Outbound call centre

Many successful companies now use dialling technology that can predict how long each call will take, when the next agent is likely to become available, when busy and quiet times in customer contact are likely to be, and reject calls that encounter an engaged tone. All of which helps to make your outbound call centre operation much more effective.

There are several types of outbound dialling technology –

• Preview dialler: This type of system allows the agent who is making the call to preview the customer details before initiating the call – this gives the agent much more control over the process. Typically, agents view the customer's details from a desktop application before ‘pushing a dial button’ and are in control of when the call is made.
• Progressive/power dialler: With this system the first dialling record from a list is presented to the agent and is dialled immediately. The progress of the call is then monitored by the software. Maximum contact rates for progressive dialling are higher than preview dialling as the agents do not have to listen to ringing and engaged tones etc.
• Predictive dialler: This type of system allows calls to be dialled based on various pacing and prediction algorithms of when the current agent call is likely to end. This eliminates the time agents spends listening to ringing tones. By only passing answered calls to agents, it allows them to concentrate their time on what they are paid to do which is interacting with customers. You should expect up to 200% productivity gain over manual dialling, This type of solution is best used in B2C situations where there are high contact volumes, short duration calls, and the process requires little agent preparatory time.
• Interactive Messaging i.e. outbound IVR: This is an automated system which is being increasingly used for outbound activities such as checking abnormal activity on a credit card, to advise of a delivery time or date, as well as some low level debt collection (where immediate payment options are offered). The interaction opens with a Recorded Message which then offers the called party a number of interactive options, exercised through the keypad or by voice recognition, which will often include the choice of being connected to a live operator.

So these types of dialing solution provide a range of methods that drive up the productivity of outbound operations. However, in recent years, the legislation around outbound dialling has become more complex, with high levels of fines imposed on those companies that break the rules. It is important therefore to understand the most appropriate type of outbound solution to apply in your specific circumstances - something that our consultants can help you to understand.
 

Ask A Question

Share On LinkedIn

Tweet This