Outbound Dialing Reference Guide
This week we launch the second phase of the Outbound Dialling Reference Guide. 19 articles have been added or updated, bringing the total to 32 articles.
As far as we can work out, this makes it the largest independent collection of writing on outbound dialling on the internet.
What makes it different is that it has been written collaboratively by a team of people from across the industry. We have used a wiki-based platform, so that it can easily be updated by any of the project team.
The guide contains a wide range of information from beginners to intermediate levels.
Lots more information added in
- What is an outbound call centre [New!]
- Typical outbound call centres [New!]
- Customer Case Studies[Updated]
- Scripting in outbound calls [New!]
- Outbound team structure [NEW!]
- Quality parameters in outbound calls [New!]
- Outbound dialling issues [New!]
- Dialler strategy [New!]
- Outbound sales commission [NEW!]
- Best outbound calling times for a call centre [Updated!]
- How many calls should an outbound agent make [New!]
- A beginners Guide to the Ofcom Regulations [Updated!]
- Answer Machine Detection[Updated]
- Outbound scripting software [NEW!]
- Integration with other technologies [NEW!]
- Outbound dialling applications [New!]
- Outbound KPIs [New!]
- Outbound Management Information (MIS) [New!]
- Speech Analytics for Outbound [New!]
- The predictive gain of Predictive Diallers [New!]
A Collaborative Guide
The project has been a really collaborative effort and has been supported by the major players in the outbound dialler market.
- Infinity CCS
- Rostrvm Solutions
- Aspect
- Opex Hosting
- Sabio
- Noble Systems
- Interactive Intelligence
- Avaya
- CallMedia
- Noetica
- Contact Babel
- Touchstar CCS
- Sytel
Special thanks to Carl Adkins, Ken Reid, Dave Vernon, Sian Ciabattoni and Michael McKinlay for providing the bulk of the information in this update.
As time moves on we will be adding new content to the guide (there are already a number of articles in progress).
We are on the lookout for new people to join the panel, particularly managers who operate outbound diallers. If you would like to contribute or have editing rights, please drop us a line.
View the Outbound Dialling Reference Guide
Hello, I really liked the information you have compiled.
I feel there are several centres who actually follow these procedures but not a in a structured format, which you have laid int he above document.
I have been involved in inbound and outbound call centre operations for over 5 years and now head the business development team for our company. Will be happy to know if I can value add to your information.
Regards,
Nawaz Pasha
Comment by Nawaz Pasha — 12 Nov 2009 @ 2:18 pm