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
