The key is integration to automate all changes to lists: each phone number you want to call comes from a source and the statuses of each item will change all the time. For example, if the person is contacted on another channel, then that might change the need to do the call at all. Similarly if the phone number is added from a call-back request online where you promise to get back to them quickly, then it might have higher priority than other items in the list.
You can integrate directly to the lists and upload and change the lists at any time from any source. Of course, we also support manual upload and updating of lists and we have a bunch of resources available to you to make that efficient to do.
Clearly the selection of the right agent for each type of call and task is crucial for successful outbound calls – as it is for handling of inbound calls and queries. Automated outbound presents a particular real-time challenge, since there is almost no amount of wait time that can be tolerated when a call is connected to a contact. For the person at the other end, they must perceive it as a direct call from the agent to them.
To accomplish this, babelforce allows you to enable agents for particular workflows and have them pre-registered to receive calls. We also integrate agent status management and real-time availability so that the dialer and call scheduler can know important things in advance: the current real availability of agents, and whether they have the skills to handle the calls being placed.
We see that most businesses have complex processing rules. The babelforce platform gives you the flexibility to implement any conceivable dialing and scheduling process: predictive dialing, power dialing, adaptive dialing, etc. As an example, you can specify any combination of the following rule types:
> when and how often to retry based on status
> in what way to dial alternative numbers for a contact: landline, mobile, office …
> how to combine new items with existing items in a list
> how to rank by priority
> when to stop after a sequence of attempts
> what outcome codes to use for what rule type
> what dial plans to use
We also provide a fully functional contact simulator to allow you to test all the dialer mechanisms. You can load your list of contacts as if for a live campaign, then test all integrated processes and data flows with dummy contacts ‘answering’ at the other end.
Delivering the right data to the agent connected to the customer is vital. This actually involves two things in the integration. First you can embed babelforce’s real-time interaction widget and phone app in any browser-based application. This means that super fast status changes and presentation of data is guaranteed without any software development.
The second part is to automatically lookup the additional and up-to-date information on the person called. This lookup is done in your CRM, Helpdesk or your internal data stores. After that babelforce creates or updates tasks, cases, tickets, leads, contacts, etc. depending on exactly what process you are creating. babelforce provides both pre-built integrations for common web-based tools and also integration services components to allow you to quickly add your internal systems or third party tools.
A contact list is not a static thing. In fact it is highly dynamic: the status of items on the list and the whole list are being updated based on outcomes within the dialer processes and from external integrated sources. New items are being popped into the list as well: new captured leads, call-back requests, new debt collection or retention tasks, etc.
This is why contact list queuing is also completely dynamic in babelforce. You can optimize exactly both the quantity and type of items that appear in the next batch to be processed by the dialer. This gives you the control to create lots of different kinds of queuing behaviours that can change as the circumstances demand.
Outbound dialing does not exist in a vacuum and the KPIs related to it frequently use data from CRM, your Helpdesk and other internal systems and processes. This is why babelforce gives you the ability to extract both the raw data and higher-level metrics. You can combine this with the data from other sources and measure what matters for your processes.
In addition, we give you out-of-the-box real-time monitoring. You can see the outbound calls on large screen format dashboards and also on real-time status metric reports.
For our customers, it is frequently important to get the data into their data warehouse and BI. We also support extraction for this purpose.