Tips To Get the Best Out of Your Outbound Dialler

Video Image: How You Can Get the Best out of Your Outbound Dialler

817

Outbound dialling has evolved over the years. In the past, contact centres relied on predictive dialling, working through large lists without considering the quality of the data.

This approach treated all contacts the same, leading to inefficiencies, but modern outbound diallers offer smarter ways to improve results.

To find what contact centres can do to get the best out of their outbound dialler, we asked Ben Booth, CEO at MaxContact, for advice.

Video: How You Can Get the Best Out of Your Outbound Dialler

Watch the video below to hear Ben outline how contact centres can get the best of their outbound dialler:

With thanks to Ben Booth, CEO at MaxContact, for contributing to this video.

★★★★★

Two Ways to Get the Best Out of Your Outbound Dialler

Modern dialler tools make it easier for contact centres to take a more targeted and efficient approach.

To get the best results, organisations should use advanced features to prioritise and optimise calls, which include:

1. Use Custom Data Fetching

Not all data is equal, so diallers should be set up to fetch the most relevant contacts. Instead of calling numbers at random, contact centres can apply custom queries to target the right people, as Ben explains:

“We’ve seen the evolution over the last few years. Where typically contact centres with outbound predictive dialling will use a big list and dial through that list. The problem with that is that all data was treated equally and it’s not.

So tools like custom data fetching and contact strategies were introduced, in which you can implement custom queries.

An example of that would be as a debt collector I can fetch the data based on propensity to pay and debt amounts.“

2. Implement Dialling Strategies

Rather than using the same approach for every customer, contact centres can create different contact strategies.

This allows them to adjust their approach based on specific criteria, such as time-of-day dialling to ensure that calls are made when customers are most likely to answer.

“And I can introduce different criteria throughout the day, like time-of-day dialling, and optimize the results.”

By adjusting dialling strategies throughout the day, contact centres can improve connection rates and overall efficiency.

If you are looking for more great insights from the experts, check out these next:

Author
Robyn Coppell

Robyn Coppell has worked as Digital Content Manager for Call Center Helper since 2021. After University her first job was in a contact centre and has stayed in this space ever since.

She has experience of contact centre operational management, software systems, css and php coding. She edits a lot of the guest content that is published on Call Centre Helper.

Connect with Robyn on LinkedIn