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Five9 Offers Complete Outbound Call Center Package
Looking for an upgrade for your outbound call center? Might want to give the Five9 (News - Alert) Outbound Call Center a look-over, as it’s a complete service consisting of outbound campaign management functionality with predictive, power, progressive or preview dialing.
You can use the automated dialer and outbound call center software to manage product campaigns, generate sales leads, process account collections, raise funds, administer research surveys, conduct political outreach campaigns and just about anything else you’d want to use it for.
One advantage of the system is how it can help with increasing agent productivity -- “our predictive dialer can triple the amount of time your agents spend talking to sales prospects and clients,” company officials say, adding that the system does this by automating outbound dialing, “connecting agents only to calls answered by real people, and ignores calls answered by fax machines and voice mail systems.”
You can see the advantages -- your agents spend less time wasted and more time talking to actual people.
It comes with multiple automated dialing options. Predictive dialing increases sales productivity, and is good for when you have a large number of leads you need to contact quickly.
Power dialing, on the other hand, is normally used when you have a small number of agents and a large number of contacts, and progressive dialing is normally used in business- to- business environments, Five9 officials say, where the system dials one call per available agent. Preview dialing is if you want to allow agents to familiarize themselves with the customer’s history before dialing. It’s good if you have a llower call volume and if the right customer touch is important.
Earlier this year TMC (News - Alert) reported [http://www.tmcnet.com/channels/call-center-on-demand/articles/139180-five9-chosen-american-ramp-company-predictive-dialer-project.htm] that the American Ramp Company, which works in skatepark design and implementation, wanted a new predictive dialer to complement their existing email and marketing campaigns, with tools for sales and customer service.
Founded by Nathan Bemo, ARC decided to go with Five9, a vendor of virtual call centers. Their Business Development Manager, Rob Crossno, says he wanted a product that would "continually enhance the performance" of his direct sales force, field representatives, and outsourced staff -- and he wanted it implemented quickly with his in-place CRM.
David Sims is a contributing editor for TMCnet. To read more of David’s articles, please visit his columnist page. He also blogs for TMCnet here.
Edited by Chris DiMarco
