What is CATI?
CATI is a channel where you can collect feedback by calling your customers.
In order to make CATI calls, first of all the customers to be called should be determined and a call list should be created. Then calls are made by CATI Agents.
The role to be invited for CATI calls when inviting a user should be CATI Agent.
The first thing to do is to create a survey consisting of the questions to be asked in the ''Flows'' tab. Then you can connect your existing or newly created CATI survey to the CATI channel from the channels screen. For this, you need to select the CATI channel and assign the relevant survey to this channel. You can find detailed information about channel creation at https://app.hubspot.com/knowledge/2869844/insights/article/48762758816/performance.
How Do You Upload CATI Calls?
The first step is to create a call list. Then you have to select a new template and import your flow with your questions by clicking ''Import''.
It is the ID of the CATI channel that appears below the Flow ID in the file and should not be deleted. Node ID and Flow ID can not be changed. The file contains the date on which the call will be made, that is the date on which the call will be dropped in front of the CATI Agent.
Customer numbers that appear as "Subscriber Number 1-2-3" in the Customer ID section of the file can be changed and edited. The file contains TR ID number, customer name and phone number information. After editing your file, you can save it as excel.
If the call list you created has been used on another channel before, it cannot be used again. It is necessary to create a list again for each newly created channel. Node ID is unique to the channel and each channel has its own Node ID.
Export is for exporting calls. After you make the necessary customer and information arrangements for the flow you exported, you need to import it back in excel format.
How to Make CATI Calls?
The call list appears before the CATI Agent; For each call, the search is continued by clicking on "Retrieve Next Call".
When you say ''Start Call'', if we have an integration with the customer's phone service; the customer is called automatically. When the call is pressed, if there is an integration, there is a matching and the system automatically calls the phone numbers in the list you have uploaded. The CATI Agent conducts the survey, asks the customer questions and says "Save".
If a search is made and the survey is completed, it is a successful survey.
If the called person states that he does not want to be called and wants to be removed from the call list, after pressing "End Call", the relevant option is selected when the status options appear about how the call is completed. Options; Options such as "Phone Off", "Busy", "Unavailable". If the called person states that he/she wants to be called after a while, the date and time he/she wants to be called is selected. The customer, who selects the "Not Musatim" option and states that he wants to be called later, will appear again on the selected date and time.
The CATI Agent cannot see the notification settings and cannot receive any notifications due to limited authority. Makes call records by making calls according to the search order.
CATI Reporting:
CATI reports can be viewed by the CATI Agent or upper level of permission.
CATI reporting can be obtained if the export is called in the CATI section of Channels.
In reporting, "CATI Metrics" is selected directly.
In the example below, a total of 4 searches were made; this is the call pattern. In the number of searches, all those who answered the questionnaire and those who did not answer, that is, the total number of searches, and details such as "Who Completed the Questionnaire" and "What Will Be Called Later" are displayed. we can see which agent has made how many calls
Responses to the survey appear on the Feedback screen. Those who do not answer the survey do not appear on the Feedback screen.