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The Power of Prediction – Outbound Dialing Part 3: Predictive Dialing

call center agents with predictive dialer

If your goal is to keep your call center as busy as possible, and you have plenty of leads, lines and agents, then predictive dialing may be right for you. Many people confuse predictive dialing with power dialing, but they are different. Power dialing is usually the straightforward dialing of X number of calls for every agent currently waiting for a call. It’s an unsophisticated approach that’s easy to implement, so it is widely available.
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Better Know Your Leads — Outbound Dialing Part 2: Preview Dialing

preview your client informationDo you know who your clients are? Do your agents? In some outbound dialing campaigns, it’s critical for your agents to know to whom they are speaking before they’ve said “Hello.” The leads are distinct enough that the agent needs to familiarize herself with the particulars of this particular contact before clicking “Dial”. In some cases, this may mean a few minutes of study. Continue reading “Better Know Your Leads — Outbound Dialing Part 2: Preview Dialing”

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Outbound Dialing Part 1: Profit from the Four Ps of Outbound Dialing

Connect More with Your Call Center SoftwareAre 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”