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 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
Published On: 17th Jan 2023 - Last modified: 30th Apr 2025
Read more about - Video, Ben Booth, Dialler, MaxContact, Videos
