Outbound

Optimise and automate your dialling and outbound contact strategies to enhance your campaigns and deliver exceptional business results.
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Outbound voice calls form an essential component of many sales, debt collection, customer service and market research campaigns. As a result, manual dialling processes, poor lead management, ineffective reporting and low agent productivity can all have a dramatic impact on the success of campaigns and ultimately the profitability of your business.

INOVO’s Outbound solution helps your business take control of the dialling process and overall contact strategy so that agents speak to more customers, are more productive, and your campaigns can be more successfully executed across multiple contact channels.

Benefits

  • Automate dialling and only route live contacts to the agent. By employing intelligent dialling strategies, filtering out non-useful contacts and rescheduling dialling attempts, agents are able to spend more time working, yielding enormous gains in productivity and a reduction in operational costs.
  • Improve the way you manage agents and leads with real-time dashboards and reports on metrics that matter. This will provide the visibility needed to drive productivity and performance improvements.
  • Build intelligent contact strategies by combining voice calls with digital channels to maximise the value derived from leads. For example, a call could be initiated only when an SMS delivery receipt is received. This will lower the lead cost, and improve the probability of contact.
  • Enforce multi-level lead prioritisation and dynamic agent-lead allocation to boost your conversion ratios and campaign results. Customer, business, interaction and third-party data can be used to prioritise and allocate leads to the agent that is the most likely to result in a positive outcome.
  • Enable contact centres to limit the distribution of leads to agents with a low conversion rate, while offering more leads to agents with a higher conversion rate (resulting in a significantly improved overall conversion ratio).

Plan and execute more effective dialling and contact strategies per lead to extract more value:

  • Set up dialling rules per contact – configure the frequency of dial attempts and the number called first.
  • Use dialling history as a way to determine the best time to call.
  • Automatically collect information from various internal and external sources to enrich your dataset. In a debt collection environment, for example, the latest credit bureau data could be used to obtain additional contact details to increase the likelihood of reaching your customer.

Key features

Multiple dialling modes to suit every contact strategy:

  • Progressive dialling: dial numbers as soon as agents become available
  • Predictive dialling: automatically pace calls based on anticipated agent availability
  • Preview dialling: present customer information to an agent before a number is dialled

Screen pops and scripts

Present the agent with relevant customer information (requiring CRM or business application integration) and a dynamic call script to guide conversations, reduce agent training effort, decrease handling time and enforce compliance.

Dynamic and real-time lead management

  • Regain control over leads with advanced management functions to insert, modify, remove and augment data.
  • Leverage customer, business, interaction and third-party data to dynamically prioritise and allocate leads to agents to deliver optimal business outcomes.

Integrated real-time and historical reporting

Gain visibility and insight into current and historical contact centre operations through easily customisable reporting and dashboards.

Calculating ROI

An ROI calculation based on productivity can be done in two main ways.

1. Based on revenue increases

Changing from manual to predictive dialling typically yields 100-300% improvements in productivity

Changing from manual to progressive dialling typically yields 80-150% improvements in productivity

2. Based on costs

The cost-based ROI works on the same principle as the revenue-based increase. If the conversion ratio remains constant, then the staff compliment can be reduced accordingly to maintain the levels of sales/collections achieved previously

If the conversion ratio stays the same, businesses can expect the same percentage increase in revenue

Calculating ROI

An ROI calculation based on productivity can be done in two main ways.

1. Based on revenue increases

Changing from manual to predictive dialling typically yields 100-300% improvements in productivity

Changing from manual to progressive dialling typically yields 80-150% improvements in productivity

2. Based on costs

The cost-based ROI works on the same principle as the revenue-based increase. If the conversion ratio remains constant, then the staff compliment can be reduced accordingly to maintain the levels of sales/collections achieved previously

If the conversion ratio stays the same, businesses can expect the same percentage increase in revenue

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