Outbound Call Centre

Outbound call centres dial out to reach customers or prospects, and are typically used when a sales team is prospecting for new customers. Outbound call centres may utilize autodialer and predictive dialing solutions to help maximize agent productivity by increasing the talk time and amount of connections agents can make with customers.

Predictive Dialer

A predictive dialer is an automated telephone dialing system that enables call centre agents to dramatically increase their number of live connections. Predictive dialers connect agents only to calls that are actually answered by people, freeing agents from the need to listen to unanswered calls, busy signals, disconnected lines, or answers from answering machines and other automatic services. Predictive auto dialer software learns to anticipate when agents will become available and speeds up and slows down the dialing rate accordingly. Good predictive dialers can also analyze unsuccessful calls to determine if the number needs to be called back later or requires special handling, such as a manual call by an agent.

Preview Dialer

A Preview Dialer allows each contact record to be automatically delivered to agents based on your outbound campaign settings, such as list priority and ratios. This feature enables agents to review contact details prior to placing a call, ensuring they are fully prepared before engaging the customer. The system automatically dials based on your campaign settings, and agents can optionally skip records that should not be dialed. Preview dialing is ideal for contact centres that deal with complex sales. Before dialing, the Preview Dialer delivers essential information to agents so they can better prepare for their next call, maximizing the chances of a positive business outcome. This functionality empowers your agents while leveraging automation, ensuring powerful customer connections.

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