New callers often need support with a few common concerns:

  1. Logging In
  2. Making a Call
  3. Choosing a call result to conclude the current call
  4. Waiting between calls
  5. Logging Out


Logging In


The Basics


Once you are logged in, the dialer system does most of the heavy lifting of calling numbers and filtering out calls, allowing you to concentrate on talking to real people who pick up. 


What to Watch For 


Often we find new callers encounter these issues the first time they want to log in:


  • Copying an extra space with the username or password
  • Entering the log in incorrectly nine times which locks the account from access
  • Successfully logging in but nothing new appears on screen


Handling an Issue


To get past any challenges, work with these ideas and keep them in mind to help others:


  • If you want to copy the username or password you receive, be careful not to copy an extra space in front of the username or password, or an extra space behind the username or password.
  • If you see the words "Login Failed: Invalid Password" in red on the log in screen, slow down.  If you click the "Next" button multiple times the account will get locked. Make sure you have correctly copied the password; try pasting the text somewhere you can see what you copied and be sure there are no extra spaces at the beginning or end of the password
  • If you see the words "Agent not found" in red on the log in screen, be sure that you have copied the agent name correctly. If you have made calls before, remember that you have to get a new username and password each day
  • If nothing new appears on your screen after logging in, check your browser settings. Make sure that your browser settings for blocking pop-ups are turned off; this varies from browser to browser. Additionally find and disable all pop-up and ad blocking extensions and add-ons
  • You can always go back to the very first step, enter a new or alternate email address and get issued a new username and password to try again from the beginning. If you try all of these solutions and still have trouble logging in and connecting to calls, reach out to your organization or campaign


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Making a Call


The Basics


Now that you are logged in, the system is rolling through calls on your behalf! Call as long as you can to make a huge impact for your organization or campaign.


What to Watch For


This part should be straightforward as long as you stay logged in and ready for calls:

  • Listen for the beep and start speaking as soon as you hear it;  the person on the other end of the line has already said hello
  • Stick to the script even if you memorize it; data collection is done through the script buttons so you need to go through the script on each call
  • Collect an answer to every question you can; the script will give you a way to proceed if the person does not want to answer


Handling an Issue


Keep these tips in mind for your best experience:

  • A headset with a microphone will be your best friend; keeping your hands free helps your arms, shoulders and neck avoid discomfort and you can hear your contacts better
  • Bring a friend and ask them to bring extra equipment: phones, laptops, tablets, headsets; not only will you empower more people to join your mission, but you can better work through any technical issues that come up
  • Volunteers have an incredible impact on supporters and voters; people respect and value what you are doing; be genuine and authentic, and the people you talk to will know you are passionate about your work
  • Your campaign will value your feedback; if you feel you need more information than what you see available in the script, let your team know your thoughts
  • Your results will work in combination with other strategies enacted by your organization or campaign; that is why it's so important to use and complete the provided script every time you speak to the correct person 


Review our video summary here, and check out our tips for best practices.


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Choosing a call result to conclude the current call


The Basics


Following the script every time all the way through right? Great! The information you are collecting and the contacts you are making are invaluable for your organization or campaign,  but only if you and the team are following the script fully.


But the script is not the only part to help us track.  We also have to tell the system the result of the call. The dialing system has to know a call result as well, because there are different strategies for how the list can be called.  If the list is being called multiple times all the way through, the system has to know who we can and should call again, and who we should not call again.  These choices are called "call results" and they are recorded by you when you select from options on the left side of your screen at the end of each call.


What to Watch For


Since we need your manual feedback to control the success of the list, keep this information in mind:


  • Recording call results properly ensures we achieve the best results to match the organization or campaign's strategic goals; so correctly record the call result for every call and connect with your organization if you or your team need help understanding the goals
  • You will see a "Recent Results" option to click on the left side of your screen; choices you see listed in "Recent Results" are options you selected recently, they do not represent previous results for the person you just called
  • If you click on "Recent Results," or "Term Codes" on the left side of the screen and you do not see any options, or if you select an option but you cannot move to the next call, then your internet connection likely became unstable during your most recent call


Handling an Issue


Keep your calls successfully rolling and know you are making maximum impact for your organization and campaign by following these suggestions:


  • "NEXT CALL - Talked to Correct Person:" should be used when you complete a call where you spoke to the exact person listed for that call
  • "NEXT CALL - Remove Number - Do Not Call:" should be used only for people who never want to be called again for any reason, not for folks who do not want to be called again just for this specific calling campaign. If you went through the script with them, they wont get a call back if you select the "Talked to Correct Person" result
  • If you do not see the Call Result options on the left side at the end of a call, log out and make sure that all ad blockers are deactivated; if the issue continues clear the browser's cache and cookies
  • If you see the Call Result options but you do not move to the next call, or the system seems to freeze at that step, then you will need to check your internet connection's stability; the easiest and most common fix will be to reset your internet modem by disconnecting the power for thirty seconds and then reconnecting it 


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Waiting between calls


The Basics


The amount of time you wait between calls will vary a lot.  How often people answer their phone changes from hour to hour any day.  Some days people answer their phone more than other days. Our Dialer Staff works hard to compensate for these changes by constantly adjusting how many calls are dialing out.

The best way to get more calls going out, which will keep you talking more and waiting less, is to recruit additional people to make calls with you. The more people like you who are active and ready to connect to a supporter or voter the faster we can dial. Expect wait times to work like this: 


1 to 3 Callers
2 to 3 minutes
4 to 7 Callers
1 to 2 minutes
8 to 12 Callers
about 1 minute
13 to 20 Callers
30 seconds to 1 minute
20+ Callers
 less than 30 seconds



What to Watch For


Keep in mind the number of people you currently have calling and take notice of the following:


  • Callers should stay ready for new calls as much as possible
  • If everyone is logged in and set to ready, consider the above chart and if everyone in your group is consistently experiencing waits that match the chart
  • Think about the day and time you are making your calls and if there may be community factors affecting how many people answer


Handling an Issue


Follow these suggestions to keep the wait times for you and your group of callers as low as possible:

  • Have everyone stay ready for their calls unless they are going to step away from their devices for a real break; you will connect "ready" and you will stay in "ready" mode unless you manually change your status; we keep that easy for you
  • Organize planned breaks for you and the awesome people who are helping you; it's much easier for our staff to keep your calls going at a faster pace when everyone is logged in together as a group
  • The best times to make calls are weekdays after 4pm in your time zone, and on Saturday and Sunday from Noon in your time zone until around 8pm
  • Keep the energy up and positive; while you are active, especially with a group, do your best to stretch an extra half hour of call time
  • If you and your team are not receiving any calls, reach out to your organization or campaign; you might just be rocking it and the current list is finished


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Logging Out


The Basics


Whether you are taking a break or done with your shift, be sure to log out. Doesn't seem like it would matter much, right? It definitely does, for the lists, for other callers, and for your organization. In short, make sure to set yourself "not ready" before you log out, then close your browse; your session will be complete!


What to Watch For


Remember this information when you are completing your session:

  • Keeping the best pace of calls going is a manual process; dialer staff have to make their decisions on many factors including how many callers are currently logged in
  • If you stay logged in when you are done making calls you are making it harder for staff to be sure who needs attention and how fast calls should be dialing
  • The best organizations keep track of the amount of time people stay logged in to gauge their progress, how many shifts to fill with volunteers, and how long they should ask people to stay on the phones


Handling an Issue

  • Make sure to set yourself "not ready" before you log out
  • The best and simplest way to switch to "not ready" is to complete your last call, make the selection for the proper call result, and then choose the "not ready" option from the pop-up that appears in the middle of your screen; this confirmation pop-up appears every time you enter a call result from the left side of the screen
  • If you do not select "not ready" from the confirmation pop-up, the system will immediately dial more calls, meaning that if you log out while "ready" those calls will connect to someone who was willing to answer the phone, but you are no longer there to talk to them


Check the end of our "How to Make Calls" video to see how to best end your session.


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