1. About the outbound dialler
Leads on the outbound dialler are sent to us by third-party providers. Note: Third-party providers typically send us leads when a customer consents to receiving marketing. To be compliant with legal guidelines, all leads delivered to Foxtel must have provided consumer consent to marketing prior to being placed on the dialler.
However, leads may need to be removed from the outbound dialler for a variety of reasons. These guidelines provide you with the correct process for coding calls in the outbound dialler. The code that you use to close the call off will determine whether the lead goes back into the dialler, or whether it is removed altogether.
Important: In some cases, once a lead is removed from the dialler, the lead will not enter the dialler again. This means that if the customer is not called back and signed up, we may never get that lead back again.
Top
2. Guidelines
When on the outbound dialler, you must talk about content, STB (Set Top Box) features, ask discovery questions and make a recommendation with an attempted close. In order for a lead to go back into the dialler for the customer to be contacted at another time, the customer must request a call back or indicate that they are busy/at work/can't talk right now. Note: If the customer requests a call back at a specific time and you are not in, are sick or are on an RDO (Rostered Day Off), another Outbound agent will make the call back. You must pass the lad on to another Outbound agent.
Top
3. Checklist Ensure that you are using the correct coding reasons when coding a call (see below table).
Be careful removing leads from the dialler.
If the call drops out during the conversation, code the lead as Sales follow up and call the customer back (if the customer does not answer, you must try again later).
Top
4. Correct coding
Consult the outbound scenarios listed below for information on coding calls in the outbound dialler. If you're unsure of how to code a call, consult your Team Leader. Note: Accuracy is important in coding calls off in the dialler, as this will affect whether the call goes back into the dialler or is removed.
| If... | Then... |
|---|---|
| you make a sale on the call | code the call as Outbound Sale. The number will be removed from the dialler. |
|
the customer:
|
code the call as Not Interested. The number will be removed from the dialler, unless subject to rewash rules (e.g. No Sales, Cohort, Rocklive). |
|
the customer:
|
code the call as No Contact. The number will go back in the dialler. |
| the customer has a previous write-off account that they are not prepared to discuss | code the call as Written Off A/C. The number will be removed from the dialler. |
| the call goes to an answering machine | code the call as Answer Machine. The number will go back in the dialler. |
| the caller advises you that this is the wrong number | try to sell Foxtel, but if unsuccessful, code the call as Wrong Number. The number will be removed from the dialler. |
| the customer is busy and requires a call back at a specific time or the call drops out |
code the call as Sales Follow Up. The number will be removed from the dialler, unless subject to rewash rules. |
| the customer requests to opt-out or be removed from the list | code the call as Do Not Call. The number will be removed from the dialler. |
| the customer is already a Foxtel customer | confirm the customer's details and check in CORE. Code the call as Already Customer. The number will be removed from the dialler. |
| the customer is in a non-serviceable MDU/building/address | code the call as MDU. The number will be removed from the dialler. |