Hi all,
We've been testing a program of outbound calling, in which I choose who I want called based on lists and promote a source for each campaign (eg "we are calling during April to remind current members to come see the Pirates exhibit" or whatever). We then call as many people as we can, track who we reach vs who we don't, and I can report on outcomes after the fact (eg are the attendance rates or renewal rates higher in the group we called than in those we didn't have time to get to). I have a tracking question about this. Right now we do it all via the promotion - when a rep makes a call, they either do a sale (in which case they use the source number in the transaction and it's very straightforward), or they manually select a promotion response such as "left message," "Spoke to patron," or "bad phone," etc. After the fact, those details responses allow me to tell who we talked to and who we didn't.
This has worked beautifully so far, but we have recently realized that we'd love to know which caller assigned each promotion response, so we can keep an eye on individual performance. Obviously we can use the solicitor to track this on actual sales, but the nature of these calls is such that most do not have a direct transaction in response to the call. Does anyone know if there is a table in the system that is tracking who assigned the promotion response, so that I could request a report that would pull on that data? Or, if not, is there a better way to track these calls that would allow for more of that kind of information?
Thanks!
Beth
Hi Beth,
That is an interesting question. I ran a trace when updating that field and it looks like it only updates response and response_dt on t_promotion and the last_activity_dt on t_customer. I don't see the user information being stored anywhere useful.