Dialing modes


Outbound campaign users in the UK: See note about recently revised OfCom policies at the end of this article.

Outbound campaigns contact a list of people in a particular way. Every campaign has a dialing mode setting that determines when and how the campaign places call. The dialing mode lets the agent see information before dialing, or matches an agent to a call after the call connects to a live party. Some dialing modes do not require agents at all. The dialing modes are:

Dialing mode Description

Preview

The campaign presents information about the contact to the agent before dialing. The agent reviews the customer record before deciding whether to call or skip to the next record. When the agent is ready, the system dials the contact for the agent. The agent hears all pre-connect audio, and manually determines whether the call reached the contact.

Preview mode is the slowest dialing mode, but it prevents any chance of an abandoned call. Campaigns typically use preview mode to reach high value contacts.

  • Presents contact to agent before dialing.
  • Agent starts call and manually performs call analysis.
  • Eliminates call abandonment.

Note: If the system flags specific contacts in the contact list for an agent to preview, then non-preview campaigns preview dial those specific contacts. For details, see Create a contact list.

Preview mode uses a special built-in wrap-up code called Right Party Contact. If a campaign previews single numbers, and the agent wraps up the call as a Right Party Contact, the system presents the next contact in the list. The system does not call other numbers associated with the contact, since it reached the party.

Progressive

Reduces the risk of call abandonment by dialing one contact for each available agent. For example, if six agents are available, the system places six calls. In this mode, the program performs call analysis before it matches each call to an agent. When an agent becomes available, it dials the call without a preview data pop. An inbound call could potentially cause an abandon, however.

  • Never dials more contacts than agents available.
  • Waits for agents to become available, then places one call for each agent.
  • Dials without a preview data pop.

Power

A campaign waits to dial until an agent is available to process the call. When an agent goes idle, the system places calls to ensure that at least one live person answers. It adjusts the number of calls by analyzing previous calling attempts. When a power campaign starts, the system places three calls for every idle agent until it has sufficient information to calculate some calls to place. It paces the initial dialing so as not to exceed a maximum of 15 calls per agent. When call analysis detects that a live person answered, it matches the call to an agent participating in the campaign. The system does not necessarily match the call to the agent whose idle event caused dialing to occur. It matches the call to any available agent.

  • Predicts the number of calls to keep agent busy
  • Places calls in parallel once agents become available.
  • Uses call analysis to determine result of dialing attempts.

Note: Due to the difficulty of calculating average handle time, after-call time, idle time, and contact rate for a small sample size, we recommend using at least 10 concurrent agents in a campaign with this dialing mode.

Predictive

The outbound dialer predicts agent availability and places calls based on internal statistics. It predicts the number of calls that it must make to provide each agent with a connected party at the moment the agent becomes available.

Predictive mode is similar to Power mode, except that the system tries to predict when an agent is idle. It places calls before that, so that by the time a customer answers the call, an agent is just becoming available.

To make an accurate prediction, this mode tracks how long agents spend on calls. This mode requires at least seven agents to log in, though preferably more agents. The larger the agent pool, the more accurate the predictions can be, minimizing idle time even further than in Power mode and decreasing the likelihood of an abandon.

  • Predicts agent availability and number of calls to keep each agent busy.
  • Places calls in parallel before each agent becomes available.
  • Uses call analysis to determine result of dialing attempts.

Note: Due to the difficulty of calculating average handle time, after-call time, idle time, and contact rate for a small sample size, we recommend using at least 15 concurrent agents in a campaign using the predictive dialing mode. Note that if agents are logged into other campaigns, they are not “whole agents” in any one campaign. For example, if 20 agents are logged into both Campaign A and Campaign B, each of these campaigns effectively have only 10 concurrent agents, which is under the recommended minimum for an accurate predictive algorithm.

Agentless

Responds to live contacts or answering machines based on settings in the call analysis response set (CARS) assigned to the campaign. For example, an agentless campaign could hang up on answering machines while transferring each live party to an outbound flow. This dialing mode does not use agents or a script.

  • Uses call analysis to determine the result of each dialing attempt.
  • Responds to live contacts or answering machines as directed by its call analysis response set.

Note: The call analysis response set assigned to an agentless campaign can transfer a live party to an outbound flow, but not to an agent. Agentless campaigns do not use agents.

  • Can transfer connected parties to an outbound flow.

To define a campaign, the high-level steps are:

  1. Decide which dialing mode to use.
  2. Define all resources required by that dialing mode, such a contact list, script, or set of callable times.
  3. From the Campaigns page, add a new campaign and assign resources to it.

Outbound campaign users in the UK: OfCom issued revised policies to address the “persistent misuse of an electronic communications network or service” that took effect on March 1, 2017. When using outbound dialing campaigns that result in terminating calls in the UK, we recommend using only Preview Mode in campaign settings. Any other outbound campaign dialing method may not comply with these standards. For more information, please see OfCom’s official site: https://www.ofcom.org.uk/.