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Outbound Campaign Types

The Campaign Management module supports various types of outbound campaigns, each designed to meet different business needs and operational strategies. Understanding these campaign types is crucial for selecting the most effective approach for your outreach efforts.

Campaign Type Overview​

Cloverhound Cloud supports five main types of outbound campaigns:

  1. Agent Preview
  2. Progressive Agent-Based
  3. Predictive Agent-Based
  4. Progressive IVR-Based

Let's explore each of these in detail:

1. Agent Preview​

In an Agent Preview campaign:

  • Agents are presented with a widget displaying customer information before the call.
  • Agents can decide whether to accept or skip the contact.
  • The call is only dialed when the agent accepts the contact.

Best for: Scenarios where agents benefit from preparing for each call or when call selectivity is important.

2. Progressive Agent-Based​

Progressive dialer campaigns operate as follows:

  • Agents don't need to manually initiate calls.
  • When an agent becomes available, the system automatically dials the next number.
  • The dialer connects one contact for every available agent.

Best for: Situations where calls are similar in nature, and agents benefit from continuous connections to contacts.

3. Predictive Agent-Based​

Predictive campaigns are similar to progressive ones, with some key differences:

  • Like progressive campaigns, agents don't manually initiate calls.
  • The system automatically dials when an agent becomes available.
  • The dialer may dial more numbers than available agents, anticipating that some calls won't connect.

Best for: High-volume outreach where maximizing agent talk time is crucial.

4. Progressive IVR-Based​

Progressive IVR campaigns combine the progressive dialing strategy with IVR technology:

  • Instead of connecting to an agent, calls are routed to an Interactive Voice Response (IVR) system.
  • Enables the use of recorded messages and automated interactions.
  • Can include options for voice support and agent callbacks.

Best for: Scenarios requiring high-volume, automated outreach with the option for human interaction when needed.

Choosing the Right Campaign Type​

When selecting a campaign type, consider factors such as:

  • The nature of your outreach (e.g., sales, customer service, surveys)
  • The volume of calls you need to make
  • The level of personalization required
  • Your staffing resources and agent skillsets
  • Compliance requirements and regulations

In the following sections, we'll guide you through setting up and managing each type of campaign to help you maximize the effectiveness of your outreach efforts.