Following every outbound call placed through the Overpass dialer, the agent who placed that call is asked to select the appropriate outcome. Understanding how this process works is critical for using Overpass effectively, as these outcomes not only serve as a label for the call, but directly affect how that specific customer will be handled as the campaign progresses.
Prior to launching a campaign, clients need to select which outcomes, or dispositions, their agents will be able to choose from. Naturally, different outcomes can be utilized for different types of campaigns. (For example, the outcome Donated is useful for a fundraising campaign, but would not be relevant for direct sales or appointment-setting.)
Your Overpass workspace begins with a selection of predefined outcomes, but you are also welcome to adjust the wording and/or behavior of those choices, or even add entirely new outcomes of your own design.
Viewing Current Outcomes
To see your currently-available outcomes, click the Settings icon in the upper right of your Overpass workspace, then select the Outcomes option from the left-hand menu:
This page is divided into two sections. The upper portion, Custom Outcomes represents the pool of outcomes which can be changed, renamed, or removed. Newly-created outcomes will appear in this section as well. The lower portion of the page shows Default Outcomes, which cannot be edited or removed, and will be automatically included in all campaigns.
Clicking on any outcome will expand that section to display the specific behavior associated with that choice. For example, clicking the Sale Closed outcome shows the two actions which will follow that selection: the lead is removed from the main calling queue, and then added to a specific list, grouped with other contacts who were marked with the same outcome.
Adding & Editing Outcomes
To add a brand-new outcome, scroll to the bottom of the list, and click the blue Create Outcome button:
To edit an existing outcome, click the light-blue "pencil" icon that corresponds to the current outcome you'd like to change:
Regardless of whether you are modifying or starting from scratch, you'll be presented with five options to determine each outcome's appearance and behavior:
As you'd expect, the Name field simply determines the text label which we will be used to describe this particular result. Please note that when editing an existing outcome, your reports will not update retroactively.
The Type drop-down menu allows you to categorize this outcome in a broad sense.
Successful indicates any type of "win" -- a sale, an appointment set, a donation, etc. (Generally these are final outcomes.)
Ongoing refers to outcomes where the result is not yet determined, and the agent will continue to reach out to this customer. (By definition these are always non-final outcomes.)
Unsuccessful should be used to categorize any result that is definitively a failure from a sales perspective (Not Interested, Wrong Number, etc.) (These are almost always final outcomes.)
The type you select here will not literally impact how this contact is handled, but it will impact the campaign results, which appear on your main dashboard. Choosing accurate types will make your dashboard metrics more accurate and useful.
3. Contact Flow
In contrast to the previous setting, this choice does impact how the contact is handled moving forward -- specifically, will this outcome act as a final outcome, or a non-final outcome?
For non-final outcomes such as No Answer or Left Message, you will want to return that contact to the campaign queue, so that the agent may call them again in the future. For these outcomes, you will also be able to select a minimum time period before that person can be dialed again.
For final outcomes, such as Sale Closed or Not Interested, you should select the second option ("Contact is removed from the campaign queue"), so that those contacts are not dialed again.
4. Add Contact To List (optional)
For some outcomes, you may wish to move that contact, post-call, to a special list, grouped with other contacts by outcome. For instance, you may wish to have all of your Appointment Set outcomes grouped together for convenience. Please note that adding the name to a list does not automatically remove it from the calling queue.
5. Assign to Campaign (optional)
This final option allows you to make sure that the outcome you've just edited or created will be available to agents working on a particular campaign. If you're creating a brand-new outcome, be sure to assign it to any campaigns where it should be used.
Managing Outcomes In Campaigns
You have total control over exactly which outcomes are available in each of your campaigns. This can be especially useful if you have campaigns with different end goals (e.g., one appointment-setting campaign, and another for closing those appointments.)
You'll be able to easily select outcomes when creating or editing a campaign -- just select the options you like on the left side of the Outcomes step in the campaign wizard.
If you need to make changes after the campaign is launched, not to worry -- just click Edit on the campaign and select (or remove) additional options.
In general, we do not recommend deleting outcomes entirely.
You are always able to choose exactly which outcomes are available on each campaign, so if you don't need certain choices, it's better just to remove them on a per-campaign basis, rather than deleting them fully. This is because each outcome name can only be used once per account, so if you delete an outcome and later decide you'd like to recreate it, that name will no longer be available.
However, if you are absolutely positive that you will never need a specific outcome, you may delete it by clicking the red "trash" icon to the right.
Need assistance in configuring your outcomes for best results? Let's chat! Email us at email@example.com or click the blue "chat" icon in the lower corner of this page.