Here are 10 top requirements which need to be fulfilled to design a perfect outbound dialer solution.
10 Tips for Designing an Outbound Dialer Solution.
Tip #1 - Decide an outbound Dialer Strategy
Progressive − Places one call at a time is placed per available agent, it is needed to achieve a lower abandon rate; however, results in lower list penetration. Progressive dialling is recommended, where the calls are repetitive and similar in nature
Predictive − Most Common & Popular, works best when there are more than ten agents, Dialer uses an algorithm to calculate the availability of agents used to achieve high penetration rates, Records are dialled at a ratio higher than 1:1, a percentage of calls will be unsuccessful ( due to Non-answer, answering machine, voice mails etc) and therefore dialer always dials more calls & connect these to agents as soon as they come available. Some cautions regarding this approach, are the Abandon rate to be watched, It will increase much quicker if dialling too aggressively.
Preview − Preview mode displays dialling information to the agent, the agent decides the course of action to be taken, it is click to dial, The agent will be provided with an option to either accept, requeue, reschedule, snooze or disposition the record depending on skill settings, Preview Dispositions can be created.
Agentless − Campaigns without the involvement of a human agent, A call is placed & connected to an IVR port, Message, also known as a Blaster mode, can be also used for email & sms campaigns.
Tip #2 - Calculate Traffic requirements
What is the estimated Traffic per Busy Hour/Simultaneous Outbound Calls? Calculate no of IVR Ports.
How many agents are available for the outbound/blending environment? Calculate the Number of agents.
How many Skills, and Campaigns required?
Tip #3 - Understand Business Rules
Will there be a Blending environment? If yes, then we need to know the priority for inbound/outbound.
Customers’ business rules regarding compliance?
Customers’ business rules regarding Do Not Call - DNC?
Hours of operations, Time Zones, Holidays.
Tip #4 - Important Dialer parameters & tuning
Cadence ( If Dialer dials through the Cadence list - Personal, work, home number sequentially)
Retries - How many times & after how many minutes
AMD - Answering Machine Detection & treatment
Disposition Reason Codes - Define codes for dispositions
Tip #5 - Contact List Management
Size of the contact lists,
Cleaning and tuning of the same.
Identifying the unique field ( such as object ID or Contact Id)
Tip #6 - Suppression, Scrubbing features
Last-minute scrubbing of data,
Suppressions & DNC scrub
Tip #7 - List Upload - Integration Requirements
Manual Upload
CRM ( SalesForce/Zoho/Other) Integration required – Accessible through REST
Database ( SQL/Oracle) Integration required - Accessible through REST.
Tip #8 - Reporting Requirements - DataWare House
Reporting requirements
Monitoring dialer performance, thresholds, throttling alerts
Data warehouse requirements ( Dialer integration with Datawarehouse)
Tip #9 - Choosing the right platform
Which CCaaS platform to be used for designing outbound scripts?
Understand platform capabilities and limitatations
Tip #10 - Building a complete Ecosystem
Outbound dialers seldom work in isolation
Lead Management or Contact Management systems need to be build.
Design an end-to-end ecosystem for successful Dialer operations.
We can help you design & deliver a sophisticated omnichannel dialer solution, we have inhouse expertise on major CCaaS dialer platforms such as Genesys Cloud CX, NICE CXOne, Five9 etc. Contact us today ( https://www.idealconsultingservice.com/contact-us)