Constant engagement with the customer is the tenant of modern business operations. A proactive outbound strategy that help initiate correspondence with the existing customer base while nurturing new ones is the way forward. Essentially, an outbound dialer is a software that allows agents to reach out to customers by allowing them to make calls in both manual and automated mode.
Ameyo Proactive Outbound Dialer software is the answer to an energetic communication channel that spans over every touchpoint- SMS, Social, Web, Calls and Emails. The feature is equipped with comprehensive capabilities that includes voice recording, quality monitoring, reporting, multiple campaign management, lead management and much more. Ameyo outbound dialer keeps into account legal and regulatory complainces and help organizations map business goals without compromising on customer experience.
Every business is unique and their requirements are definitive. Each call center dialer software has capabilities that matches the requirement of specific business needs and the team’s working style. Ameyo offers distinct dialer options that allow businesses to deliver the best results.
An advanced version of predictive dialer, Ameyo’s Parallel Predictive Dialer or PPD facilitates targeted outbound campaigns for contact centers. For example, based on language preference of the customer, two seperate queues can be set-up within a same campaign. Leads can be mapped to the respective queues and the dialer connects with the agents accordingly.
To meet the challenges of complex sales process, agents require a dialer that allows them a prep time before placing the call. With preview dialer, agents are able to see the next call in the list. As a result, the dialer connects the agent first before connecting the call to the customer. This dialer is ideal for campaigns with high touch sales point, such as B2B inside sales calling.
A dialer software takes the following parameters into account while the automated dialing mode is being used. However the combination of settings being used, depends upon the dialing algorithm being used.
Ameyo outbound dialer keeps into account certain parameters during call automation. MCC or maximum call count is a dialing algorithm that sets maxium call count. So, if the MCC is set to 100 and the server is already connected to 80 calls, another 20 calls will be dialed out. The dialer will not exceed the limit.
The equation between available agents and the call to be made to each agent is defined as max pacing ratio. So, if the max pacing ratio is set to 1:5, the dialer will dial out a maximum of 5 calls per agent.
The call drop ratio defines the maximum number of call drop allowed, out of total number of connected outbound calls. This algorithm acts as a controlling factor to facilitate pacing ratio. Otherwise, a lot of calls will be connected but dropped due to unavailability of agents.
With a single click of a button, call center campaigns can be created, modified and deleted. All thanks to an intuitive AI, every component of the campaign such as call pacing ratio, call retry time etc. can be configured from a single unified window.
Admin or supervisor can set specific rules such as location, geography, age, target group etc. before initiating calling to achieve targeted goals and results.
With this feature user can put a restriction on auto dialling for a specific time zone.
Within the system disposition, the admin can set or activate retry time for calls that were met with busy tone, disconnection, failure and network error.
Ameyo dialers can differentiate between human voice and recorded voice. The dialer only transfers those call to the agent that are answered by an actual person.
Supervisor can easily assign certain set of leads to a particular agent. This feature allows calls centers to service high value customers quite efficiently.
With Ameyo intelligent dialer you can categorise customers based on their behaviour into groups. These group are known as states. These states can be custom defined and you can also set the weightage of the state in the dialling list. So, a customer belonging to a state with more weightage, has more chances to be dialled out first.