We tend to get this type of question more that we should. To an inexperienced user, this symptom seems like a system issue, where more often than not, it’s a simple misunderstanding of the system’s capability. Let’s take a look at a few of the most common reasons why people aren’t answering your outbound contact center calls.
If preview dialing is slow and methodical, and predictive dialing is dialing on steroids, you have to wonder how to characterize auto dialing.
To be clear, here we’re discussing auto dialing that doesn’t involve predictive dialing. That’s a special case of an auto dialer that attempts to connect agents to calls as soon as possible. There are cases where you don’t want to involve an agent, or only in certain cases. You may need an auto dialer.
An auto dialer is usually used in three cases:
Slow and steady wins the race. It’s not about the slow, it’s about the steady, really. Preview dialing can be slow. Predictive dialing can be a bit unpredictable at times. With progressive dialing, your agents are always doing something. Progressive is the default method most call center software uses to route calls to agents. A lead pops up on the screen at the same time it begins dialing. Because it is dialing on behalf of a specific agent, that agent does hear call progress. If the call is connected, the agent is there the moment the caller picks up. Continue reading Progressively Profitable Call Center – Outbound Dialing Part 4
Are your outbound agents spending most of their time talking to clients, or each other? If you’re not using the right mode of dialing for your campaign, it could be the former. When you have an outbound dialing campaign, the agent talk rate is going to be a big factor in its effectiveness. The more time agents spend talking to clients, the better. You need to have a good understanding of the options available, and when each may be most effective. Continue reading Outbound Dialing Part 1: Profit from the Four Ps of Outbound Dialing