Outbound Call Overview
Outbound calls are calls that your application initiates to customers, leads, or other parties. These are used for sales outreach, appointment reminders, customer surveys, marketing campaigns, and other proactive communications.Outbound Call Flow
Call Initiation
Request Creation: Your application or campaign creates an outbound call request. Number Selection: Freyavoice AI selects the appropriate phone number for the call. Destination Validation: The destination number is validated and formatted. Call Setup: SIP signaling begins to establish the call.Connection
Dialing: The destination number is dialed. Ringback: Ringback tone is played while waiting for answer. Answer Detection: The system detects when the call is answered. Connection Established: Once answered, the call is connected.Processing
Agent Activation: The configured agent or workflow is activated. Greeting: The agent greets the called party. Conversation: The agent conducts the conversation. Goal Achievement: The agent works toward achieving call goals. Function Execution: Functions are called as needed during the conversation.Completion
Call End: The call ends when either party hangs up or conversation completes. Result Recording: Call results, outcomes, and data are recorded. Webhook Events: Webhook events are sent for call completion. Analytics: Call data is processed for analytics and campaign tracking.Outbound Call Methods
One-Click Calling
Quick Calls: Make individual calls quickly from the dashboard. Simple Interface: Easy-to-use interface for ad-hoc calling. Immediate Execution: Calls are placed immediately when requested. Use Cases: Perfect for quick follow-ups, test calls, or immediate outreach.Campaign-Based Calling
Bulk Operations: Make many calls as part of organized campaigns. Scheduled Execution: Schedule campaigns to run at specific times. Rate Control: Control call rate to manage capacity and compliance. Contact Management: Manage contact lists and call progress.API-Initiated Calls
Programmatic Control: Initiate calls programmatically via API. Integration: Integrate calling into your applications and workflows. Automation: Automate calling based on events or conditions. Custom Logic: Implement custom calling logic in your applications.Campaign Management
Campaign Setup
Contact List: Upload or enter the list of numbers to call. Agent/Workflow Selection: Choose which agent or workflow handles calls. Scheduling: Set when the campaign should run. Configuration: Configure call rate, retry logic, and other settings.Campaign Execution
Call Placement: Calls are placed according to campaign configuration. Rate Limiting: Call rate is controlled to manage capacity and compliance. Progress Tracking: Monitor campaign progress in real-time. Error Handling: Failed calls are handled according to retry policies.Campaign Optimization
Performance Analysis: Analyze campaign performance and identify improvements. A/B Testing: Test different approaches to find what works best. Timing Optimization: Find the best times to call your audience. Message Refinement: Improve agent prompts and messages based on results.Best Practices
Compliance
Obtain Consent: Always obtain proper consent before making calls. Respect Preferences: Honor opt-out requests immediately. Follow Regulations: Comply with all applicable regulations (TCPA, GDPR, etc.). Maintain Records: Keep records of consent and compliance measures. Do-Not-Call Lists: Maintain and respect do-not-call lists.Call Quality
Professional Greeting: Ensure agents greet called parties professionally. Clear Purpose: Agents should clearly state why they’re calling. Respectful Interaction: Maintain respectful, helpful interactions. Opt-Out Option: Always provide clear opt-out options.Optimization
Test Messages: Test different messages to find what works best. Optimize Timing: Find optimal times to call your audience. Improve Targeting: Refine your target audience based on results. Monitor Performance: Continuously monitor and optimize campaign performance.Outbound Call Scenarios
Sales Outreach
Lead Qualification: Qualify leads and gather information. Product Presentation: Present products or services to potential customers. Objection Handling: Handle objections and answer questions. Closing: Work toward closing sales or scheduling follow-ups.Appointment Management
Reminders: Remind customers of upcoming appointments. Confirmations: Confirm appointments and gather information. Rescheduling: Help customers reschedule appointments. Cancellations: Handle appointment cancellations gracefully.Customer Surveys
Feedback Collection: Collect feedback from customers. Satisfaction Surveys: Conduct satisfaction surveys. Research: Gather market research data. Follow-Up: Follow up on previous interactions.Marketing Campaigns
Product Launches: Announce new products or features. Promotions: Promote special offers or events. Newsletters: Deliver marketing messages via voice. Brand Awareness: Build brand awareness through outreach.Monitoring and Analytics
Key Metrics
Call Volume: Total calls made, attempted, and completed. Connection Rate: Percentage of calls that connect successfully. Answer Rate: Percentage of calls that are answered. Completion Rate: Percentage of calls that complete successfully. Conversion Rate: Percentage of calls that achieve goals. Cost per Call: Average cost per call including all expenses.Performance Tracking
Real-Time Monitoring: Monitor campaigns in real-time. Daily Reports: Get daily summaries of campaign performance. Detailed Analytics: Access detailed analytics for optimization. Trend Analysis: Analyze trends to identify patterns and opportunities.Troubleshooting
Common Issues
Low Connection Rates: Check number formatting, verify numbers are valid, and optimize timing. High Drop Rates: Improve agent prompts, optimize call quality, and refine targeting. Compliance Issues: Review compliance practices, update consent processes, and audit records. Cost Overruns: Monitor costs, optimize call rates, and refine targeting.Next Steps
Phone Number Management
Learn how to effectively manage phone numbers for your telephony operations.