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Magnetic North’s next generation predictive dialling algorithm says goodbye to the legacy methods of the past and introduces artificial intelligence techniques that simulate and fine tune up to 50 times a second the best possible scenario for optimal outbound dialling, automatically adjusting your campaign parameters for the best productivity. The net result is campaigns that are efficient from as few as 5 agents, with higher levels of compliant talk time resulting in more sales, collections or appointments for your outbound operation.
Different call types necessitate different calling strategies. Maximise supports preview, progressive and predictive dialling to allow customers to select the most appropriate method on a per campaign basis.
Preview dialling provides list management and reporting but allows agents to review customer information before clicking to launch the call or optionally rejecting the call from being made. A Closed Preview option will automatically launch the call after the record has been reviewed for a campaign specific time.
Preview dialling is ideal for complex case management where an agent needs to understand and consider the history of the customer to determine how to handle the call.
Typically preview dialling boosts manual talk times per hour from 12 minutes to 18 minutes and provides management information and reporting insight that is otherwise impossible to obtain.
In progressive mode we start to drive the list popping the record to the agent, but dialling the call at the same time. The agent still has time to review the record, but only for as long as it takes for the customer to answer the call. Of course customers may not answer or may be busy, in which case the system will move on to the next record.
Progressive dialling usually boosts talk time to between 28-32 minutes in the hour.
Predictive dialling delivers answered calls only to agents with a screen pop of the customer information. It provides the best talk times of 45-50 minutes talk time in the hour (and sometime more!).
When allied with Answer machine detection which screens out most answer machines from being presented to agents and can leave a message on the customers voicemail without human involvement, predictive dialler software is the most effective tool in the marketing arsenal for direct customer contact.
We know that at the end of the day compliance to industry and national calling legislation is essential for any company engaged in outbound calling. We go to great lengths to ensure that our systems will be compliant to the relevant legislation (FCC/Ofcom) throughout the lifetime of your contract, regardless of how often the rules may change or adapt. That way you can focus on your business and building great long term relationships with your prospects and customers, whilst we provide platforms that are compliant out of the box so you don’t have to worry about being a good corporate citizen.
New agents can also join predictive campaigns but in preview mode to allow them to ease into the campaign and familiarise themselves with call content before turning up the call volumes.
We’ve relied upon Magnetic North for more than 7 years to operate our contact centre from the cloud. With their platforms, we’ve more than doubled the size of our business and rely on them to provide service for a range of leading brands every day. With Magnetic North, we successfully handle millions of calls each year.
Our customers would not be able to tap into a workforce with this kind of scale and flexibility any other way. The shared dynamic scripting system makes change management much simpler. Previously when managing so many contact centres and homeworkers, making a simple tweak to a script could take days or weeks. Now we can be constantly monitoring effectiveness and make tweaks on the fly that roll out to everyone immediately.