Outbound call is an indispensable part of modern customer service center system.
Function: Preview dialing; Call out by appointment; Forecast distribution; Outbound service
Complex mathematical algorithms are used to consider many factors, such as the number of available telephone lines, the number of available operators, the probability of not being able to connect to the expected seat, etc. It is often predicted that the outgoing call will be handled more than the operator, which saves the operator a lot of time (looking up the number, dialing, waiting for the bell to ring) and greatly improves the efficiency.
Outbound service can be used for market analysis, such as automatically dialing a large number of users according to the list, conducting business demand or service satisfaction survey, or paying a return visit to customers.
Extended data:
Some common outbound modes
Overseas media mainly adopt the following methods or add other methods as needed:
SMS: Set up an interface communication machine with the mobile phone service provider.
Automatic station of BP machine: cooperate with paging station to use automatic station prompt function to realize code call.
E-mail: using Internet services.
Telephone: Use the public telecommunication network to send voice or other information.
Fax: The same principle as telephone.
IP phone: The call is transmitted through the Internet in the form of IP, and then converted into PSTN.
There are two main ways to actively call out system calls:
Automatic outgoing call process
According to the preset number library, the system automatically calls users at regular intervals, and plays various set voices and sends short messages to users.
News, e-mail, etc. No human intervention is needed.
References:
Outbound personnel-Baidu Encyclopedia