A Special Dialing Mode

If your campaign calls businesses that they always answer the call by a receptionist or a complex IVR system, then a predictive dialer does not offer that much advantage. A power dialer (a progress dialer or a preview dialer) on is usually used. Voicent offers these two modes.

http://voicent.com/support/power_dialer_help.php

These two dialing modes have drawbacks, such as agents have to listen to the phone calls all the time, including the initial dialing sound. It is also not a full campaign with script and report. In the Voicent environment, it is recommended to use a special mode of the predictive dialer.

Ex. Go to Setup, Account, Call Control page, and set the detection mode to No detection. Then run a predictive dialer campaign with a single line.

Click-to-play audio

This special dialing mode is often used with click-to-plat audio to do voicemail drop manually. Usually, an agent use this special mode to call a business, after navigating through the company’s IVR system and the customer’s voice mail picks up, the agent can simply click a button in Agent Dashboard to play an audio file (leave a message). He can even move on to the next call while the system is still playing the audio file.

Ex. Go to Setup, Account, Click-To-Play audio and add a new audio file. Exit Agent Dashboard to refresh the settings. Make a call to yourself and let it go to the voicemail. Click the play audio button to leave a message.

Use with Other CRMs

When a call is connected to an agent, the customer record displayed is called a screen popup. By default, the customer’s Voicent CRM record is displayed, along with any campaign script.

It is possible to do a screen pop for other CRM or software system. Voicent offers ready-made modules for ZohoCRM, SugarCRM, and Salesforce. It is also possible to connect to any URL based page of any software.

https://voicent.com/support/kb/2016/05/26/agent-screen-popup-for-3rd-party-crm-systems

Ex. Set the screen popup to display the google search for the called phone number. Try to call yourself and see what happens.

Dropped Calls

The predictive dialer uses more lines than the number of agents. So while agents are talking to customers, the dialer is handling machines and making new calls in the background, thus keeping agents busy as much as possible.

If you are using 2 lines for 1 agent the following are the possible scenarios: (machine,machine), (live answer ,machine) and (live answer ,live answer). Dropped calls will not occur on the first 2 scenarios but will only happen if there are 2 simultaneous live answers while there is only 1 agent available.

Dropped calls occur when there are live answers but no agent is available to take the call. In this scenario, once the customer says “Hello”, the call will automatically get disconnected.

A predictive dialer pauses automatically when all agents are busy, hence there will only be a small percentage of dropped calls for each campaign.

Dropped calls cannot be avoided for predictive dialer campaigns but can be minimized. Below are a few ways to do it:

• Add more agents to the campaign, the chance of all agents are busy is low compared to having just one agent.
• Control agent to line ratio. in the most extreme case, 1:1 ratio will guarantee no dropped calls
• Ensure agent availability through call monitoring and setting up a maximum wrap up time for agents.
• Run a second campaign for all dropped calls contacts from the initial campaign and use 1:1 agent to line ratio to ensure no calls will be dropped again.
• Use a roll-over IVR App wherein the callee will be transferred automatically to an IVR if no agent is available to take the call.