Every once in a while there is a campaign which need special time and attention with careful planning and preparation. Such campaigns are normally the result of previous ‘volume’ calling where many thousands of prospects have been called and qualification data collected. It would now be the task of product or process specialists to re contact the prospects and pose a solution to the problem which has been identified thorough some fairly device questioning on a prior call.
Recognising that both the cost of collecting or purchasing this data is going to be significantly higher, the conversion rate becomes ever more important.
Maximise predictive dialer operating in a Preview dialing mode is the solution to managing the balance between productivity and efficiency within this scenario.
Agents would receive a screen pop with all of the associated customer information and when they are ready to do so could one click for the record to be dialed. Once the customer answered the call the Agents would be fully prepared to address the customer and would therefore have an increased opportunity to deliver a positive impact on the overall campaign conversion rate.
Preview Dialing is largely applied within the healthcare, insurance case management, complex debt collection and Enterprise Sales lead management sectors, and preview campaigns can be delivered with the option for agents to reject records switched on or off.
