Introduction

Call center is a centralized facility within an organization that is dedicated to handling inbound and outbound communications with donors. It is designed to manage a large volume of communications efficiently and provide high-quality customer service and support.

Purpose of Call Center in Engage

Engage provides a call center module that plays a pivotal role in facilitating verbal correspondence via teams and campaigns. This specifically helps to maintain a strong relationship with donors in far areas where there is no proper internet or with donors who feel more comfortable in donating or performing other activities via verbal correspondence. Examples include calling donors with existing sponsorships, having failed payments in relation to donations or adding new donors.

Call center consists of:

1. Making calls to various donors for multiple purposes.

2. Scheduling appointments with donors if they are not available for immediate calls.

3. Creating and managing teams and campaigns.

Key Concepts

Some important terms regarding the call center should be known before moving onto making calls or performing other functionalities.

Concepts	Definitions
Agent	Any user that has access to the call center and can make a call.
Job Role	Responsibility and duty of an agent.
Manager	Individual having access to all various functionalities within the call center: its teams, campaigns, administrator settings, editing calls and appointments, etc.
Team	Group of agents working on a certain campaign to make calls.
Campaign	Targeted initiative or project designed to achieve a goal.
Appointment	A scheduled and agreed-upon meeting between two or more parties at a specific date and time.
Call Disposition	Outcome of a certain call following call ended reasons.
Outbound Call	A call to reach out to clients for various purposes, such as conducting client surveys, following up on inquiries, or initiating donation campaigns.
Inbound Call	A call from clients seeking assistance, support, or information. These calls may include inquiries about the product, any technical issues, or customer support.