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The hidden gems of outbound dialling

How to make the most of your outbound dialling capabilities, to maximise staff utilisation and improve customer experience

Jeremy Payne International group marketing director, Enghouse Interactive jeremy.payne@

Automated outbound dialling can be a powerful productivity tool for organisations that depend on proactive outbound customer communication in their business models. For those businesses that use technology

to get their outbound strategy right, there are huge benefits in terms of time and cost savings and enhanced operational efficiencies. But outbound dialling can and should be about so much more than teams of operators sitting at their desks, trying to get through as many calls as possible. Here, we take a look at some of the

hidden gems of the approach and how it can be used to drive real benefits to businesses and their customers alike.

Make the most of your staff Ironically, one of the areas where outbound dialling can help businesses most is in managing the workforce more effectively when firms are having to deal with large volumes of incoming calls. An outbound dialling capability can be a

huge benefit in this context if the customer is presented with an option to have you call them back, as opposed to sitting in a queue. Once this request is initiated, it generates an outbound call immediately when the right agent, with the right skill-set, becomes available, saving the customers time and loyalty while maximising staff utilisation. To be successful, however, it is an approach that relies on good workforce

October 2015

management to ensure agents with the right skills are available to field calls and good training to ensure sufficient agents are multi-skilled to enable the business to manage calls efficiently at peak times.

A queue-busting approach The same approach can be key in delivering an improved customer experience. A well- integrated outbound dialling system can retain the caller’s position in a virtual queue, even after the call itself is dropped, and then reconnect them when they are about to reach the front of the queue. It saves time and money, while driving up customer satisfaction and loyalty.

Blend inbound and outbound More businesses are looking to blend their inbound and outbound approaches. They are starting to look at managing single platforms rather than trying to pull together

two, typically high-end technologies supported by different IT and operational teams. Reporting for all interactions was

previously separate, which meant that it was not possible to demonstrate positive trends in operational productivity across the entire agent pool. If either inbound or outbound volumes

are relatively low, contact-centre staff can be used to assist other teams and can easily be moved using a single configuration tool. Moreover, information provided during inbound interactions can be used to manage outbound campaigns, and help drive efficiencies across the whole business.

Speech analytics The use of speech analytics, recording, and listening software can play a key role in outbound campaigns. Businesses can analyse the best performers in their outbound team and use technology to analyse the kinds of words and phrases they use at certain points as part of a typical interaction. These phrases can then be shared across

Businesses can analyse the best performers in their outbound team and use technology to analyse the kinds of words and phrases they use at certain points as part of a typical interaction

the group to optimise the engagement process, while phrase recognition can also be applied across a range of vertical sectors to ensure compliance with specific industry regulations. It is yet another hidden gem of a

coordinated and proactive outbound dialling approach. CCR


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