Automated outbound dialling
Successfully manage your outbound dialling campaigns
This computer telephony integration (CTI) eliminates much of the inefficiency of manual dialling, both in managing the call backs on dialling lists as well as speeding up and eliminating errors in the actual number dialling. Our contact centre's dialling platforms are all 'network based' which means they will work with any standard telephone system as no actual integration is needed to the onsite PBX, we use standard phone lines (or VOIP) to establish voice connections with agents.
Progressive dialling separates the dialling of contacts from the agent's line to separate dedicated equipment. Calls are automatically placed by our contact centre's diallers, and automatic call progress analysis ensures that only live connections are put through to agents. This significantly reduces costs, as agents don't need to deal with no answers/busy/deadlines/special information tones etc. which increases individual agent productivity. Agents are displayed the appropriate called data record at the same time as a 'beep' is played in their headset to warn them of a new connection. Usually an onscreen script is displayed to prompt the agent how to process the connected call.
Predictive dialling (PD)
Predictive diallers utilise a number of statistics to predict how many numbers to call simultaneously to minimise agent waiting times, dialling multiple lines per agent. It does this by scoring statistics such as agent's expected talk & wrap times, plus the number of agents actually waiting, with the likelihood of any particular number being dialled being answered. Once call connections are made the call is connected to the agent in the same way as progressive dialling.