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Five9's Preview Dialing to Improve Call Center Client Relationships

September 11, 2009

By Kelly McGuire,
TMCnet Editor

Five9, a call center software provider, in addition to the predictive and progressive dialing modes, will stay progressive in the telecom industry with preview dialing, a new system for sales-oriented call center operations.

Preview dialing is often used when sales agents have more frequent and personal interaction with contacts. 

According to David van Everen, vice president Product Management, preview dialing allows the agent to become familiar with the context of the customer relationship or the last customer interaction before calling. 

“It allows calls to go more quickly and more smoothly, thereby allowing agents to make more productive calls,” said van Everen. 

Administrators can configure a campaign to operate in preview dialing mode, and they can indicate whether agents can spend time reviewing a contact before making phone calls.

The software delivers list records to agents in the same way calls are delivered, providing a screen pop-up of the record with all of the contact’s information and call history so an agent can review the record, then place a call to any, or all, of the available phone numbers for the contact. 

Five9’s software also helps provide guidance to agents by suggesting which number should be dialed next, based on the configured dialing rules for the campaign.

This system is typically used for call centers and agents seeking to get acquainted with the context of a customer/company relationship, or as a means to freshen up on the last customer interaction before dialing them.

 “The agent isn’t starting ‘cold’ with each call, but instead is connecting with the contact either as part of an on-going dialog, or with a pre-established sense of the organizations dealing with that contact,” said van Everen.

While traditional methods of call centers tend to use a standard script, Five9’s preview dialing allows a sales rep time to prepare a somewhat mental script or series of statements before contacting a specific customer, which tailors the dialog, making each customer targeted and individualized, rather than one of a larger pack.

Additionally, the system offers a “push” preview, whereby agents can review the information and their tailored dialog before initiating the call, essentially making the call smooth and flawless.

 “Push” preview allows the administrator to set the pace of outbound calls for agents to ensure productivity, while also prioritizing the contacts that are important to achieve business or operational goal.

“Using ‘push’ preview, admins can balance productivity with effectiveness by controlling how much time agents get to preview the record before the system automatically dials the telephone number of the contact,” said van Everen.

In a blended call center, in which both inbound and outbound calls are ongoing, Five9’s preview dialer provides visibility into the status of the customer interactions from both directions, and can also keep consistent sales messages and notes from the telemarketing team in outbound development campaigns.

With agents needing to constantly keep up with contacts, the company’s Web callback feature within the preview dialing system ties web leads to a click-to-dial pop-up screen on the agents’ window, as a way to maintain client relationships, reach leads faster, improve sales conversions and cross-sell products to customers.

Earlier this year, Five9 and Leads360, a lead management software company, announced a partnership that combined Five9’s on-demand predictive dialer with Lead360’s lead management solutions to offer sales professionals a way to improve their sales approach and technique.

Similarly with the Lead360 partnership, Five9’s preview dialing system is both essential to improve business and intelligent in the progression to keep call centers up to speed in the always evolving telecom industry.
 

Kelly McGuire is a TMCnet Editor. To read more of her articles, please visit her columnist page.

Edited by Kelly McGuire