Proactively reach out to prospects and customers by running omnichannel outbound voice campaigns that contact lists of leads in accordance with different strategies, thus helping businesses streamline their sales processes, improve customer relationships, and drive revenue growth.

The goal of voice campaign monitoring is to improve the ROI of the campaign by identifying areas that need improvement and making adjustments to increase conversions and customer engagement. It is an important aspect of any voice-based sales & service strategy and can help businesses reach their target audience more effectively.

Business Benefits

• Improved customer experience: Voice campaign monitoring enables call centers to identify areas where their customer service may be lacking, such as long wait times, unclear messaging, or rude agents. This allows them to make necessary improvements to create a more positive customer experience 

• Enhanced agent performance: By analyzing agent interactions with customers, voice campaign monitoring can identify areas where agents may need additional training or coaching. This can help agents provide more effective and efficient service, leading to higher customer satisfaction and improved performance metrics. 

• Increased efficiency: Voice campaign monitoring can help call centers identify areas where they may be wasting time or resources, such as by providing overly lengthy scripts or inefficient call routing procedures. By streamlining these processes, call centers can operate more efficiently and reduce costs. 

• Compliance adherence: Voice campaign monitoring can help call centers ensure that agents are complying with relevant regulations and internal policies. This can help them avoid costly fines or legal issues and maintain a positive reputation. 

• Better decision-making: Voice campaign monitoring can provide call center managers with valuable insights into customer needs and preferences, as well as agent performance. This information can help them make data-driven decisions to improve operations and better meet customer needs.

Use Cases 

• Create personalized voice campaigns that are tailored to the needs and segments of their customers based on factors such as past purchase history, website browsing behavior, demographic data, and more. 

• Live monitor and manage campaigns Collaborate with agents to increase call connectivity and sales to enhance revenue. Get proactive alerts to enable Campaign Managers to take immediate mitigation steps. 

• Real-time analytics and reporting to help businesses track the performance of their voice campaigns and optimize them for better results. 

• Campaign Managers can audit and evaluate individual agent activity to identify agents' areas of strength and weakness. Based on the analysis supervisor can assign relevant courses, 1-1 coach agent and further track the agent's progress on lagging metrics. The continuous iterations of this will make agents top performers. 

• Edit and Add Skills of agents on the go based on influx of the case traffic and the leads available for dialing. 

• Continuously listen to live calls of newly onboarded agents and coach them by whispering instructions in live call. Campaign Managers can also monitor cases with high AHT to ensure that less cases are waiting in the backlog and can further instruct agents by whisper feature to wrap the cases early in peak hours. 

• Further guide decisions for better queue and campaign management by collaborating with agents using chat and announcements.

Examples 

• One major telecommunications company implemented voice campaign management to optimize its outbound calling campaigns. By analyzing call data and optimizing call routing, they were able to reduce wait times and increase customer satisfaction, leading to a 10% increase in sales and a 20% increase in customer retention. 

• A major healthcare provider implemented voice campaign management to improve its outbound calling campaigns to reach out to patients for follow-up appointments, surveys, and other healthcare services. By analyzing patient data and call routing, they were able to improve patient engagement and reduce missed appointments, leading to increased patient satisfaction and better health outcomes. 

• A major financial services company implemented voice campaign management to optimize its outbound calling campaigns for debt collection. By analyzing customer interactions and optimizing call routing, they were able to reduce the number of delinquent accounts and increase revenue recovery, leading to a 25% increase in revenue. 

• A major retail company implemented voice campaign management to optimize its outbound calling campaigns for customer service inquiries. By analyzing customer interactions and optimizing call routing, they were able to improve customer experience and reduce wait times, leading to increased customer loyalty and retention. 

Walkthrough of Sprinklr Voice Campaign Monitoring (Supervisor Care) 

Track all the voice campaigns in a single view. Sprinklr's voice campaign management can help ensure high conversion rates through targeted outreach. Create a customized campaign with efficient dialer algorithms to ensure high productivity. 

Voice campaigns contain a high level of customizability regarding how the customer can be reached, how often they must be called in a certain period, in which order the calls need to take place, etc. The campaign managers have access to the entire record page to monitor the performance of the campaigns. 

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Sprinklr ensures effortless campaign monitoring with its user-friendly interface. Right in the persona's left sidebar, users will find an icon that grants them instant access to the campaign monitoring screen. Once inside, campaigns shared with the user are presented in an organised manner, available in both a clear table format or an aesthetically pleasing tile layout. Users can delve deeper into individual campaigns to extract detailed information about the agents and segments connected to them. With live metrics, such as number of calls done, live calls, available agents, AHT, etc., available at a glance, users can assess the current performance and health of each campaign, empowering them to make real-time decisions and optimizations.

Campaign Monitoring Screen 

To access the campaign monitoring screen, click on Campaign Monitoring on the left hand bar as depicted below:  

From this screen, the supervisor can see the progress of all campaigns along with performance of the agents assigned to said campaign(s).

The Supervisor’s home page is a unified place where you can view the agents' performance, the status of escalated tickets, team status, warning dashboards, etc., in a single view. With this, the supervisor can easily locate the issues and take instant mitigation steps. 

 
The Campaign Manager can monitor multiple campaigns at once - the campaign cards present on the left prevent supervisors from ignoring the health of other campaigns while drilling down in a particular campaign. These drill down options include Voice Campaign summary, Agent Status & State metrics and Agent metrics table  

Voice Campaign summary 

This widget enables supervisors to gauge the overall team performance and analyze essential metrics such as new cases, unassigned cases, case response SLA, first response time, etc., and aid supervisors in making significant business decisions and keeping track of the team's performance efficiently. For the Voice Campaign summary you can see the following parameters monitored:  

• Dialed Calls - Total number of calls dialed by agents assigned to the particular campaign.  

• Not Connected Calls - Specifies the number of calls where customers and agents did not get connected. 

• Abandoned % - Specifies the % of abandoned calls i.e. customer connected by agent did not join. 

• Live Calls - Specifies the number of calls agents are currently connected to. 

• Connected Calls - Specifies the number of calls where customers and agents got connected. 

• Connectivity % - Specifies the percentage of connected calls.

• AHT - Average Handling Time

• In Flight Calls- Number of calls being dialed at any given moment.

Agent Status & State  

This widget will assist supervisors to track the availability status of their team members - whether the agent is working on a case, waiting to start working on the case, busy, or unavailable. 

• Agent Status - Shows the aggregate summary of the agent's availability status, such as Available, Unavailable, Lunch, Tea break, Connection issue, etc. This value comes based on the defined values of the User Availability Status Custom Field. 

• Agent State - Shows the aggregate summary of agents' current states such as Logged Out, Idle, Working on a Case, etc. It helps you understand the live activity performed by the agent.

Agents 

A consolidated view of each team member's name, their availability status, and their average  handling time for each case in the past 24 hours, and more. 

The table is very similar in functionality to the Queues and Agent Console in the platform. 

Functionalities within the Console 

Date Range  

Get all the campaign data over custom date and time range from the icon on the top right hand corner of the console, to the left of the three dots.  

Manage Columns for Campaign Cards 

From the Manage Columns option present in the top right corner of the Campaign Monitoring cards line, supervisors can add agent monitoring metrics and attributes to customize the dashboard. 

• Not Connected Calls (Live): #1 - #2 

• Connectivity % (Live): #2 / #1 

• Abandoned % (Live): [(Call States: Agent not Connected and Customer Connected till now) / All Picked Calls by Customers till now] 

• In Flight Calls (Live): Picked + Dialing + Live 

Manage Columns in Drilled-Down View

Add or remove columns from a range of 850+ choices of datapoints displaying agent performance by clicking on the 3 dots to the top right-hand corner of the console.  

Changes in filters of the top pane of drilled down view will be applied to all campaigns.  

Add Filters

To get custom data and drill down further into different user groups in campaigns, click the Add filter button on the top pane (also campaign agnostic) : 

​Listen, Whisper, and Barge In

• Listen 

Listening helps the supervisor to get the contextual clarity about the conversation between the agent and the customer. Listening on a call means that neither the agent nor the customer is aware of the supervisor listening in on the call. Listening in a non-voice case means opening the case conversation view and from there, the supervisor can add notes (whisper) or barge in (reply). 

• Whisper 

For Voice: When an agent is on a call, the supervisor can whisper to the agent. Whispering entails speaking to the agent where only the agent can hear that and not the customer. The supervisor can give suggestions while listening to the call or the supervisor can whisper without listening to the call and let the agent know about something that is not related to the current call, like “You are lagging behind your quota for today”. 

For Digital: Whispering in digital is the same as adding notes in case collaboration widget. 

• Barge In 

The supervisor can directly barge in on a call, which means that the supervisor joins the “conference call” with the customer and the agent. Supervisor does this action to take control of the conversation when the agent is not able to clarify the customer query. 

Change Agents Login and Current Status

The Supervisor has the autonomy to change the User Current Status and Login Current status. 

Agent Actions 

Hover over the Options icon next to agent's name and choose the desired action. 

Logout 

Select to logout the agent. 

Export Agent Performance

You can export the Agent Activity report by clicking the Export icon in the top right corner of the Activity pane and download the export report in Excel or CSV format. You need to choose the desired timeline to view the Agent activity. The Supervisor will receive a notification once the agent activity report has been exported in Excel or CSV format. Besides that, the case numbers for all the activities related to cases will be displayed in export. 

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​To Edit/Add Skills 

The supervisor can add a skill, increase or decrease the proficiency level of the skill or delete the skill of the agent. Based on the supervisor’s action, only the cases which map to agents skills will be assigned to the agent. 

Refresh 

Click the Refresh icon in the top right corner to view the new changes on the Agents page, if any. 

Sort By 

Click the Sort By icon in the top right corner to sort the dashboard by a specific column, in ascending or descending order. 

Sorting and Aggregation

On the right hand side of each column within the agent table is a drop down menu, as shown below. Campaign managers can filter agent data based on the metrics (discussed in table below). 

Conclusion 

By analyzing customer interactions and agent performance, businesses can: 

• Improve customer experience 

• Enhance agent performance 

• Increase efficiency 

• Ensure compliance 

• Make better data-driven decisions 

• Avoid costly fines or legal issues and maintain a positive reputation

Overall, the use of voice campaign management for outbound call centers can provide businesses with a competitive edge thereby driving long-term success which lead to positive business outcomes.