Making call center calls

This guide walks you through making calls using the Broadstripes call center. Whether you’re calling for a phone bank, voter outreach, or member engagement campaign, you’ll use the same interface and follow similar steps. The call center handles all the technical details—you focus on having great conversations with people.

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Starting a call session

Step 1: Access the call pool link A project admin will provide a link that looks like: https://crm.broadstripes.com/call_center/ABC123/start Click the link to begin. Step 2: Enter your information You’ll see a form requesting:

• Full name: Enter your first and last name as you want it to appear to people you call
  • Example: “Maria Garcia” not “M. Garcia” or “Maria G.”
  • This name will appear in call records and may be visible in scripts
• Email (optional but recommended)
• Phone number (optional): Your contact number

Step 3: Enter password (if required) Some pools are password-protected. Enter the password provided by your project admin. Step 4: Review instructions Read any special instructions provided for this calling campaign. Step 5: Start calling

• Random pools: Click Start calling and the system will assign you the first person
• At-Will pools: Browse the list and click Start script next to the person you want to call

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The calling interface

Once you start a call, you’ll see: Header Section:

• Call #: Your current call number (e.g., “Call #1”, “Call #23”)
• Person’s name: Large, clear display
• Phone numbers: All available numbers with status toggle
• Custom fields: Fields marked by a project admin as “Show in call center”
• Call history: Past calls with this person
• Assessment or code: Current organizing strength (if enabled)
• External system data: External system IDs marked by a project admin as “Show in call center”

Main Content Area:

• Script prompt: The current conversation text
• Variables populated: Names, workplaces, etc. filled in based on person being called

Navigation Panel: (Right side of screen on desktop; Bottom of screen on mobile)

• Navigation buttons: Options to progress through the script
  • Go back: Return to previous script step
  • Skip this person: Move to next call without completing
  • Call interrupted: Handle dropped calls
  • End call session: Stop calling
  • Custom buttons: Any custom buttons added to the script (may be used for navigation or event step checkoffs)

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Viewing Call History

Click the rotating clock icon :

• Date and time of previous calls
• Caller name: Who made the call
• Script used: Which campaign
• Outcome: How the call ended

Why This Helps:

• Avoid asking questions they already answered
• Reference previous conversations (“Last time we talked, you mentioned…”)
• Understand their engagement level
• Provide continuity across calls

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Following the Script Flow

Reading Prompts

Prompts display with variables filled in. Read naturally: Script Shows:

“Hi Maria, this is John Smith calling from Local 123. According to our records, you work at ABC Manufacturing. Do you have a moment?”

You Say (naturally):

“Hi Maria, this is John Smith calling from Local 123. I see you work at ABC Manufacturing - do you have a quick moment to chat?”

Clicking buttons

When the person responds, click the button that matches their answer: Person Says: “Yes, I have a few minutes” You Click: “Yes, I have time” button Person Says: “I’m really busy right now” You Click: “Not right now” button The script automatically moves to the next node.

Filling in custom fields

When you reach a custom field on a page:

1. Read the prompt/question to the person
2. Listen to their response
3. Enter their answer in the field
4. Click the appropriate button to continue

Example:

• Prompt: “What’s your biggest workplace concern?”
• Person responds: “The mandatory overtime is exhausting”
• You type: “Mandatory overtime causing exhaustion”
• Click: “Continue”

Handling required fields

Fields marked REQUIRED must be filled before you can proceed:

• The button won’t work until the field has content
• If the person refuses to answer, type “Declined to answer” or similar

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Managing phone numbers

All phone numbers for the person are displayed at the top:

• (203) 555-1234 (Home)
• (203) 555-5678 (Cell)
• (203) 555-9012 (Other)

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Marking bad numbers

If a number doesn’t work:

1. Click the toggle next to the number
2. It changes from ✓ (OK) to ✗ (BAD)
3. Changes save when you complete the call

Why this matters:

• Future callers won’t waste time on bad numbers
• Data quality improves over time

Common bad number scenarios:

• “This number is not in service”
• “Wrong person answers”
• “Number constantly busy”
• “Voicemail says person doesn’t live there”

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Sending SMS messages

If your script includes SMS capability: When to send The script will show a button like:

• “Send to (123) 555-1234 (opted-in)”

This appears when:

• The person has a cell phone number
• Your project has a SMS number provisioned
• The script includes an SMS message

How to send

1. Verbally confirm: “Can I text you this information?”
2. If they agree, click the Send button
3. The message is sent immediately

SMS template example:

“Hi %first-name%! Union info meeting Thursday 6pm at Local 123 Hall, 100 Main St. Questions? Reply to this text.”

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Working with assessment/codes

If enabled in your project, you can view and update assessment/codes during calls (Assessments will vary based on your union and project). Assessment scale (typical):

• 0: Unassessed
• 1: Strong Union supporter
• 2: Union supporter
• 3: Undecided
• 4: Leaning Hostile
• 5: Hostile

How to update:

1. Click the current assessment code
2. Select the new code from the dropdown
3. Change saves when you complete the call

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Viewing call history

Click the rotating clock icon :

• Date and time of previous calls
• Caller name: Who made the call
• Script used: Which campaign
• Outcome: How the call ended

Why this helps:

• Avoid asking questions they already answered
• Reference previous conversations (“Last time we talked, you mentioned…”)
• Understand their engagement level
• Provide continuity across calls

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Handling common scenarios

Wrong number

1. Mark the phone number as bad
2. If other numbers are available, try another
3. If no working numbers, skip the person

Person asks to be removed from calling list

1. Follow the script’s “Do not call” or “Remove from list” path
2. If no such path exists:
   • Click Skip
   • Make a note in a supplemental field if available
3. Report to project admin that this person requested removal

Call gets disconnected

1. Click Call interrupted
2. Choose:
   • Resume call if attempts to reconnect to person are succesful
   • End call if attempts to reconnect to person are not succesful. This will move you to the next person in the pool.

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Technical issues

Page freezes or won’t advance:

1. Click Go back in the navigation panel and try again
2. If that doesn’t work, refresh the page (you’ll lose progress on this call)
3. Report the issue to Broadstripes support

Can’t hear them / they can’t hear you:

• This is a phone issue, not an app issue
• Use your regular phone troubleshooting (check volume, connection, etc.)

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Completing a call

When you reach a Call Complete button in the script: Automatic data save

1. Review all the data you collected
2. Verify custom fields are filled correctly
3. Check that bad phone numbers are marked
4. Assessment updates are noted

Supplemental fields If the script includes supplemental fields, you’ll see them at the bottom of every page of the call:

• “Any additional notes?”
• “Caller observations”

Fill these out if you have relevant information. Complete the call

1. Click Call complete
2. All data is saved immediately
3. The person is marked as called in this pool
4. Timeline notes are created to log the call on the person’s timeline
5. Custom fields are updated

What happens after the call is complete

Random pools:

• You’re immediately shown the next person to call
• Click Start calling to continue
• Or click End session to stop

At-Will pools:

• You return to the list
• Choose the next person to call
• Or click End session

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Ending your call session

When you’re done calling:

1. Click End session in the navigation panel or in the list view.
2. You’ll see a Thank You message.
3. Close the browser tab to leave the call center.

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