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In October 2003, the Federal Trade Commission (FTC) and Federal Communications Commission (FCC) implemented amendments to their respective telemarketing regulations that dramatically impacted the way teleservices organizations must operate their sales campaigns. One of the key new requirements was the ruling that limited the number of calls that can legally be abandoned to under 3% of “connected” calls. Unfortunately, maintaining this 3% abandonment rate has had a dramatic negative impact on the productivity levels experienced for campaigns with a small number of calling records.

In order to allow teleservices organizations to stay below this 3% threshold and remain highly productive, Liberation implemented SuperCampaigns. SuperCampaigns enables the combination of multiple campaigns into one large “Super Campaign”. This combination of campaigns allows the pacing system to dial as aggressively as possible while maintaining the 3% abandonment limit. In order to ensure that the contact center is able to manage individual campaign records and pull appropriate campaign level reports, the SuperCampaign solutions includes advanced filtering capabilities.

• Filter Level Record Control
Filter Level Campaign Record Control allows the user the remove a cold call filter from a campaign and automatically stop dialing on the records and all associated recycled records. The user can also do the reverse and put the filter back and the calling records and associated recycled records will automatically be put back as well
• Filter Level Export Routines
A standard export routine included with SuperCampaigns allows teleservices providers to export information for their clients based upon the unique “List Description” field associated with each individual campaign. Additional custom export routines, available through our Professional Services group, allow teleservices providers to export information based upon any field in the call record database.
• Filter Based Reporting
The SuperCampaign solution enables teleservices organizations to track statistical data at the filter level, allowing them to produce highly detailed activity reports. SuperCampaigns includes two reports that enable teleservices providers to select one or more filters and view detailed campaign level or agent level performance metrics:
• Campaign / Filter Activity Report – The Campaign Activity Report displays the overall productivity statistics for any campaign filter on the system. The productivity data includes a breakdown of all calls made by call type, allowing supervisors to easily determine if productivity goals are being met and to make any necessary adjustments in order to reach objectives. The user defines what the report contents will be by selecting the filter(s) from which to generate information, and the starting and ending times for the report.
• Agent / Filter Activity Report – The Agent Activity Report displays productivity statistics for all selected agents for selected filters. The report allows supervisors to monitor agent activity minute by minute over specific time periods and provide assistance where needed, increasing the ability to detect and correct situations as they occur.