There’s More Than One Way to Dial Jamie Morningstar

Agenda Why dial? Dialing styles and legislation inContact dialing tips and tricks inContact success story: AnswerX

Why Dial? Dollars or Customer Touch (a.k.a. dollars)

Why Use a Dialer? To keep agents talking!

Dialing Styles Predictive? Blaster with opt-out? Message blaster? Progressive? Preview?

Which Dialer Should They Use? Cold-call telemarketing

Which Dialer Should They Use? Snow day

Which Dialer Should They Use? Collections

Which Dialer Should They Use? Customer care

Doctor’s appointment reminder Which Dialer Should They Use?

AmEx Black Card

Dialing Legislation

There’s More Than One Way to Dial Neal Pearson

inContact Dialing Options Setting up a dialer project takes only a few steps

Create a Dialer Project Click on the Add+ button

Select the Project Type Power Dialer

Select the Project Type Blaster

Select the Project Type Blaster Opt Out

Create a Dialing Schedule Create a Schedule in the SCHEDULE Tab

Select Message Prompts

Configure Advanced Features

Define Schema

Schema Tab

Configure Dispositions

Dispositions Tab

Assign Project Access

Access Tab

Upload Call Lists

Call Lists Tab To upload a list, click on the IMPORT NEW LIST button

Import a New List Name the list and locate the file to be uploaded

Field Mapping Standard Fields

Field Mapping Custom Fields

Field Mapping Time Zone tab

Field Mapping Duplicate leads

Activate the List

Run the Project

Enable the Project

There’s More Than One Way to Dial Richard Riga AnswerX

Our Outbound World Lead generation Sales conversions Upsell or cross sell Informational campaigns Appointment setting & reminders

Choosing a Dialer Type Dedicated or blended Contact and utilization Hot or cold leads Conversation ratios Agents to leads

Internal Satisfaction Easy opt-in, opt-out Familiar interface Comfortable lead import/export Smooth lead dialing and connects Meaningful reporting Easier quality assurance

Accomplishments Higher customer satisfaction Better than anticipated conversion and sales metrics Faster list penetration Easy lead reporting

Three Key Takeaways OneTwoThree Know thyself – identify the needs and goals of each campaign Try it out and be willing to tweak and reevaluate Choose the dialing style that fits your contact center and the campaign