Running a profitable outbound predictive dialing operation in 2023
The landscape for predictive dialing has changed massively in the last 20 years.
Years ago, there was the opportunity for large-scale outreach with simple propositions and relatively responsive customers. In 2023, outbound is characterised by extremely low response rates in all sectors, lots of small, targeted lists and tight regulation.
Here are five elements that are key to a profitable outbound predictive dialing operation in this brave new world:
1. Predictive pacing
2. Effective inventory management
Having a 360-degree view of the campaign, agent resource availability, and intelligent interpretation of campaign goals is necessary when scheduling dialing inventory. Sytel’s unique approach allows customers to define the rules and then leave well alone. Sytel’s Campaign Manager uses intelligent and adaptive scheduling to deliver the right calls at the right time, while adapting constantly to changing conditions. This ensures best possible performance and frees supervisors from the burden of constantly having to check and adjust strategies.
3. Built-In Compliance
4. Understanding contact value
5. Integration with 3rd party services
See also …
Sytel AI Dialer™
Best-of-breed predictive dialing under any compliance rules
Softdial Campaign Manager™
Comprehensive configuration and control for outbound campaigns
Sytel Global Compliance™
Flexible ‘no contact’ rules to protect contact center and consumer
More dialing resources
Learn more about predictive dialing …
Rules and Compliance for Predictive Dialing in the US
Compliance Guidelines for Predictive Dialling in the UK
Optimising Performance with Call Disposition Codes
Optimising Ring No Answer
Case studies
Kantar (Global) – Fully Managed, Multi-Tenant CCaaS Solution
BVA Group (France) – Ready-Made CATI/ Dialer Integration Drives Expansion
GDCC (US) – Cloud Hosted Deployment Driving Multiple CATI Platforms
Abt (US) – Cloud-Based Deployment Serving Multiple Sites
EMRS (Australia) – Cloud Deployment with CATI Integration
IFF Research (UK) – Cloud-based Deployment for Work-at-Home Interviewing
What We Offer
Sytel Limited develops and supplies Softdial Contact Center® (SCC) – multimedia, multichannel, fully blended cloud contact center solutions.
Available by subscription as CCaaS, fully managed and supported by Sytel, or for quick and easy deployment by partners and enterprise users.
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Best-of-breed performance under compliance
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Smart rules and ‘best-available’ decisions to drive great customer service
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Stored customer contact history, to aid routing and add context to conversations
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Softdial One™
Highly flexible unified web UI for agents, supervisors and administrators
Softdial Scripter™
Create complex process flow scripts for agents, IVR, chatbots and other applications
Sytel AI Dialer™
Maximum predictive dialing performance, under any compliance rules
Softdial Pathfinder™
Precise routing rules for ‘best available’ connection
Softdial Media Server™
Core telephony functions to manage all inbound/outbound SIP calls
Softdial Reporter™ 5
Fully customisable performance stats, charts and reports, across all channels
Softdial Publisher™
Comprehensive data output to build your own reports
Softdial Recording Monitor™
Audio and screen recording of agent activity to ensure the highest standards
Softdial Campaign Manager™
Automation to optimise any outreach strategy
Softdial Repository™
Central storage and configuration of common resources
Sytel Global Compliance™
Flexible ‘no contact’ rules to protect contact center and consumer
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Market Research
Best-of-breed predictive dialing with CATI integration
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Maximise agent productivity with best-of-breed predictive dialing
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