Outbound Dialling Reference Guide

Contents

Beginners

• What is an outbound call centre [New!]
• Typical outbound call centres [New!]
• Types of diallers
• Benefits of outbound
• Inbound and Outbound
• Customer Case Studies
• Scripting in outbound calls [New!]
• How to create an outbound call centre

General

• Call blending
• A list of Outbound telemarketing companies
• Reducing outbound calls (from a customer perspective)
• Outbound dialling to mobile phones
• Outbound team structure [NEW!]
• Quality parameters in outbound calls [New!]
• Outbound dialling issues [New!]
• Dialler strategy [New!]

Sales

• Outbound sales commission [NEW!]
• Best outbound calling times for a call centre [Updated!]
• Outbound calling on weekends and bank holidays
• How many calls should an outbound agent make [New!]

Regulations

• Dialler regulations
• A beginners Guide to the Ofcom Regulations [Updated!]

Technical

• Typical dialler features
• What to look for when buying a dialler
• Answer Machine Detection
• Outbound scripting software [NEW!]
• List of outbound diallers
• Integration with other technologies [NEW!]
• Outbound dialling applications [New!]
• Outbound KPIs [New!]
• Outbound Management Information (MIS) [New!]
• The predictive gain of Predictive Diallers [New!]

Companies Supporting the Project

• Infinity CCS
• Rostrvm Solutions
• Aspect
• Opex Hosting
• Sabio
• Noble Systems
• Interactive Intelligence
• Avaya
• Contact Babel
• Azzuri
• Noetica
• Touchstar Call Centre Software
• Sytel
• itCampus

Content in other parts of the wiki

• Introduction to call centres
• A career in call centres
• Call Centre Jargon
• Call Centre Helper Home page

• Call Recording and Speech Analytics Reference Guide

Editing

To keep the quality and integrity of this wiki editing has been restricted to a limited number of people in the call centre community. If you would like editing rights please contact Jo on the Newsdesk