The Contact Card is the screen viewed by the agent during a call – and after a call – to update contact data, callbacks, orders and comments. It is a straightforward, intuitive interface – all agents should take a moment to familiarize themselves with the Contact Card.
When the Contact Card appears depends on the calling mode. It appears immediately in Power Dial, Preview and List Dial, and it appears on answer in Manual Dial.
Tip: An agent can also manually open a specific contact’s Contact Card by clicking on the specific contact’s name.
Navigating the Contact Card
The standard Contact Card is divided into three main sections:
- The top bar (blue) contains the important call controls. This is where the agent can handle recordings, transfers and register a call ending result (CER) at the end of the conversation.
- The big section right beneath the top bar is the contact information. Here you can also find Manuscript and Company information (both optional addons)
- The last section is the Callback/Products & Orders. Here, the agent can register the callback time/date, or (as would be the main objective) register orders by adding products.
This bar will allow the agent to control the call. Let's examine these from left to right.
⚠️ Please note that some of these options are not available in all scenarios. Some might be turned off by admins for a specific campaign
- Hang up
- Toggle call recording
- Toggle customer voice call recording
- Start/stop voice receipt recording
- Put call on hold
- Mute microphone
- Open DTMF dial pad
- Transfer call options
- Close the contact (hang up) and register a call ending result (CER)
⚠️Please note! Selecting a CER will end the current call and close the contact card
- Additional tabs
These will vary between campaigns and some are paid addons (like Manuscript & Company)
The comment tab is always available and from there you can register a call specific comment and find some historical data for the contact (like previous calls and orders)
- Phone numbers & controls
Initiate a call, select another number (if available) or add a new number to the contact.
- Show all fields
Some campaigns have many contact fields. Click this text to expand the contact information section and see all available fields
- Additional contact options
These may vary depending on campaign settings
Please see separate article
Products & orders section
These tabs enable you to quickly fulfil product/service orders or complete your specific campaign objectives.
Tip: every campaign is different and Product/Order/Delivery Address data fields will vary, depending on how your administrator has configured them.
This works like a familiar online shopping cart. Increase and decrease the amount of each ordered product, and choose an Order Status and Order Date (if enabled). The Save button saves each Order into the LeadDesk system. There are also Cancel Order, Add New Order and Update Order options. If more than one order is made for a specific customer you can examine and edit orders via the dropdown menu. Tip: if you have added product-specific details under the Objectives / Product tab then these will show if you mouse over your Order details. Keep in mind that in order for a order to go through the contact needs to have a product on it.
If an alternative delivery address has been requested you should fill it in here. The default delivery address is the contact’s address as displayed in the Contact Card. Tip: your administrator can make e.g. specific Delivery Address fields mandatory.
NOTE: Order fulfilment varies from campaign to campaign and depends on how your admin has configured LeadDesk to work with e.g. external order fulfilment/CRM systems. Some common workflow is for admins to use API/CRM integration, or LeadDesk SMS/Email templates for processing Order details. If your Campaign is using e.g. Email Order processing then the Email will be sent when you select e.g. Email Order as the Call Result from the Close dropdown menu.
Additional campaign tabs
The Campaign tab appears adjacent to the Contact Card tab at the top of the LeadDesk Machine agent interface – during a call.
Tip: Agents only see The Campaign tab if it has been enabled by their administrator for a specific campaign.
In the Campaign window agents can seamlessly access web-based external functions e.g. web pages, a web shop, online survey, CRM system, ERP system etc. all from within the LeadDesk interface.
Tip: Your admin has the ability to create 1-2 Campaign tabs and can choose the default tab when you start a call. In practice this means that some campaigns are configured so that the Campaign window opens when you start a call – instead of the LeadDesk Contact Card.