When looking at your dialer strategy, there are two main things to consider — your outbound list and how you manage your data, and the method of dialling you'll be using.
The dialling method determines how many agents you'll need, how much data you'll consume each day, and the life expectancy of each data set. This is especially important when moving from manual dialling to an aggressive method such as predictive dialling. Overall, you need to make sure the method and aggression with which you dial matches the product and demographic you're trying to reach.
Take ownership of the management, profiling, modelling and processing of data to ensure that your dialler and campaign results reach full optimisation.
Through in‑depth analytics, compile accurate and up‑to‑date MI detailing data utilisation and dialler performance in relation to your campaign. This MI should be the key driver of ongoing development of your data and dialler strategy.
Ensure that dialler performance is optimised to its full potential with regard to data usage and the agents assigned to each campaign.
Ensure that all dialler activity adheres to the latest OFCOM regulations — protecting your business and your customers.
With click‑to‑dial, numbers are dialled in turn — there's no real need to plan your dial strategy. This method is best suited to industries with higher answer rates, such as B2B campaigns.
Power dialling is similar to predictive dialling in terms of speed — it calls prospects in the background before pushing live calls to an agent. The downside is that answer machines and dead lines will also be handed to your agents, impacting productivity.
Predictive dialling is by far the most aggressive form of outbound dialling. The dialer handles dead lines, no answers and answering machines before passing live calls to agents — meaning your team spends far more time speaking to real people.
However, there are important considerations:
To counter these issues, it's best to employ a dedicated dialer manager to keep the system optimised at all times.
Blue Telecoms provides hosted dialler solutions with predictive, power and manual dialling modes — plus the expertise to help you build a strategy that works.