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Outbound or put another way outgoing calls from a campaign can be done in a variety of ways through dialer software. A dialing system can determine many things in the campaign, from the possible response of the client to the stress levels and management of the operators, as we will see below: Predictive mode:In predictive mode, the autodialer is responsible for calculating the volume of calls required in order to achieve the highest possible productivity. However, this achievement of greater productivity brings with it two consequences that are considered negative.
On the one hand the system does not directly connect the agent with the consumer but the latter remains on “wait” until an available operator is found, this generates dissatisfaction in the contacted customer; This dissatisfaction is called “annoyance”. On the other hand, the agent is almost constantly talking and high levels of Bulgaria Phone Number conversation cause a lot of stress, which translates into a decrease in the quality of care expected during management. This dialing mode is not recommended when the campaign has few agents, since the smaller the staff, the higher the level of annoyance and the higher the level of stress of the operators, especially if the campaign is telesales.
The predictive dialer gives very good results in collection services given that they have a large number of contact telephone numbers that slow down management in other ways, and in short, the level of annoyance has no influence on the result of the campaign . [advertising] Progressive mode: In progressive mode, the agent does not intervene in the dialing of calls since they are made automatically, but the difference is that when the consumer answers, the agent will always be online. If the system is well programmed and planned, it can be very productive and efficient, achieving good results, because it allows discriminating the types of call response, for example faxes, voicemails, numbers that do not exist, etc.
On the one hand the system does not directly connect the agent with the consumer but the latter remains on “wait” until an available operator is found, this generates dissatisfaction in the contacted customer; This dissatisfaction is called “annoyance”. On the other hand, the agent is almost constantly talking and high levels of Bulgaria Phone Number conversation cause a lot of stress, which translates into a decrease in the quality of care expected during management. This dialing mode is not recommended when the campaign has few agents, since the smaller the staff, the higher the level of annoyance and the higher the level of stress of the operators, especially if the campaign is telesales.
The predictive dialer gives very good results in collection services given that they have a large number of contact telephone numbers that slow down management in other ways, and in short, the level of annoyance has no influence on the result of the campaign . [advertising] Progressive mode: In progressive mode, the agent does not intervene in the dialing of calls since they are made automatically, but the difference is that when the consumer answers, the agent will always be online. If the system is well programmed and planned, it can be very productive and efficient, achieving good results, because it allows discriminating the types of call response, for example faxes, voicemails, numbers that do not exist, etc.