I need to create a data management solution for outbound dialing campaigns within my call center. I only have one rep using it at a time (although I would like to create a solution that enables multiple users, assuming it does no substantially increase the complexity to build).
I want the rep to have a form, they click next record and it pulls in the Name/phone#/etc for contact from a worksheet. They disposition the call results (see below) and then can save the updates and retrieve next record. Note: Multiple call attempts are made for some contacts, so i will need to save each time a call attempt is made and display that in the form. Note: although we have a dialer, i am not attempting to tie this solution to the dialer.
Example of dispositions:
Call Attempt - No answer, spoke to Agent, left VM, bad #, etc
Conact results - Not interested, will review on own, placed order, etc
No interest calls carry another level of disposition to capture reason of no interest (i.e. No ROI, lack of Corp dollars, etc.)
Placed order calls carry another level of dispositions (# of quarters ordered, Qty per Quarter,etc)
Any and all help/resources offered is GREATLY appreciated. I currently have a spreadsheet that I created to do all of the above, but it is a monster and very clunky, so I figured it's time I work on improving my knowledge of advanced Excel features.
I want the rep to have a form, they click next record and it pulls in the Name/phone#/etc for contact from a worksheet. They disposition the call results (see below) and then can save the updates and retrieve next record. Note: Multiple call attempts are made for some contacts, so i will need to save each time a call attempt is made and display that in the form. Note: although we have a dialer, i am not attempting to tie this solution to the dialer.
Example of dispositions:
Call Attempt - No answer, spoke to Agent, left VM, bad #, etc
Conact results - Not interested, will review on own, placed order, etc
No interest calls carry another level of disposition to capture reason of no interest (i.e. No ROI, lack of Corp dollars, etc.)
Placed order calls carry another level of dispositions (# of quarters ordered, Qty per Quarter,etc)
Any and all help/resources offered is GREATLY appreciated. I currently have a spreadsheet that I created to do all of the above, but it is a monster and very clunky, so I figured it's time I work on improving my knowledge of advanced Excel features.
