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