CiviCRM Community Forums (archive)

*

News:

Have a question about CiviCRM?
Get it answered quickly at the new
CiviCRM Stack Exchange Q+A site
This forum was archived on 25 November 2017. Learn more.
How to get involved.
What to do if you think you've found a bug.



  • CiviCRM Community Forums (archive) »
  • Old sections (read-only, deprecated) »
  • General Discussion (please no support requests here!) (Moderator: Michał Mach) »
  • Civi Work Flow for a Call Center
Pages: [1]

Author Topic: Civi Work Flow for a Call Center  (Read 3516 times)

pojunis

  • I’m new here
  • *
  • Posts: 13
  • Karma: 0
  • CiviCRM version: 4.2
  • CMS version: Joomla 2.5
  • MySQL version: 1
  • PHP version: 1
Civi Work Flow for a Call Center
March 09, 2014, 04:41:03 pm
We have been using Civi for a while and it is great! The only issues that we are having is when we are trying to make a lot of phone calls. Can anyone chime in on some best practices on how we can use Civi more efficiently?

Specifically, when we are moving in between records, there appears to be many different clicks to get back to where we started. The goal is to be able to do the following quickly:
1. Log an activity
2. Enter some notes
3. Setup a call back time
4. Move to the next record quickly

Maybe we are missing something, but to do all of these activities it does take a long time. The biggest problem is moving from one record to the next.

I would greatly appreciate any and all help
Modify message

Erik Hommel

  • Forum Godess / God
  • I live on this forum
  • *****
  • Posts: 1773
  • Karma: 59
    • EE-atWork
  • CiviCRM version: all sorts
  • CMS version: Drupal
  • MySQL version: Ubuntu's latest LTS version
  • PHP version: Ubuntu's latest LTS version
Re: Civi Work Flow for a Call Center
March 10, 2014, 01:20:42 am
Where do you start your activities? Is it in a search list? I assume that with next record you mean next Contact in the list?
Consultant/project manager at EEatWork and CiviCooP (http://www.civicoop.org/)

xavier

  • Forum Godess / God
  • I’m (like) Lobo ;)
  • *****
  • Posts: 4453
  • Karma: 161
    • Tech To The People
  • CiviCRM version: yes probably
  • CMS version: drupal
Re: Civi Work Flow for a Call Center
March 10, 2014, 03:24:03 am
Have you looked at surveys? enable civicampaign and let us know

X+
-Hackathon and data journalism about the European parliament 24-26 jan. Watch out the result

pojunis

  • I’m new here
  • *
  • Posts: 13
  • Karma: 0
  • CiviCRM version: 4.2
  • CMS version: Joomla 2.5
  • MySQL version: 1
  • PHP version: 1
Re: Civi Work Flow for a Call Center
March 10, 2014, 02:20:13 pm
We this is what we need help with. We create groups, then we assign contacts to a group and then give the person on the phone access to that group. This way, the people calling are assigned contacts they are responsible for calling.

I dont know if this is the right way to set it up. Additionally, we are about to provide access to our candidates for the 2014 election cycle, I dont know how to assign contacts for each candidate's district without doing the same thing by creating groups. 

Any help is appreciated.

As for surveys, what specifically are you referring to? How would a survey assist us in this?

xavier

  • Forum Godess / God
  • I’m (like) Lobo ;)
  • *****
  • Posts: 4453
  • Karma: 161
    • Tech To The People
  • CiviCRM version: yes probably
  • CMS version: drupal
Re: Civi Work Flow for a Call Center
March 10, 2014, 04:47:25 pm
Survey is a way to assign contacts to staff, and allows to easily record a simple status (couldn't reach, answered...) +note.

http://book.civicrm.org/user/current/survey/what-is-civisurvey/

try setting it up, see if it helps
-Hackathon and data journalism about the European parliament 24-26 jan. Watch out the result

pojunis

  • I’m new here
  • *
  • Posts: 13
  • Karma: 0
  • CiviCRM version: 4.2
  • CMS version: Joomla 2.5
  • MySQL version: 1
  • PHP version: 1
Re: Civi Work Flow for a Call Center
March 10, 2014, 10:37:10 pm
Thank you.. I am going to get it setup. Why is it called surveys if it does what you explained?

joanne

  • Administrator
  • Ask me questions
  • *****
  • Posts: 852
  • Karma: 83
  • CiviCRM version: 4.4.16
  • CMS version: Drupal 7
Re: Civi Work Flow for a Call Center
April 02, 2014, 04:14:33 am
An exact duplicate of the first post in this topic was used to start another topic today.  I have removed that duplicate and another one that was also on the forum.

If you are still searching for suggestions post again in this topic.  To have any chance of a response though you will probably need to explain why using Survey doesn't wok for you.
Pages: [1]
  • CiviCRM Community Forums (archive) »
  • Old sections (read-only, deprecated) »
  • General Discussion (please no support requests here!) (Moderator: Michał Mach) »
  • Civi Work Flow for a Call Center

This forum was archived on 2017-11-26.