other call agents to read.
The time has come to make our first call! Click Start Call in the call view window. Dialling begins immediately and the view changes to incorporate a mute button and dial-pad button. Switch to the Script tab and begin to work your way through it. Note that you have complete freedom to navigate Gecko whilst you're on your call - no matter where you go or what you click, the call window will remain in the top right corner - allowing you to make notes or end the call at a moments notice.
Once the call is ended, GeckoTalk will default to the Overview tab in the call view. You'll notice that it lists the length of the call, allows you to fill in an Outcome, assign a Do not call status using a toggle (to prevent future agents from calling this contact again) or even add notes on the call which will be stored against the contact you've just spoken to.
Crucially, once the Outcome has been selected, for the call to be logged, your agent will need to click Complete Call. Pressing Abort will return the agent to your call campaign Overview and will not log any information that may have been collected.
Now we can make outbound calls, let's move to the next article, in which we learn how we can easily delegate our available contacts to specific call agents or teams.
Any questions? Feel free to start a live chat with a member of our support team or explore the rest of our academy at your leisure.