Immediately following every outbound call placed through Overpass, the caller is asked to select the appropriate outcome. Understanding how these outcomes function is important for managing your contacts throughout the course of a campaign.

As a client, you have control over which outcomes will be available to your agents. As an agent, you will be selecting from the options your client has selected already.

Agents are asked to choose an outcome during the Wrap-Up Phase:

Overpass

Selecting the correct outcome of every call is crucial for two reasons:

  1. Clients & admin users can see the result of each individual call, and use that information to make decisions about that potential customer.

  2. The selected outcome automatically determines how that contact is handled as the campaign progresses.

Every call outcome in Overpass can be described as either a final outcome or a non-final outcome. This distinction is based on what happens to the contact after the outcome is selected.


Non-Final Outcomes

Non-final outcomes should be used when the Overpass agent intends to call the same person again in the future. For example, if you dial a number and receive a busy signal, you'll likely want to try that person again later.

There are five non-final outcomes potentially available in Overpass:

  • No Answer

  • Left Message

  • Busy Signal

  • Follow Up

  • Call Disconnected

Anytime a non-final outcome is selected, that specific contact remains in the campaign, but is dropped to the bottom of the calling queue. As you work through the queue, you will eventually reach that same person again, and can make another attempt to dial them.


Non-Final Outcome cycle:

Visual representation of non-final outcomes. A list of names appears in the center, representing the calling queue. As non-final outcomes are selected, a curved arrow shows those contacts being dropped to the bottom of the queue.

Final Outcomes

Final outcomes should be used when the Overpass agent does not intend to call the same person again in the future. After the call, these contacts are removed from the campaign calling queue, and added to a specific list.

Final outcomes represent a variety of situations, and can indicate both positive and negative real-world results. For example, an Incorrect Number result should be removed from the queue, as there's no need to try that number again. On the other hand, Sale Closed is a positive final outcome -- there's no need for the agent to call back, since the deal is complete.


The unsuccessful final outcomes that are available include:

  • Disconnected Number

  • Do-Not-Call Registry

  • Incorrect Number

  • Not Interested

  • Fax/Data/Modem Line

  • Not Qualified

The successful final outcomes that are available include:

  • Qualified

  • Sale Closed

  • Appointment Set

  • Donated

  • Previously Donated

  • Pledged

  • Previously Pledged

  • Requires Supervisor

When a final outcome is selected, that contact is immediately removed from the main queue and added to a specific list. These lists are automatically given a title based on the campaign name and result. For example, if the campaign is entitled "Summer 2021 Promotion" and the Appointment Set outcome is chosen, that contact is added to a list entitled Summer_2021_Promotion_Appointment_Set.

Final Outcome process:

Visual representation of how final outcomes are handled. A list of names appears in the center, representing the calling queue. As final outcomes are selected, additional arrows show those contacts being removed from the queue and moved to separate lists.


"Appointment Set" vs. "Follow Up"

One common misunderstanding relates to the difference between Appointment Set and Follow Up, so it's worth taking a closer look at those two choices.

The Appointment Set outcome is designed for a traditional appointment setter workflow -- meaning that the agent or sales rep makes an initial call to gauge interest, then sets an appointment for a different person (closer, sales manager, etc.) to call back at a later date and close the sale. Because of this, Appointment Set function as a final outcome and results in the contact being removed from the campaign queue. As an agent, you should select Appointment Set when you personally do not plan on calling this person back again.

In contrast, if an agent is simply asked to call back at a different time (but will be making that call themselves), they should instead select the Follow Up outcome, which is a non-final outcome and allows that contact to remain in the queue.


Exceptions to Regular Outcome Behavior

The above descriptions apply to the vast majority of outcomes and interactions, but the following scenarios are exceptions to the norm:

1. Maximum Call Limits

One option that some clients choose to use is a maximum call limit per contact. This setting means that any one person can only be dialed a certain number of times regardless of outcome. For example, if your client has specified a maximum call limit of 5, then after the fifth time that contact is dialed, they will be removed from the campaign, even if a non-final outcome is selected.

2. Additional Numbers Available

Some final outcomes are related to issues with the number itself, such as Disconnected Number and Fax/Modem/Data Line. If there is only one valid phone number present in the contact data, these names will be removed from the queue as expected. However, if an additional number is available, then the primary number is marked as invalid , but the contact remains in the queue so that the additional number can be tried on subsequent attempts.

3. Previously-Scheduled Calls

In addition to selecting the outcome, agents always have the ability to schedule a specific day and time to call a particular contact in the future:

Because contacts can only be dialed if they are still in the campaign queue, Overpass will alert users if a final outcome is selected for a contact that has already been scheduled for a call. If the agent selects Continue, the contact will not be removed from the calling queue, regardless of expected outcome behavior.

Pop-up warning: selecting a final outcome when a call has already been scheduled.

More questions about using, choosing, or selecting outcomes? Just ask! Contact us via the chat window in the lower corner of the site, or email help@overpass.com.

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