Question 1

What dialer features does BPO & Call Centers need?

Accepted Answer

BPO & Call Centers typically requires Agent Dialer Pacing, Listen, Whisper and Barge, Real-time Dashboards. Edesy provides all these features out of the box.

Question 2

What are common use cases for BPO & Call Centers outbound dialing?

Accepted Answer

Common use cases include Telemarketing, Lead Generation, Customer Surveys.

Question 3

What dialing modes does the Edesy outbound dialer support?

Accepted Answer

Two. Voice broadcast plays a recorded or text-to-speech message to every number on a list. The agent dialer calls leads and bridges each answered call to a free contact-center agent, pacing at 1.0, 1.5 or 2.0 lines per free agent. Edesy does not offer algorithmic predictive dialing.

Question 4

What is the difference between predictive, progressive, and power dialing?

Accepted Answer

Progressive dialing places one call per free agent. Power dialing places a fixed number of calls per free agent (for example 1.5 or 2). Predictive dialing changes the ratio on the fly using an algorithm that forecasts when agents will free up. Edesy's agent dialer is progressive at 1.0 and power-style at 1.5 or 2.0 lines per agent.

Question 5

How does the dialer help with TRAI and DNC rules?

Accepted Answer

You keep a Do Not Call list in the dashboard and numbers on it are skipped in every campaign. Campaigns run only inside the dialing hours you set, and calls can be recorded. You are still responsible for consent and for following current TRAI rules for your use case.

Outbound Dialer for BPO & Call Centers

Features for BPO & Call Centers

Common Use Cases

FAQ

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