Every day, outbound contact centres face the same challenges regardless of their sector – how can agents spend more time making more successful calls? Premier Contact Point leverages a wide range of industry-leading technologies and time-tested campaign management strategies to give your agents increased live calls, less administration and a powerful desktop application that helps them focus on the work that really matters – connecting to your customers.
The outbound component of Premier Contact Point is built around industry-leading predictive dialler application, which brings a wide range of cutting-edge features to enhance productivity, efficiency and agent occupancy.
Key features include the following:
- Predictive dialling – using statistics built and refined in real time, the system identifies how many calls are needed to connect with a live person and how long the average call takes. It also predicts when an agent is likely to become available and aims to have a call with a live voice connected as close to that point as possible. This can bring massive increases in agent productivity – bringing talk time up from 10-15 minutes per hour without a predictive dialler to as much as 45-50 minutes with a predictive dialler.
- Call progress analysis – as calls are launched, the system monitors the audio path to determine what kind of outcome has resulted from the initial call. Non-connects (e.g. busy tones, disconnected numbers, etc.) are screened out to be reattempted later, answering machines can be screened out or optionally connected to agents and live voices are transferred through to agents.
- Targeted dial filters – flexible and highly targeted dialling is delivered through the use of customised, comprehensive filtering strategies that mean you can dial only the records you want to dial, in the order that will perform best for you.