Overview

Improve Call Centre Efficiency with a Best-of-Breed Auto Dialler

Aspect's auto dialler systems have helped thousands of companies around the world increase productivity, raise customer satisfaction and improve profits from collections, service and sales. That’s why Frost and Sullivan has ranked Aspect at the top of the outbound contact centre market for more than 10 years.

Aspect auto dialler capabilities include a full range of pacing options:

  • Manual dialling: Directories and simple click-to-dial functions expedite the manual dialling process for agents
  • Preview dialling: Presents an outbound record for review before either the agent will manually launch a dial or the system will automatically launch a dial after a configurable amount of time
  • Automatic Dialling: Based on a predefined call-to-agent ratio
  • Precision Dialling: Dialling based on the availability of agents at a given time
  • Predictive Dialling: System dials based on algorithms that predict when an agent will become available to receive the next call, by evaluating the number of agents logged into the service, agent idle time and customer abort rate
  • Blaster Dialling: Dialling not based on agent logged-in status, but rather on available resources, such as Voice Portal ports

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Capabilities

Compliant Outreach Strategies

Aspect auto dialler solutions increase contact rates, enhance agent productivity and lower costs, while helping companies comply with increasingly complex regulatory requirements like the Telephone Consumer Protection Act (TCPA), Office of Communications Act in the UK (OFCOM) and other regulatory bodies.

Gain Contact Centre Efficiencies with Call Blending

Call blending—a practice that involves using an auto dialling strategy such as predictive dialling combined with inbound call handling—enables contact centres to allocate agents across contact channels and through automated multichannel blending defined by business rules.

With call blending, some or all available agents can handle multiple types of customer interactions, including inbound and outbound calls, email, IM, web chat, SMS and social—all from the same workstation and without having to log in and out of different services.

Multichannel contact blending balances the objectives of maximising the value of each contact, minimising agent idle time, and maximising agent productivity. If blending is done well, it will result in superior service and maximised agent productivity.

Glossary

What is an Auto Dialler/Auto Dialling?

An auto dialler is a tool that allows call centres to automate their outbound calling. A full-featured auto dialler offers a range of pacing options. Which option is best? It depends upon the nature of the call campaign and the regulatory environment where the calls are being placed.

Auto dialler pacing options can include:

  • Manual Dialling
  • Preview Dialling
  • Automatic Dialling
  • Precision Dialling
  • Predictive Dialling
  • Blaster Dialling

Predictive dialling is a widely used auto dialling option as this capability significantly increases agent productivity. Learn more about Aspect's predictive dialler.