DOW Networks outbound call center software solutions include preview dialing which allows agents to review (preview) information about the contact and choose when to dial the outbound call. The information could be a customer’s file containing name, profile, notes on previous service calls or payment history contained in a CRM system, database or flat file. The agent can determine the time he or she needs prior to the call to read through notes or call history. The agent also controls the dialing process and can proceed with the call or instruct the system to bring up another record review. Because the agent listens to the call attempt and hangs up on anything other than a live contact, there is a lower call abandon rate than with predictive dialing.
Preview Dialer is ideal for bill collection, following up on support tickets, marketing campaigns, and customer satisfaction surveys. Preview dialing is also an effective tool in a blended call center because during slow call times for inbound calls, agents can review customers’ records and make outbound calls.
