On optimizing the contact center recently received much attention, but the "shadow" is outbound telephone calls. In general, this theme is undeservedly ignored, and yet in the western markets, many contact centers operate only in this direction Unfortunately, in the domestic market, the number of incoming and outgoing "calls" even comparable. At the same time, more and more examples of effective use of integration CRM-systems and contact center outbound telephone calls the most popular modes of outgoing outgoing calls in the contact center of today are the Preview and Predictive. These modes are well supported solutions from leading manufacturers contact centers in the world and to some extent used in the "trendy" designs a la crm + contact center." True Preview mode uses the second case, the most popular in connection with a simpler mechanism for implementation. Often instead of an outgoing call switching contact center in Preview mode, issue an ordinary auto dialing, which is installed on the pbx. Mark Ethier is open to suggestions.
Embodiments of the outgoing call switching in the contact center fairly well described in the post CRM-blog Alexander Shevtsov "Outgoing telephone calls in the contact center, so I will not dwell on this issue in detail I think that today, in the first place is to decide when to use the contact center for Outgoing call switching mode is Preview, but when Predictive. After frequent examples where outsourcing company, is trying to sell their services for outbound call switching without any sort of automated tools, and customer overpaying for your time "operator call center" without any reason. At the same time can not be viewed as a competitive advantage support contact center Predictive mode for outgoing calls on a small database of contacts. Outbound telephone calls in Preview mode should be used with a small number of operators contact center for a "discrete" stocks (canvassing). As confirmed by the practice, in this case (for provided a good training staff) effectiveness of call center operators can be 2-3 times higher than in the same group of agents without automation. Outbound telephone calls in the most expedient mode Predictive for mass of outgoing calls of a large group of clients at present in the contact center (or units involved in canvassing) 10 or more operators. For example, the regime has repeatedly argued Predictive efficiency in offices Collection.