• Volunteers should have an understanding of the types of calls to be expected
• Volunteers should be familiar with the automation and should be able to move between screens easily without assistance

Scripts & How They Work

Call flow consists strictly of scripted presentations and responses. These scripts are written by all candidates’ legal teams and should be followed verbatim, unless told otherwise. Scripts should be easy to follow and include pronunciations for names to promote smooth call flow.        

When going through the scripting sound natural, not robotic. Words should be annunciated, spoken in an accent neutral voice as much as possible, and voters treated with respect and care. Voters should be under the impression that they are speaking with someone directly involved with the campaign. Leave a good and lasting impression with whomever answers the phone.

Scripts are generally comprised of three components: Introduction, Questions, Closing. Breakdown as follows:

INTRODUCTION: The introduction can be something as simple as providing a first name and asking for a particular voter. It can also include the name of the organization. Only speak with the voter that is listed. There might be more than one voter listed. There will be times when it is unnecessary to speak to a particular voter. In this instance it is appropriate to go directly into the scripting.

QUESTIONS: This is the most important part of the call flow. After introduction identify the person that answered the call then proceed with the script. This can be something as simple as asking the caller when they plan on voting or a multi question survey.

CLOSING: The final part of the call is the closing. It could simply say, “Thank you for your time. Have a great day,” or it may require a disclaimer.  

Types of Calls  

Voter ID 

The goal of a Voter ID is to identify the opinions of voters. Any project where a question is asked and a response is recorded would be considered a Voter ID. Common questions asked include who is a voter supporting in an election or do they support a particular piece of legislation. This type of project can be as simple as a single question or it can be a 60 question survey.

GOTV 

GOTV stands for Get Out the Vote. These types of projects are designed to increase voter turnout during an election. The scripts for these projects will typically include a reminder to the voter that there is an election coming up on a particular date, the voting hours and voting location. GOTV projects never have captured responses. Once the message is delivered the call is done.

GOTV Plan 

A GOTV plan project serves a similar purpose to a GOTV with one addition. Once the initial get out the vote script has been delivered a series of follow up questions are asked. Questions can include asking the voter what time of day they plan to vote, do they need a ride or do they know where their nearest voting location is. These projects are designed to help the voter plan out their voting experience.

Patch Programs

Patch projects contact local constituents and transfer the call to a target’s office so that the voter can either support or oppose a particular agenda. A target is a recipient of a concentrated phone campaign in which callers are transferred to the target to leave a message.

Taking Calls

To begin taking calls login to the server using the provided username and password.

Logging in will place volunteers into Training Mode. This is the time to familiarize themselves with the material and nature of the call.

1. Review the menu bar. The menu bar allows volunteers to change their dialer status.

• Available: This will place the volunteer into the queue to begin taking calls.
• Break: This will temporarily remove volunteers from the call queue and enable them to leave their station if needed without completely logging out. Volunteers will be able to see their daily stats on the break screen.
• Logout: This will log the volunteers off of the dialer completely. This should always be done before leaving for the day.

2. Select Available. Calls will now begin to connect.
3. The first screen will show your opening. This will usually establish who you are and who you are calling for. Read the opening and choose the response that best matches their response. Once choosing the appropriate answer, move on to the next screen by utilizing the “Next” button at the top of your screen.
   
4. Continue this process throughout your call, choosing the answers that match the caller’s responses
   
5. The last page of your scripting will include a closing that must be read on each call. After reading this closing, you will end the call by clicking the “Complete” button located at the top of your page. This will end your call and will place you back in queue to receive your next call.
6. When logging out, please make sure that you are logging out completely by utilizing the logout option located at the top right side of your screen.

Hot Keys  

Hot keys allow volunteers to code dispositions using their keyboard. Strike the letter or number that corresponds with the appropriate response. Hit enter. The call has now been dispositioned.

In the example bellow. If the letter W was typed in, then Enter this call would be dispositioned as a Wrong Number.

Coding Calls

Each call should be dispositioned or “coded”. Miscodes should be avoided. Coding a call simply means choosing the outcome of the call. Understanding the definition of each code will lead to success coding calls.

• Complete: The call was initiated and the survey was completed (either partially or fully)
• Initial Refusal : customer refused call before script could be read
• Disconnect/Out of Service: phone number does not work
• Wrong Number : number does not belong to the person on file
• No answer : no one answers the phone, it just rings
• Not In: Person is not in, or not available
• Busy : phone line is busy
• Answering Machine : phone went to voicemail and no message was left
• Left Message : phone went to voicemail and message was left
• Never Called : phone has not been called
• Fax : phone number is a fax number
• Language Barrier : person on the other line speaks no English (Spanish)
• Other Language Barrier : person on the other line speaks no English but not Spanish
• Deceased : the person on the list has passed away
• Do Not Call : person asks to not 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 freeform response. After selecting freeform response, a capture section will appear. Here the volunteer should transcribe the appropriate information. Continue the call by clicking next or hitting enter.

Freeform responses may be used for updating addresses, cell phone numbers, etc.  

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 hit the Yes Patch option and the transfer will begin. Patch calls final disposition is Completed Patch.

Volunteer Main Menu Bar

• Exit Dialer-Volunteer is unavailable and no longer taking calls.
• Break-Volunteer is on break. This time is recorded in break time.  
• Training- Volunteer is prompted to the script for review.
• Available- Volunteer is now taking calls.
• Setup-Set audio to appropriate device.