Outbound Dialing Strategies

Outbound dialing can be configured for either predictive or preview dialing:

• Predictive Dialing is ideal for companies calling with lists of outbound calls to make in mass volumes, without needing to know the specifics about the person to be called.

• Preview Dialing is ideal when agents need to review information about the contact prior to calling.

Predictive Dialer

The autodialer preceded the predictive dialer. It just automatically dials telephone numbers for agents who are idle or waiting for a call. The predictive dialer uses a variety of algorithms to predict both the availability of agents and called party answers, adjusting the calling process to the number of agents it predicts will be available when the calls it places are expected to be answered.

 

The predictive dialer monitors the answers to the calls it places, detecting how the calls it makes are answered. It discards unanswered calls, busy numbers, disconnected lines, answers from fax machines, answering machines and similar automated services. It only connects calls answered by people to waiting sales representatives, which frees live operators from the task of manually dialing telephone numbers and subsequently listening to ring tones, unanswered or unsuccessful calls.

 

Preview Dialer

The preview dialer also automatically dials from a list of numbers, but differs from the predictive dialer, which turns all calls over to the next available agent. The preview dialer presents the call center agent with the information about the prospect or customer to be called and requires a response either to make the call or not to make the call. The agent has complete control over the dialing process in a preview dialer and can inform the phone system if and when the call is to be placed. Managers can create a call list of prospective numbers from an import list or one of their own Customer Relationship Management (CRM) databases. Managers can also select specific lists for their agents to call and monitor the flow. It enables managers to keep track of all the calls and keep on top of productivity.

 

Kelly Media Group offers superior marketing solutions with the latest outbound dialing technologies including phone blasting, “Press 1” and voice broadcasting that have been proven marketing solutions with many industries. 

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