September 11 2022

Proactive Outbound Solutions Fundamentals

Proactive Outbound Solutions Fundamentals
Proactive Outbound Solutions Fundamentals
Last updated 4/2022
MP4 | Video: h264, 1280x720 | Audio: AAC, 44.1 KHz
Language: English | Size: 440.27 MB | Duration: 1h 3m

Learn the fundamentals of the Outbound Dialer and Proactive Strategy for telemarketing campaings
What you'll learn
Learn the basic concepts of Outbound Dialing
Understand the components of an Outbound Strategy
Learn basic terminology of the Proactive Solutions
Understand the Dialer functions and Planning
On this training you will learn the basics of a Proactive Outreach System also called a Predictive Dialer. A predictive dialer dials a list of telephone numbers and connects answered dials to people making calls, often referred to as agents. Predictive dialers use statistical algorithms to minimize the time that agents spend waiting between conversations, while minimizing the occurrence of someone answering when no agent is available.When dialing numbers one at a time, there are two sources of delay. First, only some fraction of dials are answered; for example, if 1 out of 3 dials are answered, a predictive dialer might dial 3 lines every time an agent becomes available. Second, even dials that are answered take some time before being picked up. If it typically takes 10 seconds for someone to pick up, and conversations typically last 90 seconds, a predictive dialer might start dialing at 80 seconds. A predictive dialer does so by discarding all tones and only passing "Hellos" from the lead to the agent.Dialing one number at a time, only when an agent is available, typically keeps agents utilized for 40 minutes per hour (33% idle time). Predictive dialing can increase utilization to 57 minutes per hour (5% idle time)Predictive dialers may be standalone hardware devices, cloud-based, or they may be integrated in software with call center or contact center platforms. A cloud-based predictive dialer provides the functionalities of a traditional predictive dialer without requiring installation on the local device and reduces the dependency on the hardware. The dialer can often also perform less aggressive dialing modes such as, power, progressive, or preview dialing.
Section 1: Introduction
Lecture 1 Introduction
Section 2: Understanding Outbound Contact Center
Lecture 2 Understanding Outbound Contact Center
Section 3: Outbound Contact Center Campaings and Jobs
Lecture 3 Outbound Contact Center Campaings and Jobs
Section 4: Understanding Predictive Dialing
Lecture 4 Understanding Predictive Dialing
Section 5: Outbound Target Markets
Lecture 5 Outbound Target Markets
Section 6: Predictive Dialing Algorithms
Lecture 6 Predictive Dialing Algorithms
Section 7: Predictive Classification
Lecture 7 Predictive Classification
Section 8: Outbound KPIs
Lecture 8 Outbound KPIs
Section 9: Outbound Planning
Lecture 9 Outbound Planning
Section 10: Outbound Agent Planning
Lecture 10 Outbound Agent Planning
Any IT, Any Contact Center User

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