Guidelines For Choosing The Dialing Mode
The most suitable pacing mode for each campaign depends of a variety of factors, such as the business policies of the campaign, human resources, contact data, expected duration of calls, volume of calls, and so on. Altitude uCI allows contact center operations to change the pacing mode of the campaign as required. The contact center can run outbound campaigns in power dialing and change to predictive dialing at peak times. For example, run the campaign in power dialing in the morning with 4 agents and in predictive dialing in the evening with 15 agents. The table below displays the advantages and disadvantages of each dialing mode and in what campaigns should each one be used.
| Dialing mode | Pros | Cons | Use in |
|---|---|---|---|
| Preview | •Improved results because agents know all the available information about customers and history of the customer with the contact center. •Automatic distribution of contacts. |
•Toll on performance | •Campaigns that require agents to prepare the conversation before talking to customers, such as debt-collection campaigns. |
| Power | •Good performance •An agent is always available to talk to a customer. •More contacts per agent. |
•Agents have some idle time between contacts. | •In all types of campaigns from customer care follow-up calls to telemarketing. |
| Predictive | •Excellent performance. •The highest number of contacts per agent. • Shorter agent idle times. |
•Must observe compliance with legislation. *Optimum results require a higher number of agents. |
•Campaigns where performance is critical, such as first debt-collection attempts or telemarketing. • Campaigns that have short calls. •Campaigns that have small variations in talk time. •Campaigns with short and simple scripts, such as short surveys. |
| Auto | •Deliver large amount of calls automatically. •Agent only talk to prospects who are interested. •Agent can be anywhere. |
•Some states do not allow auto dialing for sales activities | •Political campaigns. •Service reminders. •Emergency notifications. |
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