Schedule Call

The Schedule Call link is used to customize and configure the messaging that goes out to the customers from the automated calling method once an Order is scheduled. Once an Order has been scheduled for delivery for a customer, one may trigger an automated call, called Schedule Call, which contains text informing the customer that the Order has been scheduled and asking for confirmation about proceeding with it or rescheduling it. Ideally this automated call is triggered a day prior to the actual date of delivery.

A very important point to be noted is that this message is customizable at any point in time and anybody with access to the Admin tab (i.e., personnel with Admin role) would be able to edit the content. The tags that you see below each box may be used to customize the message. Of course, when the actual message is read out, the tags get translated to the actual.

In the 'Introduction:' box, enter the content that the customer would be greeted with, when the automated call is triggered. Typically it lets the customer know who the call is from.

In the 'Customer Prompt:' box, the customer is informed that the Order would be delivered on such and such date at such and such time. If required, the address may be read out as well.

In the 'Confirmation Prompt:' box, the customer is told that if the Order may be gone ahead with (for delivery or service etc., as the case may be), "Press 1". There is no need to enter the words "Press 1". Notice that to the right side of the box, you see the words "Press 1".

In the 'Callback Prompt:' box, the customer is given the message that if they need to reschedule the Order (in terms of changing the date or the address), "Press 2". Again, as earlier, there is no need to enter the words "Press 2". Notice that to the right side of the box, you see the words "Press 2".

In the 'Sign-Off Message box:', one usually thanks the customers for choosing to do business with them.

Now, if the customer doesn't pick the call when the automated call is triggered, and the call goes to the voicemail, the content that needs to be read out is keyed in, in the 'Voicemail Message:' box. Usually it is a summary of all of the above boxes, along with the number provided to call back the store in case they need to.

In the 'Call Back Phone Number:' box, the number of the store (which has hitherto been used to call up customers manually) is entered. Of course, when the Customer Notification feature is enabled, this number has to be given to the DispatchTrack personnel you're speaking with, in order to add it to our records and, of course, to enable the feature.

In the 'Caller ID:' box, the same number as above, needs to be entered so that the customers get to see on their phones, who the call is coming from, and, if they're familiar with your number, would be able to identify it.

A selection may be made between a Female voice and a Male voice. Typically, for Schedule Call, a Female voice is chosen.

All this done, the Save button needs to be clicked, in order to save the changes.

Note : The actual triggering of the call is done from the Notification Tab. If Pre-Routing is enabled, in the Notification tab, you need to click on the Schedule Call link. The Orders for which the Schedule Call needs to be triggered are selected by placing a check mark in the respective checkboxes and clicking on the Call button at the bottom of the screen. All the customers are called simultaneously at their respective numbers and the message read out to them with their corresponding data in it (their address, their date and time of delivery etc.).

If there is more than one number that the customer has given, the first number is tried first - if it goes to the voicemail because the customer did not pick the call, it leaves the voicemail message in the first phone and tries calling the second phone. If the customer didn't pick the second phone as well, it leaves the voicemail message there as well and tries calling the third phone. If the customer didn't pick the third phone as well, it leaves the voicemail message there as well. Understandably, if any of the phones were picked up by the customer and the Order confirmed, the system doesn't try the next phone.

The Call Statuses for each of the phones is available right below the phone number.