Want to learn more about Outbound Calling through Boost Elevate Marketing? Here are our most frequently asked questions & answers!
Q: What is Outbound Calling & how can it help my store?
A: Outbound Calling is a module that can be enabled within Elevate Marketing that provides your store a Boost Mobile approved tool to call customers. These calls can help your sales associates drive traffic on slow days and increase 3MR. For more on this, click here.
Q: How does the Outbound Calling tool work?
A: Click here for a detailed description on how the tool works.
Q: Who can make an Outbound Call?
A: Any associate who is a user of Elevate Marketing can make an Outbound Call. For more information on user roles within Elevate Marketing, click here.
Q: How can I enable the Outbound Calling module for my store(s)?
A: First, you must meet all requirements to enable the module. You can find the full list here. Once all requirements are met, you can call 877-839-8777 to request the module be enabled.
Q: What does it mean to "Disposition" a call and why do I need to do this?
A: In short, a call disposition labels the outcome of a call. When you finish a call with a customer, you will be asked to choose the outcome of that call from a number of options. This reporting is used to see whether calls are effective and helps improve how you make calls over time. To learn more about call dispositions, click here.
Q: Can I edit a disposition after the call if I enter it wrong or forget to enter it on the screen? A: Yes, but only Account Owners can make these edits. Account Owners can edit dispositions by clicking the pencil icon at the far right column of the Call Manager report under Actions.
Q: Even though I am making all calls through Gryphon, the reporting is showing the calls were not made through the system. Why?
A: 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. For more information on PINs, click here.
Q: The customer I am speaking to has asked me to remove them from my list. What do I do?
A: If a customer asks to be removed from your list, you must add this customer remove this customer by following Boost's Do-Not-Contact guidelines. For an overview of how to remove a customer, click here.
Q: What is the difference between “Leads Displayed on Screen” and “Total Calls”?
Your total calls are ONLY calls made and dispositioned through the Gryphon dialer using the proper outbound calling process. Leads Displayed on Screen is the number of phone numbers revealed on the Elevate Marketing Call Manager, when you click “Show Number” and the script is revealed along with the full number.
Q: Are there any tips for training my staff on how to make outbound calls?
A: Yes, we have some best practices we suggest when getting your staff ready to make calls including, but not limited to:
Q: Can I book in-store appointments for customers through Outbound Calling?
A: Yes, the Appointment Scheduling Tool is available with the Outbound Calling module. You can read more about it here and how it can help your stores today.
Q: Do you have Spanish scripts so I can call customers whose preferred language is Spanish?
A: Yes, we have calling scripts formatted in Spanish. Use can use the language selector on the Elevate Marketing call screen while making a call to change the language. Click here to learn more.
Q: Is there a way to filter my customer call lists or group them by certain attributes?
A: The call manager in the outbound calling module can filter your list and group them by a few different attributes. Learn more about the call manager, calling groups, and the call lists here.
Our support staff is also available to answer questions and can be reached at 877-839-8777.