outbound-dialer
Outbound dialing technology is known by various other names also such as automated telemarketing system, outbound contact management system and automated dialing. It is a computerized telephone dialing system that automatically calls a list of telephone numbers and then transfers the call over to an agent when a human responds i.e. the outbound dialer changes the manual dialing process into automated dialing. The software selects a number from the database and transfers the call to the agents only when a human voice responds. Outbound dialing is very useful and effective. Using an outbound dialer can increase the productivity of the company many folds. It is much more effective than manual dialing as the calling agents can better utilize their time rather than waiting for the calls to go through, waiting for the ringing to end, wasting time on busy signals and answering machine. Thus outbound dialing system cuts the “dead time” between calls providing the agent with “ready calls”.
Outbound dialing technology needs to be managed well to tackle with company’s specific needs. Outbound dialer also regulates the timing and number of outbound numbers dialed. This is done to ensure a ready call to the agent or the operator as soon as the agent gets free from the previous call. This fixed timing is calculated according to the numbers of operators’ available and past statistics of the number of calls answered and the length of a call. If the call length differs from the expected time range an operator may sit idle or some other call may be lost because of lack of available operators.