Proactive Outbound Solutions Fundamentals

Learn the fundamentals of the Outbound Dialer and Proactive Strategy for telemarketing campaings

What you'll learn
Learn the basic concepts of Outbound Dialing
Understand the components of an Outbound Strategy
Learn basic terminology of the Proactive Solutions
Understand the Dialer functions and Planning
Requirements
None
Description
On this training you will learn the basics of a Proactive Outreach System also called a Predictive Dialer. A predictive dialer dials a list of telephone numbers and connects answered dials to people making calls, often referred to as agents. Predictive dialers use statistical algorithms to minimize the time that agents spend waiting between conversations, while minimizing the occurrence of someone answering when no agent is available.When dialing numbers one at a time, there are two sources of delay. First, only some fraction of dials are answered; for example, if 1 out of 3 dials are answered, a predictive dialer might dial 3 lines every time an agent becomes available. Second, even dials that are answered take some time before being picked up. If it typically takes 10 seconds for someone to pick up, and conversations typically last 90 seconds, a predictive dialer might start dialing at 80 seconds. A predictive dialer does so by discarding all tones and only passing "Hellos" from the lead to the agent.Dialing one number at a time, only when an agent is available, typically keeps agents utilized for 40 minutes per hour (33% idle time). Predictive dialing can increase utilization to 57 minutes per hour (5% idle time)Predictive dialers may be standalone hardware devices, cloud-based, or they may be integrated in software with call center or contact center platforms. A cloud-based predictive dialer provides the functionalities of a traditional predictive dialer without requiring installation on the local device and reduces the dependency on the hardware. The dialer can often also perform less aggressive dialing modes such as, power, progressive, or preview dialing.

Overview

Section 1: Introduction

Lecture 1 Introduction

Section 2: Understanding Outbound Contact Center

Lecture 2 Understanding Outbound Contact Center

Section 3: Outbound Contact Center Campaings and Jobs

Lecture 3 Outbound Contact Center Campaings and Jobs

Section 4: Understanding Predictive Dialing

Lecture 4 Understanding Predictive Dialing

Section 5: Outbound Target Markets

Lecture 5 Outbound Target Markets

Section 6: Predictive Dialing Algorithms

Lecture 6 Predictive Dialing Algorithms

Section 7: Predictive Classification

Lecture 7 Predictive Classification

Section 8: Outbound KPIs

Lecture 8 Outbound KPIs

Section 9: Outbound Planning

Lecture 9 Outbound Planning

Section 10: Outbound Agent Planning

Lecture 10 Outbound Agent Planning

Any IT, Any Contact Center User