Outbound Dialing

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Outbound campaigns contact a list of people in a specific way. Every Campaignhas a dialing mode setting that determines when and how the campaign places calls. 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. The dialing modes are outlined in the following table.

Dialing Mode	Description
Progressive and Predictive	In the Predictive mode, dialers connect agents only to calls that are answered by people, freeing agents from the need to listen to unanswered calls, Busy signals, disconnected lines. SUMMARY Predicts agent availability and number of calls to keep each agent busy. Places one or multiple calls for each agent before they become available. Uses call analysis to determine result of dialing attempts. BENEFITS Most efficient dialing mode. Low agent idle time.
Preview	Campaigns typically use Preview mode to reach high-value contacts. 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. SUMMARY Presents contact information to the agent before dialing. The agent starts the call and logs the dial outcome (busy, no answer, etc.). BENEFITS Eliminates call abandonment. Agents are in full control of interactions. Agents can carefully review customer information and case data in advance.

Dialing Mode

Description

Progressive and Predictive

In the Predictive mode, dialers connect agents only to calls that are answered by people, freeing agents from the need to listen to unanswered calls, Busy signals, disconnected lines.

SUMMARY

Predicts agent availability and number of calls to keep each agent busy.
Places one or multiple calls for each agent before they become available.
Uses call analysis to determine result of dialing attempts.

BENEFITS

Most efficient dialing mode.
Low agent idle time.

Preview

Campaigns typically use Preview mode to reach high-value contacts.

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.

SUMMARY

Presents contact information to the agent before dialing.

The agent starts the call and logs the dial outcome (busy, no answer, etc.).

BENEFITS

Eliminates call abandonment.
Agents are in full control of interactions.
Agents can carefully review customer information and case data in advance.

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