Outbound Preview Calls
When you are in an idle state and there are no calls, you will begin to receive preview calls.
You will be reaching out to guests who had a reservation on the books with us in October or November from the past three years. This includes reservations that were canceled so the folks you are calling may not have necessarily stayed with us.
When you get a preview call, you will see a purple indicator on the right. Below that will be the information pertinent to the call including their arrival date. On the left, their contact will come up just like an inbound. If it doesn’t, you can click “New Contact” on the right to get a blank lead.
If the name on the contact doesn’t match, use the name on the information to the right as that is from our database.
When the preview call comes up, you will have 30 seconds before the call is placed AUTOMATICALLY. During this time, go ahead and click “Lead” to open the lead for this call. Because these calls may be quick (no answer/full voicemail/hung up on/etc.) it is suggested that you go ahead and check the required information on the lead form and save in the event that you don’t reach anyone. You can always change it on the call if you speak to someone.
Don't forget to press SAVE!
Don't rely on the system to save for you!
Make sure you are choosing the appropriate Not Booked Reason and Reason Code. There is a list of Outbound codes. Take a moment to familiarize yourself with them so you will be able to choose one within your after call work time.
Outbound campaigns may vary, so be sure you are following the instructions and scripts provided to you. There is an “Outbound” tab on the lead form with the script as well as the call back numbers to give to guests. Example below. The exact information displayed in the tab can also be found on the Outbound Script and Call Back Numbers info page in the Practice Stage area.
IMPORTANT! When you have finished reviewing this information, CLICK HERE to complete the survey!