Predictive Dialing – Staying Profitable and Legal in 2021

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 2021, 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

It is a lot harder for a predictive dialer to keep its balance and not generate lots of nuisance calls at extremes; low connect rates, small agent pools, unresponsive customers. Sytel’s predictive pacing engine has a track record that is second to none on maintaining outbound performance at these extremes, while keeping its balance and keeping the regulators happy.

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

Footprint compliance is built in to the inventory process, meaning scheduling automatically takes account of all facets of the compliance regime. Sytel’s footprint compliance mechanism is a rules engine coupled to Sytel’s ‘big data’ history service which allows customers to model all possible compliance rules. It also enables cross-campaign inventory rules to be set to avoid bombarding customers who are targets of multiple outbound campaigns.

4. Understanding contact value

Transcripts of conversations, call/chat history and line-of-business data all feed in to a better understanding of the value of and opportunities with each customer contact. Sytel provides out-of-the box delivery of historical data in real-time to allow value decisions to be made, either as part of the inventory process or as a natural adjunct to call processing.

5. Integration with 3rd party services

Sytel’s comprehensive API set makes it easy to make use of 3rd party best-of-breed or preferred services and solutions, such as Speech to Text, speech recognition or agent pairing decision-making.

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

What We Offer

Sytel Limited develops and supplies Softdial Contact Center® (SCC), offering multimedia, multichannel, fully blended cloud contact center solutions, for quick and easy deployment by partners offering CCaaS or enterprise users. All Sytel cloud components are secure, resilient and scale seamlessly from 10 agents to 10,000+, whether local, mobile or remote.

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Flexible Contact Center Platform

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Integration Via APIs

Integration Via APIs

'Swap out' components and integrate with 3rd party apps

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World Class Development

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all media channels

All Media Channels

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Agent Multi-Tasking

Work with multiple live contact sessions of any media channel

Dynamic Workforce Management

Dynamic Workforce Management

Automated, ‘best available’ decisions to manage agents and balance work load, across all media channels

Predictive Dialing

Predictive Dialing

Best-of-breed performance under compliance

Optimised Inbound Routing

Optimised Inbound Routing

Smart rules and 'best-available' decisions to drive great customer service

Agent Scripts

Agent Scripts

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Voice and Screen Recording

See and hear exactly how agents are interacting

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Measure and evaluate performance at every level

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Stored customer contact history, to aid routing and add context to conversations

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Softdial One™

Softdial One™

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Softdial Scripter™

Softdial Scripter™

Create complex process flow scripts for agents, IVR, chatbots and other applications

Sytel AI Dialer™

Sytel AI Dialer™

Best-of-breed predictive dialing under any compliance rules

Softdial Pathfinder™

Softdial Pathfinder™

Precise routing rules for 'best available' connection

Softdial Media Server™

Softdial Media Server™

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Softdial Reporter™ 5

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Softdial Publisher™

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Softdial Recording Monitor™

Audio and screen recording of agent activity to ensure the highest standards

Softdial Campaign Manager™

Softdial Campaign Manager™

Comprehensive configuration and control for outbound campaigns

Softdial Repository™

Softdial Repository™

Central storage and configuration of common resources

Sytel Global Compliance™

Sytel Global Compliance™

Flexible 'no contact' rules to protect contact center and consumer

Markets

Performance and efficiency for a wide range of business applications

Customer Service

Customer Service

Connect quickly to well equipped agents

Sales & Telemarketing

Sales & Telemarketing

Maximise agent productivity with best-of-breed predictive dialing

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Market Research

Market Research

Best-of-breed predictive dialing with CATI integration

Collections

Collections

Automated inbound/ outbound blending integrated with any debt management app