Outbound Services

Many of our customers are surprised when they look at the reporting information that we provide and compare what is actually happening with what they think is happening.

Real time reporting is a great aid to decision making within your business.

dialler

Predictive Dialler Mode

Predictive Dialing is normally used when you have high volumes of calls to make which are likely to be of similar duration, and is typically used in a sales environment. It is the most aggressive form of automated dialling and consequently can be deemed to be the most productive. It involves dialling out on more than one line per agent in a bid to keep all agents busy all of the time.

Situations where predictive dialling has the most potential are those where talk/wrap times are short, live call rates are low and you have at least 10 agents working on your campaign. Under these conditions the benefit of predictive dialling over preview dialling can be as high as 20 or more minutes in the hour.

New legislation brought in to combat the rise in silent calls means that it is essential to choose a dialler that was designed from the outset with compliance in mind, as only then will you reap the benefits of dialling in a predictive manner. As a user making a decision to buy a dialler the issue is not whether a dialler is compliant.  Every vendor claims compliance, and compliance is not hard to achieve.

The real issue, which cannot be over-emphasised, is the ability to dial efficiently under compliance.

Any buyer who cannot be sure to achieve this should keep his money in his pocket, or stick to progressive or preview dialling. Many people do not realise how few abandoned calls they are allowed to make!

Imagine that you are running a predictive campaign where one in every five calls is answered by a person, and you are working within the OFCOM limit of 3% for abandoned calls.

What is the maximum number of abandoned calls you can make under compliance per 1000 calls dialed?

This is not a trick question; think about it for a moment, before you check the answer at the bottom of this page. Once you have used your quota you will have to resort to compliant dialling modes (progressive or preview) which are likely to lead to a drop in agent productivity. How can you avoid this?

By choosing the right dialler to start with!

Most diallers were designed to make as many calls as possible as quickly as possible in order to keep agent productivity high. Others were designed to monitor the progress of an agent through the script and guess at when they were likely to become free and make the next call based on that.

Our dialler was designed to cope with compliance rules and as a consequence makes millions of calculations in order to decide the likelihood of ANY agent coming free in the next second, two seconds, etc and dialling the next number on this basis.

The answer is 3% x 20% x 1000 = 6!

Power Dialler Mode

Power dialling is also refferred to as Progressive dialling. This mode is a step up the automation scale from Preview dialling but not as aggressive as Predictive dialling.

When running in power dialler mode, as soon as an agent has finished a call and wrapped up, another call will be initiated for that particular agent. This means that at any one time you are only making calls for your agents on a 1:1 line:agent basis.

This means that you maximise agent productivity with no chance of making a silent call.

Power dialling would be used when you are running a campaign with a lower number of agents, or alternatively on business to business campaigns, where live connect rates are likely to be higher than on business to consumer campaigns and therefore there is no need to dial as aggressively.

Preview Dialler Mode

Preview dialling can be used in various environments, typically in low volume campaigns, business to business, blended inbound and outbound, or in circumstances when the agent needs to review information of the contact prior to them being called.

Preview dialling allows the agent screen to be popped with details before the call is made, allowing the agent to decide whether or not they wish to make the call. If the agent decides not to make the call, the number is sent back to the database and the agent is presented with another call.

This mode can be configured to give the agent a rest time or "breather" between calls, giving agents a specified time to make notes or carry out administrative tasks between calls, and the length of time that the screen is popped prior to the call being made is also configurable.

Call Retry Schema

A schema can be created to decide how to handle re-tries in the event that a call is not connected. Each possible outcome can be configured to be handled in a different way. Settings are configurable on a per campaign basis using our call retry schema.

Agent Specific Callbacks

In most campaigns, if an agent is connected to a number and that person requests a callback at a later time or date, it is preferable to give the original agent the call back when it is dialed.

This is particularly true of outbound sales campaigns where agents are paid a commission for each successfully completed transaction or sale.

Our 'outbound blending' function means that as one campaign runs down and agents are switched to other campaigns, any callbacks left over from the first campaign will still be made and handed to the appropriate agent, so customers will always get the callbacks that they requested.

Multiple telephone numbers per contact

If you have several telephone numbers for a contact, the system can dial them in succession if necessary (supports 10 different numbers per contact.)

Sophisticated retry strategies are available for handling multiple contact numbers including trying one number several times first, or alternating numbers on a round robin basis.

Screen against Do Not Call lists

If you have lists of numbers that have expressed a desire to be removed from your telemarketing lists, the system will screen your dialling lists against these Do Not Call lists at the start of your campaign

Similarly, if you are a subscriber to the Telephone Preference Service, you may wish to screen against it before running your campaign.

Each campaign can be screened against single or multiple lists.

Transfer calls externally or to other campaign members

The system will allow call transfers to either other member of the campaign or to external telephone numbers. The system supports three types of call transfer - blind, screened and conference.

Tansfers can be either:

Blind - which would be equivalent to the following operations:

  1. put the call on hold
  2. press the transfer key
  3. dial the destination number
  4. hang up.

Screened - which would be equivalent to the following operations:

  1. put the call on hold
  2. press the transfer key
  3. dial the destination number
  4. wait for the call to be answered
  5. hang up

Using a screened call transfer means that should the transfer call not be answered, it is possible for the agent to reconnect to the customer and resume the conversation.

Conference - all three parties are able to converse with one another before the customer is transferred.

If a call is transferred internally to another member of the same campaign, the screen data will also be transferred along with the call, inlcuding any infomration that has been collected about the customer during the call so far. This saves the customer having to repeat information and saves different agents having to ask the same set of questions.

Compliance

We believe that anyone who is making outbound calls must dial in a compliant manner. In today’s legislative environment, you simply cannot afford to use a dialler that does not meet compliant standards.

Whilst most diallers are now compliant, dialling efficiently under compliance is a different matter.

Our dialler was designed from the outset to dial under compliant dialling rules, and as such will deliver performance whilst keeping you inside the law. This is not true of most of our competitors.

Ofcom introduced legislation in March 2006 to combat the rise in abandoned or silent calls.

The legislation requires:

  • The abandoned call rate must be no more than three per cent of live calls on each individual campaign over any 24 hour period;
  • In the event of an abandoned call, a very brief recorded information message is played within two seconds of the call being answered which contains at least the following information:
    • The identity of the organisation on whose behalf the call was made, which will not necessarily be the same organisation that is making the call;
    • Details of a no charge (0800) or Special Services basic rate (0845) number the called person can contact so that they have the possibility of declining to receive further calls from that organisation; and
    • Includes no marketing content and is not used as an opportunity to market to the called person;
  • Calls which are not answered must ring for a minimum 15 seconds before being terminated;
  • When an abandoned call has been made to a particular number, any repeat calls to that number in the following 72 hours must be made by a live operator;
  • For each outbound call a Calling line identification (CLI) number is presented to which a return call may be made which is not charged at a higher rate than the national call rate;
  • Any call made by the called person to the contact number provided shall not be used as an opportunity to market to that person, without that person’s consent;
  • Records are kept for a minimum period of six months that demonstrate compliance with the above procedures.

Reporting

One of the main reasons for using a dialler or ACD in your organisation is to improve productivity, and without adequate reporting this is very difficult to measure.

Our reporting suite consists of two parts - a graphical desktop display showing what is happening in your campaign in real time, and a comprehensive selection of web based reports that run seconds behind real time.

Our web based reports are linked to our call recording solution, which means that as you drill down through a report, for example sales for a specifc agent within a specific campaign, with one click all of the assoicated call recordings are displayed. From there they can be listened to or downloaded to your local machine for storage.

State viewer shows not only how many agents you have logged into your campaign and what they are doing, but also gives you an overview of how your data is performing.

Our web based reporting includes reports on:

  • Agent logins
  • Talk, wait and wrap times
  • Call outcomes
  • Switch outcomes
  • Call recordings
  • and importanly includes a report showing you how much your campaign has cost to date.

Scripting

Our graphical scripting tool allows you to build your script using drag and drop pages.

Agents move through the script page by page, and are able to collect and/or edit existing information about customers.

Our scripts are HTML based which means that web functions like drop down boxes, radio buttons, check boxes, etc can be used in your script design.