Our dialler management services provide several key benefits:
We currently use different dialler modes for outbound campaigns: Preview dialling, Progressive dialling and Predictive dialling. The largest mode and most effective available is the Predictive dialler which is used in large call centres and is very similar to the Progressive dialler mode.
This is the simplest outbound dialler. The Preview dialler selects the customer details from a call list and assigns the call to an agent. The agent can then look at the customer record and decide outbound dial this customer or not.
The main constraint to using the preview dialling is that agents could potentially spend too long previewing customer details and when they place the call the customer isn’t available.
We reduce this effect through a combination of:
This is like Preview dialling, except for a small difference: the decision when the customer is called is not made by the agent but by the system. Agents have a ‘preview time’ and as soon as this time has elapsed, the system dials the outbound call automatically. Once the call has finished the next outbound call is routed automatically to the agent. Effectiveness is increased in the agents by this automation.
Progressive dialling gives agents a short amount of time to review the customer's details whilst the phone is ringing, although they don’t get to choose to call the customer or not compared to the Preview dialling campaign. However, this may be what you want to do on the outbound campaign.
While Progressive dialler places outbound calls after the agent shows availability to take the call, the Predictive dialler initiates outbound calls based on a pre-set dialling campaign before the agent is free to take the call.
The limitation is not having enough agents available on the lines so silent calls will be made. We prevent this by having the suitable numbers of staff on the lines at once and a well-constructed campaign keeps the silent calls to a minimum and 100% within OFCOM regulation standards.
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