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

Ben Booth at MaxContact outlines how contact centres can get the best of their outbound dialler.

How You Can Get the Best out of Your Outbound Dialler

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

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

• Why Customer Experience (CX) Matters
• The Difference Between Customer Experience and Customer Service
• What Is Average Handling Time and How Do You Measure It?

Author: Ben Booth
Reviewed by: Robyn Coppell