Run every campaign, calling list and agent target from one record.

An outbound centre works a list. Each campaign has a script, a set of contact batches, a number of attempts per record and a target for sales or booked appointments. Callers are paid partly on what they close, so every outcome has to be counted the same way for everyone.

Lists, dialler exports, call notes and incentive sheets usually live apart. Each evening someone reconciles them by hand to learn how many records were reached and how many converted.

The campaign manager loads a list batch, removes numbers on the suppression list, splits records among teams and sets how many attempts each one gets. Callers dial through their list, pick an outcome for each attempt, such as no answer, call back, not interested, interested or sale, and note the next step.

Team leaders watch contact and conversion rates during the shift and move callers onto the campaigns that are behind target. Quality listeners review recorded calls for script wording and for any consent line the client requires. Coaching follows.

At month end, someone totals each caller’s sales and appointments by campaign and applies the incentive slab by hand, then reconciles the figure with what the client accepted as a valid sale. Disputes about which sale counts are common, and they take days to settle.