A campaign finishes on Thursday. Some people spoke to the agent and were interested. Some asked for a callback on Monday. A large group never picked up. A few said no, firmly. On many floors the next step is to take the original sheet and run it again, which means the people who said no hear from you a second time, and the ones who asked for Monday are mixed in with everybody else.
Re-churn starts from what happened. Every contact sits in one group by their latest result: spoke to the AI, spoke to a person, or was not reached, and why. You tick the results you want and it shows who would be called before anything rings.
Four groups, four different calls
Callback asked
Start here. These people told you when to call. Don't let them wait behind anyone else. If your agent's script for the first round opens with an introduction, a second-round agent should open differently, since they already know who you are. Caller memory helps with this.
Interested
Think about who rings them. A warm lead on a big-ticket sale might go to a person on your team and skip the second AI round. Use a priority filter so you are working from each contact's latest scored call.
No answer
These are worth another try at a different time. Use Last called to leave out anyone rung recently, so nobody gets two calls in a day. Turn on Best time to call in the schedule. For people who never answered at 11 am, it may help little until there is more data, so try a different slot in your schedule too.
Attempts used up
Think hard here. Someone who has ignored five calls has given you an answer of a kind. Their numbers can also hurt you, because a number that stops being answered may be marked as spam. A message may be a better next step than a sixth call.
Who it always leaves out
Do-Not-Call, refused consent and opt-outs are always left out, whatever you tick, and the dialer checks each contact again before it rings. Outcomes that count as done can also be left out. Your workspace sets the default for these, and you can change it for one run. Having the right to call everyone else stays your responsibility.
A new round, or call again in this campaign?
This choice looks minor and changes how your numbers read later.
- A new round moves people into a new campaign, pointing back at the one it came from. The old campaign keeps its results and never rings them again. Use this when you want to compare round one with round two, or when round two has a different agent or script.
- Call again in this campaign starts their attempts there from zero, and resumes a finished campaign. Use this for a simple top-up with the same agent, where you don't need a separate result.
Someone already rung by a later round is not called here, so re-churn them from that round.
Check before you start
You can see exactly who would be called, and the estimated cost if you are allowed to see costs. Look at the count. If you meant to reach two hundred callbacks and the screen says six thousand, a tick went astray.
Nothing rings until you confirm, and calls then follow the campaign's schedule and the calling hours, so outbound goes out only between 9 am and 9 pm IST. Both actions ring real customers, and every answered call is billed. Start small and listen to a few calls, especially if you have changed the script.
What should change between rounds
A second round with an identical script often gets an identical result. Before you run it, read what the first round told you. Conversation Intelligence can show you the objections people raised. If most people asked about delivery times and the agent had no answer, fix that first. If you are unsure which opening works better, test the two against each other on the second round.
Cost
Re-churn has no charge of its own, and it comes with campaigns on every plan. Each answered call is billed by the minute at your voice tier's rate, and a dial nobody answers can carry its own fee. Rates are on the pricing page. The first campaign can be planned with the campaign guide.
When to stop
There is no clever setting for this. Look at each round's answer rate and what those calls produced. When a round costs more than the business it brings in, stop, and leave those people in peace until you have something new to tell them. The people who asked you to stop, you have already left alone.