Script
A script needs to be provided with clear instructions concerning the flow of questions and responses as well as phonetics for hard-to-pronounce names. Phonetics will be added as an aid for live call agents, a good example of this is: Kamala Harris (kaa·muh·luh heh·ruhs). When writing your script, remember that questions cannot go backwards, in essence you need to ensure that responses lead into the next question in the script. Including a greeting to your script can aid in lowering refusal rate as well.
Data
Data must be sent in .CSV format. Data with missing and duplicate headers will cause an error in COS when uploading to a project, make sure to review your data for such errors.
Target Information (Patch Project Specific)
Target information is needed for patch programs. Add two headers to the data titled Target and Target Number, COS will be able to pull this information to label targets and direct dialing in the patch program. If a target has multiple number sources (office, secretary, ETC.), add additional headers for these sources in the data for COS to pull into the program.
Start/Stop Date
The specific dates that the project will be dialing. Also include any days that shouldn’t be dialed during the project, such as weekend days.
Project Type
What type of project this will be. Determine if responses are capture or non-capture and if messages are being left.
Goal Type
What type of goal to set for the project, options include saturation, stop number, hours, and for patch programs, target. Include specific metrics as well as any other quotas.
Caller ID
Provide the number that will be displayed on the call recipient’s telephone. This can either be a specific ten digit number provided or an area code needed for dialing.
FAQ
Include any fact sheets or any other off script information that may be needed.