Outbound Dialling Reference Guide

One of the most comprehensive collections on information on Outbound Dialling on the Internet.

Contents

Beginners

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

Outbound team structure

General

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

Sales

Outbound sales commission

• Outbound sales commission
• Best outbound calling times for a call centre
• Outbound calling on weekends and bank holidays
• How many calls should an outbound agent make
• Top tips for selling over the phone [NEW!]
• Top tips for increasing telesales conversions [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
• List of outbound diallers
• Integration with other technologies
• Outbound dialling applications
• Outbound KPIs
• Outbound Management Information (MIS)
• Speech Analytics for Outbound
• The predictive gain of Predictive Diallers
• Workforce Management in Outbound Call Centres [NEW!]

Companies Supporting the Project

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

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