Call Center Dialer to Enhance Contactability

Teckinfo Solutions Pvt. Ltd. 2016-17 1


Why Automate Dialing ?Customer service organizations across industries and markets are under pressure to increase sales and deliver better business results. Contact centers need to continuously evolve and look for ways to improve the productivity and sales efficiency of their people. They have to ensure that their agents are not just making more calls, but are also talking to the right people at the right time. There is a need to improve the quantity as well as quality of interactions. An automated dialing system provides an intelligent solution to manage outbound calls in a way that maximizes call utilization, reduces call abandonment and significantly improves the performance of service agents.

InterDialog dialer is one such product. The predictive dialer software and automatic dialer algorithms used by the InterDialog dialer are designed to improve efficiency by lowering the wait time, the number of dropped calls and the idle time of agents.


InterDialog Dialer Features Least Cost Routing (LCR) NCPR support Centralized lead up

loader (for multi location dialer)

Advanced dialing rules Time based attempts Number based attempts Maximum attempts Day wise attempts

FTD/MTD data export Dynamic campaign switch

over of agents

Agent status

alerts/thresholds Dynamic CLI options Screen recording along with

voice Integration for consent

gateway IVR SS7 supported Option for

redundancy of asterisk Advanced system alerts for

trunk/agent/application via SMS/Email

Exhaustive CRM repository Data Exclusion OBD/AOD


Agent Screen


Advanced Dialing Logic DIALED ATTEMPT ALGORITHM MAX DAYS AFTER FIRST ATTEMPT MAX TOTAL ATTEMPTS APPLY MAX ATTEMPTS LOGIC LEAD EXPIRE / FAIL AFTER MAX

LIMIT TOTAL ATTEMPT ALGORITHM. PHONE ORDER RULE


Key Benefits• ADVANCED DIALING CAPABILITIES: Increases

the effectiveness of outbound calls by using advanced dialing rules to predict whom to call and at what frequency.

• GREATER PRODUCTIVITY: Lowers the number of dropped calls and idle time of agents, thus increasing their productivity by at least 200%.

• HIGHER CONTACT RATIO: Allows dialing out to multiple groups at the same time, which helps increase the reach of campaigns across wider markets and multiple time zones.

• EFFECTIVE LEAD MANAGEMENT: Critically evaluates each outbound call to ensure that correct leads are contacted and converted into sales results.

• SALES EFFICIENCY: A high contact ratio combined with improved lead management automatically increases sales efficiency and ensures better business results.

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Call Center Dialer to Enhance Contactability

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