Getting Started
Volunteers should have a thorough understanding of the types of calls they can expect. They should also be familiar with the call automation system and be able to navigate between screens easily without assistance.
Scripts & How They Work
The call flow consists entirely of scripted presentations and responses. These scripts are written by the legal teams of all involved parties and must be followed verbatim, unless instructed otherwise. The scripts should be easy to follow and include pronunciations for names to promote a smooth call flow.
When delivering the scripted content, volunteers should sound natural, not robotic. Words should be pronounced clearly, in an accent-neutral voice, and voters should be treated with respect and care. Voters should get the impression they are speaking directly with someone involved in the campaign. The goal is to leave a positive, lasting impression on every caller.
The scripts generally have three components: Introduction, Questions, and Closing. The introduction can be as simple as providing a first name and asking for a specific voter, or it may include the name of the organization. Volunteers should only speak with the listed voter, even if there are multiple voters associated with the number. In some cases, it may be appropriate to skip the introduction and go directly to the scripted questions.
The question section is the most crucial part of the call flow. After the introduction, the volunteer should identify the person who answered the call, then proceed with the scripted questions. These can range from a single simple question to a multi-question survey.
The closing is the final part of the call. It may be as straightforward as "Thank you for your time. Have a great day," or it may require a specific disclaimer.
Types of Calls
Voter ID calls aim to identify the opinions of voters. Any project where a question is asked, and a response is recorded, would be considered a Voter ID. These can range from a single question to a 60-question survey.
GOTV (Get Out the Vote) calls are designed to increase voter turnout during an election. The scripts for these projects typically include a reminder about the upcoming election date, voting hours, and voting location. GOTV calls do not capture any responses; the message is simply delivered, and the call is then completed.
GOTV Plan calls serve a similar purpose to GOTV, but with an additional step. After the initial get-out-the-vote script is delivered, a series of follow-up questions are asked, such as what time the voter plans to vote, whether they need a ride, or if they know the location of their nearest voting site. These calls are aimed at helping the voter plan their voting experience.
Patch programs contact local constituents and transfer the call to a target's office, allowing the voter to either support or oppose a particular agenda. The target is the recipient of a concentrated phone campaign, where callers are transferred to leave a message.
Taking Calls
To begin taking calls, volunteers should log in to the server using the provided username and password. This will place them in Training Mode, where they can familiarize themselves with the material and nature of the calls.
Volunteers can use the menu bar to change their dialer status. "Available" will place them in the queue to start receiving calls. "Break" will temporarily remove them from the queue, allowing them to leave their station if needed without logging out completely. Volunteers can view their daily stats on the break screen. "Logout" will log the volunteer off the dialer completely, which should always be done before leaving for the day.
Once "Available" is selected, calls will begin to connect. The first screen will show the opening, which usually establishes the volunteer's identity and who they are calling for. The volunteer should read the opening and choose the response that best matches the caller's response. They can then move on to the next screen by clicking the "Next" button at the top of the screen, continuing this process throughout the call.
The last page of the script will include a closing that must be read on each call. After reading the closing, the volunteer will end the call by clicking the "Complete" button at the top of the page, which will place them back in the queue to receive the next call.
When logging out, volunteers should ensure they are logging out completely by using the "Logout" option in the top right corner of the screen.
Hot Keys
Hot keys allow volunteers to code call dispositions using their keyboard. By striking the letter or number that corresponds to the appropriate response and then pressing Enter, the call will be dispositioned accordingly.
Coding Calls
Each call should be properly dispositioned or "coded" to avoid miscodes. Understanding the definition of each code is crucial for successful call coding.
The available disposition codes are:
- Complete: The call was initiated, and the survey was completed (either partially or fully)
- Initial Refusal: The customer refused the call before the script could be read
- Disconnect/Out of Service: The phone number does not work
- Wrong Number: The number does not belong to the person on file
- No Answer: No one answered the phone, and it just rang
- Not In: The person is not available
- Busy: The phone line is busy
- Answering Machine: The phone went to voicemail, and no message was left
- Left Message: The phone went to voicemail, and a message was left
- Never Called: The phone has not been called
- Fax: The phone number is a fax number
- Language Barrier (Spanish): The person on the other line speaks no English
- Other Language Barrier: The person on the other line speaks no English, but not Spanish
- Deceased: The person on the list has passed away
- Do Not Call: The person asks not to be called again
- Complete Patch: The caller agrees to be transferred to the specified number/office
Freeform Responses
When collecting variable responses or updating data, the volunteer will see the option to choose a "Freeform Response." After selecting this, a capture section will appear, where the volunteer should transcribe the appropriate information. The call can then be continued by clicking "Next" or pressing Enter.
Coding/Transferring Patch Calls
When dialing a patch call, the volunteer should notice a phone number populated in the "Yes Patch" disposition. To transfer the caller to the designated number, they should select the "Yes Patch" option, and the transfer will begin. The final disposition for a patch call is "Completed Patch."
Volunteer Main Menu Bar
The main menu bar offers the following options:
- Exit Dialer: The volunteer is unavailable and no longer taking calls.
- Break: The volunteer is on break, and this time is recorded.
- Training: The volunteer is prompted to review the script.
- Available: The volunteer is now taking calls.
- Setup: The volunteer can set the audio to the appropriate device.