Contact Centre Diallers

Asterisk Business VoIP Consultants provide comprehensive Workforce Management and outbound dialling platforms as part of our unified communications package for business clients throughout the UK and Ireland. The ability for small to medium sized businessed to manage outbound calls is a crucial aspect of any business. There are three methods of making outbound calls - preview diallers, progressive diallers and predictive diallers - which can be summarised as follows:

Preview Diallers

With a preview dialler at the end of a call, call agents are able to see the next call in the list with informtion provided to them through the preview diallers system while eliminting the risk of abandoned or silent calls.

It is at the discretion of the call agent as to when to make the call and they may also be able to skip to the next customer/client on the list.  This can be suitable for slightly more complex sales where a degree of research is required between calls to increase the chances of success.

Preview diallers are best utilised during campaigns where individual customer interactions are complex and the call agent needs to be aware of certain details before making the call.

Progressive Diallers

A progressive dialler provides the call agent/operator with the ability to make the next call while they are in the process of completing the previous call, the system automatically dials the next number on the list. This feature eliminates the waiting time between calls and consequently can improve the productivity of the contact centre's teams significantly.

Progessive diallers are most convenient for calls that are very similar in nature and advisors benefit from having the system tee up the next call for them. It is most commonly used in campaigns focused on an existing customer base where the objective is to renew or up-sell a product or service.

Predictive Diallers

The most intensive solution is the predictive dialler. With the progressive dialler although calls are made as soon as advisors are available many of those calls incur a long ring time, are engaged or hit an answer-phone which results in wasted time with a call agent on the end of the line.

The predictive dialler determines that a percentage of calls will be unsuccessful and therefore over-dials connecting ‘live’ callers to the operators once they become available. Predictive diallers are ideal for very high volume low margin outbound contact centres where the efficiency of the operators and the cost per call are critical such as commodity product sales.

For more information about our Contact Centre Diallers and Contact Centre Solutions contact the Asterisk PBX Consultants from Ireland on +353 (0)1 293 0090 and from the UK on +44 203 46 80 786.