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Call Lists

A Call List is a dynamic, rule-based grouping of your donor database that determines which records are presented to your calling agents. Instead of being a static list of leads, it's a live filter that automatically qualifies and prioritizes pledges for outbound communication.

How Call Lists Work

Call Lists operate by continuously evaluating your data against a set of criteria you define. When a record meets all the conditions of a Call List, it becomes available for agents assigned to that list.

  1. Definition: You create a Call List and define its rules (e.g., Pledge Status is Pending, Calling Type is Welcome Call).
  2. Qualification: The system scans new and updated pledges in real-time. Any pledge that matches your rules is added to the list's pool of available calls.
  3. Distribution: When a new lead is requested, the system delivers the highest-priority record from the Call List pool.

Call List Concepts and Uses

  • Segmentation: Create different lists for different purposes. For example:
    • Welcome Calls: Calling Type is Welcome or Verification follow up call
    • Change me: Pledge Amount is greater than $500
    • Specific Campaigns: Campaign Name is Winter 2027 Reactivations
  • Prioritisation: Use weights, tiers and ordering rules to ensure the most important calls are handled first.
  • Team Assignment: Call Lists are assigned to Teams. This allows you to create specialized agent groups (e.g., a "Welcome Call Team" assigned to the Welcome Call list).
  • Automated Management: The list manages itself. As agents update call outcomes (e.g., "Callback Requested," "Do Not Call"), the record is removed or requalified based on the list's rules, preventing duplicate calls and ensuring follow-ups.

Call Lists transform your call center from a reactive to a proactive operation, systematically driving your donor engagement strategy.