Complying with the latest regulatory guidelines whilst striving to achieve targets on outbound campaigns is often a tough challenge for contact centres. Rostrvm Solutions, leading provider of contact centre software applications, says that using intelligence from inbound communications can not only aid compliance but also achieve a significant increase in outbound contact success.
Predictive diallers and other automated dialling systems are used by many call centres to improve customer contact performance because they introduce technology, process and structure to outbound calling activities. Used without control however, they risk falling foul of regulatory guidelines from bodies like Ofcom – and annoying, rather than engaging, customers.
Ken Reid from Rostrvm suggests, “It makes sense that if you’re contacting an existing customer you should check first to see what time they chose to call you and to contact them at that same time. Knowing when to call customers, to catch them when they are most likely to be in ‘buying mode’, presents the single most important challenge for outbound campaigns. Having intelligence from inbound data, which enables you to plan calls, puts you ahead of those who dial blindly, hoping to make contact, because around 70% of their attempts will fail.”
Using inbound intelligence also allows contact centres to utilize their calling agents more effectively, because they are less likely to be waiting around to speak to customers.
The rostrvm call centre suite enables contact centres to obtain intelligence like this from their inbound communications and use it to gain as much as a double-digit increase in outbound operational efficiency, depending on specific campaign circumstances.
Our paper, “Using intelligence from inbound communications to optimise dialling campaigns” is available here.