Preview Dialer in Use

With preview dialing, the Predictive Dialer of Clarity offers a useful function which displays its advantages especially in telephone campaigns with valuable and small address databases.

Many call centers use automatic dialers for telephone campaigns. These tools dial the phone numbers in the background while the call center agents only have to deal with conducting the conversation and entering the data. This increases the productivity of the staff; however, it is only suitable for campaigns with big address databases and many call center agents involved.

 

For smaller databases, many call centers resort to the preview dialing procedure which is also supported by the Predictive Dialer of Clarity. The paradox of this procedure is that it is not a dialer in the real sense of the word. After all, many preview dialers do not dial the numbers automatically any more but only when the call center agent wants them to do so. This manual preview dialing especially makes sense in telephone campaigns for high-value products. "Here, every single conversation is important, as already one closed deal as a result of a successful negotiation can make up for the cost of the whole campaign", explains Christoph Pfeiffer, CEO of Clarity AG. Thanks to preview dialing, the agent can better prepare himself for the contact persons, as he knows exactly what customer is called. Depending on the data quality, the agent has additional information of the customer, which he can use during the conversation.

 

Call centers benefit from this function also concerning the quality management. Customers who have previously bought a product are called again during another campaign to determine the customer satisfaction.

 

The disadvantage of the manual preview dialing procedure is that the productivity is suffering. Therefore, the preview dialing function of Clarity also includes an automatic dialing function. Already in the run-up to a campaign call center operators define a list of customers whom the tool deals with. During the campaign, the call center agents get sufficient time to familiarize themselves with the respective customer data. This meets the special requirements of the campaign for high priced products while ensuring a constantly high productivity of the staff.

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