https://www.bxpsoftware.com/wixi/index.php?action=history&feed=atom&title=What_is_a_Dialler 2026-06-06T08:17:14Z Revision history for this page on the wiki MediaWiki 1.28.2 https://www.bxpsoftware.com/wixi/index.php?title=What_is_a_Dialler&diff=8206&oldid=prev 2018-02-13T12:48:17Z

<p>Philip Lacey moved page <a href="/wixi/index.php/What_is_a_dailer" class="mw-redirect" title="What is a dailer" data-bs-title="What is a dailer" data-bs-is-contentpage="1">What is a dailer</a> to <a href="/wixi/index.php/What_is_a_Dialler" title="What is a Dialler" data-bs-title="What is a Dialler" data-bs-is-contentpage="1">What is a Dialler</a>: Bad spelling</p> <table class="diff diff-contentalign-left" data-mw="interface"> <tr style='vertical-align: top;' lang='en-GB'> <td colspan='1' style="background-color: white; color:black; text-align: center;">← Older revision</td> <td colspan='1' style="background-color: white; color:black; text-align: center;">Revision as of 12:48, 13 February 2018</td> </tr><tr><td colspan='2' style='text-align: center;' lang='en-GB'><div class="mw-diff-empty">(No difference)</div> </td></tr></table>

Philip Lacey https://www.bxpsoftware.com/wixi/index.php?title=What_is_a_Dialler&diff=5368&oldid=prev 2015-09-10T13:24:16Z

<p>Created page with &quot;= Overview = What is a Dialler? A good description is available here http://www.callcentrehelper.com/wiki/Types_of_diallers == Preview == Once an agent has indicated...&quot;</p> <p><b>New page</b></p><div>= Overview =<br /> <br /> <br /> What is a Dialler?<br /> <br /> <br /> A good description is available here<br /> http://www.callcentrehelper.com/wiki/Types_of_diallers<br /> <br /> <br /> <br /> == Preview ==<br /> <br /> <br /> Once an agent has indicated that they are ready for a call, information about the call is presented to them. The number is then automatically dialled after a pre-defined period; the agent is given time to preview the customer details before the call is launched.<br /> <br /> <br /> Preview dialling is used most often in campaigns where each customer case is complex – for example collection of late debt where the agent needs to be aware of a complex case history before making the call.<br /> <br /> <br /> bxp: Using the “Outbound Contact” or “Case and Form Management” modules, “Make an Outbound Contact” or “Process a Case” respectively indicate that the agent is ready to process a call.<br /> <br /> <br /> <br /> == Progressive ==<br /> <br /> <br /> Progressive dialling offers similar productivity to predictive dialling whilst removing the risk of abandoned/silent calls<br /> <br /> <br /> Once an agent has indicated that they are ready for a call, information about the call is presented to them, and the number is then dialled immediately. Call progress is monitored by the dialler technology.<br /> <br /> <br /> Calls that do not result in ‘ringing’ are automatically and immediately disconnected, whilst ‘no answers’ are disconnected after a pre-defined number of seconds. Software call control minimises agent involvement in the dialling process and improves call-handling efficiency.<br /> <br /> <br /> Progressive dialling is most often used in campaigns addressed to current customers where the objective is to renew or up-sell a product or service.<br /> <br /> <br /> bxp: Using JavaScript in the appropriate outbound activity campaign, when the record is displayed on screen (in JavaScript, the onLoad even), the outbound call functionality is triggered automatically.<br /> <br /> <br />  <br /> == Predictive ==<br /> <br /> <br /> Predictive dialling is the most productive form of dialling automation. A predictive dialler launches calls at a rate such that the system connects to ‘live’ callers as soon as an agent completes the previous transaction.<br /> <br /> <br /> The dialling rate for each campaign is controlled by a pacing algorithm, which automatically monitors activity, and calculates when the next contact(s) should be dialled. The dialling rate is automatically adjusted to maintain a contact rate that is synchronised with operator availability.<br /> <br /> <br /> However, it should be recognised that predictive dialling inevitably results in a small percentage of ‘abandoned calls’ - customers may receive calls when no agents are actually available. This area is highly regulated; you should be familiar with the current rules and ensure that your chosen dialler supports conformance.<br /> <br /> Predictive dialling is most effective in campaigns that are fairly straightforward such as commodity product sales.<br /> <br /> <br /> == Power ==<br /> <br /> <br /> Power dialling (or power dialler) is probably the dialling term that causes most confusion. Depending on who you talk to, power dialler can be used as an innocent catch-all term to cover all forms of automated dialling; but it can also apply to specific technology originally introduced in the late 1980s that simply makes large numbers of calls with little or no control.<br /> <br /> <br /> <br /> [[Category:Topic:Communications]]<br /> [[Category:Topic:General Knowledge]]</div>

Philip Lacey