Outbound Calls Management

Aheeva’s dialer offers different dialing modes to choose from to suit all business needs. Four dialing modes to choose from are available: Predictive, Progressive Preview, and Broadcast, in addition to manual dialing by agents. Multiple Outbound campaigns can run concurrently, and multiple calling lists can be loaded in each campaign.

One of the most significant advantages of predictive dialing is that it minimizes agent idle time. The system filters out unanswered calls, busy signals, voicemails, and disconnected numbers, ensuring agents connect mostly with live respondents. The system adjusts the dialing rate based on various factors like the number of available agents and historical call answer rates. This adaptability ensures a continuous flow of calls while fully complying with telemarketing regulations.

The system automatically dials a number from a list only when an agent is available to take the call. This dialing mode eliminates Abandoned Calls and offers a better customer experience since customers don’t experience any delays or dead air. In regions with strict telemarketing regulations, progressive dialing can be an effective way to ensure compliance.

The system presents an agent with information about the next call from the list before the number is dialed. This leads to informed interactions since agents can review contact details, history, notes, and any other relevant information prior to the call. The agent then decides when to initiate the call, typically by clicking a button. This is the optimal mode for calls that require a high level of preparation or delicacy.

Often referred to as "robocalling," the system dials numbers from a list and plays either a pre-recorded message or a dynamic text using Text-to-Speech to the recipients. Even if the primary intention is delivering a specific message to a large audience without realtime human intervention, the called party can be presented with the option to press a key on their phone to speak to a live agent.

The Predictive dialer comes with the tools a Contact Center operator can use to help comply with telemarketing regulations. The system offers tight 1monitoring of the abandon rate per campaign that the operator can specify, a global Do-NotCall (DNC) list active across all campaigns, as well as campaign specific DNC list that can be updated on the fly. In addition, 100% of call recordings and dispositions are securely stored for possible auditing.

Create your calling lists by loading Excel or CSV files into the Outbound Calls module. Multiple calling lists can be associated and loaded for every outbound campaign and each calling list can have a distinct weight within the campaign, directly impacting the ratio of new numbers retrieved from each calling list in the campaign. New numbers can be added to a calling list on the fly without the need to create a new one.

Contacts in a calling list can have one or multiple phone numbers at which they can be reached. You can set rules on how to dialer must handle multiple numbers for the same contact by specifying the interval between dialing attempts, the maximum number of attempts per phone number, the maximum number of attempts by contact, and whether to dial the different number in a round robin or retry the same number before attempting to dial the next one.

For every possible outcome of a dialing attempt that did not get answered by a person, you can specify a redialing rule that the dialer will execute. You can have redialing rules for calls that resulted in an abandon, an answering machine, busy, not answered, or congestion. For each redialing rule you can specify the maximum number of attempts, the time to wait between attempts, and the interval increment if you wish to have time between attempts automatically increase.

Every calling list can have a set of filters applied to it so the dialer can retrieve records that satisfy certain criteria. For example, you can set a filter to only retrieve records of contacts belonging to a specific gender, or from a certain geographic location, or any other condition. You can build conditions using a combination of logical operators (AND or OR) on fields from the calling list.

Specify the dialing hours per day of the week per campaign. The dialer will only attempt calling a number if the dialing hours permits.

Supervisors utilize real-time dashboards equipped with monitoring, whispering, and barge-in capabilities to provide immediate guidance and support to agents during live calls.

Calls are intelligently routed based on predefined rules and criteria. Skills-based routing ensures that calls are directed to agents with the appropriate expertise

These codes describe the outcome or nature of the call. Managers and supervisors can understand the types and volumes of calls that agents handle, and identify trends and issues to help in proactive problem resolution. Disposition codes provide essential data points that can be incorporated into various reports, giving insight into communication outcomes and agent performance for operational optimization.

Agents can either use the provided web-based application or any of the Customer Relationship Management (CRM) integrations (i.e. Salesforce, Zendesk, or Dynamics) to connect to the system and have access to customer information

Supervisors and administrators monitor campaign progress in real time. Customizable dashboards provide insights into key metrics such as call connect rates and agent performance.

Customer data is protected and stored in an encrypted database to ensure data security and privacy.