Posted on

Progressively Profitable Call Center – Outbound Dialing Part 4

 

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. Becsteady progress can be profitable in the call centerause 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”

Posted on

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”