Callmedia Advance suports three modes of dialling - Predictive, Progressive and Preview:
Predictive Dialling
Not all calls get answered, so a predictive dialler can use its understanding of the dynamics of the campaign to calculate how many calls to make, ensuring agents are kept busy while all the time minimising the impact of nuisance calls.
On a typical campaign Callmedia Advance achieves a per-user productivity of 45 minutes talk time per hour, whilst at the same time achieving an abandonment rate of less than 3%.
Because Callmedia Advance was designed and developed specifically for the UK market it is naturally compliant with OFCOM regulations for predictive diallers.
When to use Predictive Dialling
Predictive Dialling is of most practical use in a direct consumer environment. It is useful when there are large volumes of similar length calls to be made, and a relatively high rate of failure to connect. For example, business-to-business telemarketing, debt collection, and market research are typical applications.
In Progressive dialling, the system automatically makes one call after another for each user. The call is launched automatically, and its progress is tracked. Because the system knows which calls were answered, engaged, number unobtainable, or no answer, it automatically recycles the call to be re-attempted later.
When to use Progressive Dialling
Progressive dialling can give great improvements in user talk time - typically 30 minutes talk time per hour - and is most appropriate for business-to-business calls, where connect rates are high.
With preview dialling the user is presented with the details of the recipient of the call he or she is about to make. The user may then choose to make the call, or defer it by pressing a button. As with progressive dialling, the progress of the call is automatically tracked and calls are re-attempted automatically.
When to use Preview Dialling
Preview Dialling works best for involved or complex calls, where preparation for the call is important, as the user has the ability to fully understand the data on the call recipient before the call is made.
The following table gives the typical performance improvements that can be expected using Callmedia Advance:
< Previous Next >