Features of Outbound Solution
As life goes there are more sales people visiting this blog. Lets see if this one can get some good brains on the blog. The objective of this blog is to discuss features required from a outbound solution.
I am hoping all Sales people can use this brainstorming discussion to take it back to product dev teams. The following is the format we will be using. I will start entering some of the basic features.
FEATURE:
DESCRIPTION:
IMPORTANCE:
ABOUT YOU (OPTIONAL)
FEATURE: Predictive Dialling
DESCRIPTION: This is a automatic dialling functionality wherein dialer would pick up numbers automatically from a list and dial those numbers. Idea is to keep agents talking to customers for maximum amount of time. The dialer should consider various parameters like talk time, ringing time, avg setup time etc and then predict how many calls should be thrown at any moment.
IMPORTANCE: HIGH in INTERNATIONAL CENTERS, MEDIUM in DOMESTIC CENTERS
ABOUT YOU (OPTIONAL): Owner of the Blog.
April 21, 2008 at 3:59 pm
FEATURE: Multiple Number Support
DESCRIPTION: Most of the time Customers would have multiple numbers. Dialer should be able to support multiple numbers per customer and one should be able to configure dial-order i.e. call mobile first if that is busy then landline etc. Or there can be time based rules like in morning dial mobile in afternoon landline etc.
IMPORTANCE: LOW in INTERNATIONAL CENTERS, MEDIUM in DOMESTIC CENTERS
ABOUT YOU (OPTIONAL): Owner of the Blog.
April 21, 2008 at 4:00 pm
FEATURE: Broadcast IVR Dialing
DESCRIPTION: This is dialling where numbers are picked up and as soon as call connects it is given to a IVR. Based on customer inputs the call can be transferred to ACD (Agents).
IMPORTANCE: MEDIUM in INTERNATIONAL CENTERS, LOW in DOMESTIC CENTERS
ABOUT YOU (OPTIONAL): Owner of the Blog.