Outbound Calling is a powerful tool to help drive sales to your store daily. To help you use this tool in the most responsible & effective way, here are a few things to keep in mind when it comes to Outbound Calling:

1. Respect Your Customers' Privacy. Through the Outbound Calling tool, you will see specific information about your customers including their phone numbers. Under no circumstances should customer phone numbers, that are displayed within Elevate Marketing, be copied or called outside of the Gryphon dialer. Doing so violates customer privacy and could result in steep fines for your store. To ensure compliance, we will monitor displayed numbers within Elevate Marketing and match these against Gryphon dialer records. Stores that are not compliant with this practice risk having their Outbound Calling module disabled.

2. Respect the Do-Not-Contact Rules. Boost Mobile takes DNC compliance very seriously. This is why if a customer requests to be removed from the calling list based on one of your outbound calls, you MUST follow through and remove this customer from the calling list. There are several ways to do this. Make sure you know the process by reading here.

3. Remember to Disposition Your Calls. Once you complete a call, you must disposition the call. You do this by using your phone to press # and providing one of the numbered reasons you see on your Elevate Marketing screen. You will also choose this same reason in the drop-down menu on your computer screen.

4. Utilize Appointment Scheduling. Appointment scheduling is a great way to make customers feel prioritized when they arrive and strengthen customer loyalty. It is also a great way to control customer foot traffic. Outbound Calling has appointment scheduling built-in and can be used during your calls. Simply disposition the call as "#4 - Set Appointment" and fill in the required fields. Click here to learn more.

5. One Caller Per Location. Because each location is limited to 2 PINs, it is recommended that only 1 person per location make outbound calls at a time. If two callers attempt to use the same location PIN, that PIN will be suspended by Gryphon. Having only one caller at a time prevents PIN suspension.

6. Start a new Gryphon call each time. Each location is assigned two PINs through Gryphon. When you click "Show Number" to call a new customer, one of these PINs are displayed at random. If you are making several calls at once by using the # to end one call, then beginning another, it's possible the PIN on your screen may not be the same as the one you began the call to Gryphon with. This could cause the call to not register properly through the Gryphon system. As a best practice, to avoid reporting errors, make a new call to Gryphon each time you call a customer.

7. Practice Makes Perfect. Review the Outbound Calling Script Guides and practice with your co-workers before making calls. Make sure you are comfortable with your call flow before you dial.

Need help with these best practices or have questions about Outbound Calling on Elevate? Reach out to us by starting a chat 👉or calling us at 877-839-8777.  
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