OneContact Portal supports outbound campaigns with several dialing methods. Contact centers powered by OneContact may use any of the following outbound call distribution algorithms:
- Power dialing: In this dialing mode, an agent is firstly reserved, while OneContact attempts an outbound contact that the agent must process. The agent is unavailable during call setup. The Business Administrator may turn Auto-answer on, ensuring the system hands the call over to the agent as soon as the target contact answers it.
Alternatively, the agent may choose when to accept the call. When the contact (or contact attempt) ends, the agent goes to wrap-up mode if (and only if) the call has been connected. If it hasn’t, the agent may then reschedule a call with the target contact.
- Preview dialing - This is similar to Power dialing, only the contact attempts are set off by the agent, not by the system. Preview dialing is best suited for business scenarios where the agent has enough information to decide whether or not to attempt a contact.
The agent is reserved and their status changed to Preview. The agent then analyses the target information and decides to attempt, reschedule or cancel the call.
This decision must be made within a pre-defined time frame:
- If the agent decides to call, the call is unsuccessful, and the preview time hasn’t yet elapsed, the agent returns to Preview.
- If the agent does not make a decision and the preview session times out, the session is dismissed and assigned to another agent. The agent returns to Not Ready.
- Predictive dialing: This method is used to optimize agents’ performance, by maximizing the agents’ talk time. Several contact attempts are automatically launched at the same time, assuming, probabilistically, that some agents will be available shortly to take the successful calls. As soon as the call is answered by the contact, the agent is brought to the line; if no agent is available, OneContact hangs up the call. In this dialing mode, the nuisance ratio must be kept as low as possible (percentage of calls hung up by the system after ringing at the client's end for a certain time limit defined in the system). The service supervisor can define the nuisance limit (maximum of hung up calls per target) as well as the nuisance retry period (time interval between contact attempts after a nuisance call) to keep the nuisance ratio as low as possible.
- Outbound IVR (Interactive Voice Response): This dialing mode is similar to the predictive dialing but without the need of agent intervention to handle the calls. Calls will be automatically started and handled by an automatic IVR system, with the aid of a script designed in OneContactFlow.
- Manual: In this case interactions are manually initiated by an agent. This method does not require setting up an outbound campaign.
Note: RONA (Routing On Non Answer) is triggered when the preview timeout, a predictive or power call is reached without the agent taking any action. To avoid RONA, the agent must perform one of the following actions: dial attempt, reschedule, discard or terminate the session in preview.
To know more about configuring outbound campaigns, click here.
To know more about outbound contacts, click here.