Outbound Performance Management

Enhance productivity and lower costs…

A proven, cost-effective call centre solution that uses Artificial Intelligence Techniques (AI) to automate outbound dialling.

Save your contact centre time and money when making a significant number of outbound calls. Non-productive tasks, like manual dialling, are automated, leaving users to concentrate on talking to customers. It is proven to increase contact rates, enhance productivity and lowering costs.

Dialler modes

Predictive mode

Calls are only connected once answered. This increases productivity, allowing agents to focus on other tasks instead of listening to a dial tone. Predictive mode is valuable when there are large volumes of similar calls to be made and a high rate of failure to connect. It generates lower volumes of abandoned calls, improving agent performance.

Predictive mode

Auto mode

Only one call is generated for each user and is launched automatically. Call progress is tracked and recycled for outcomes (e.g. busy, unavailable, no answer etc). This leads to improvements in user talk time.

Auto mode

Features

Built-in OFCOM compliance

Provides performance under UK regulations.

Campaign management

Each agent can be assigned to another campaign without having to log out and log back in, restricting the amount of time lost when managing multiple lists.

Priority list blending

Each call list is assigned a priority. Infinity enables a smooth transition from one list to another, blending calls from the new list with existing calls from the previous list, ensuring that list penetration rates remain high without sacrificing productivity.

Call recycling plans

Maximise the possibility of contacting the customer. Infinity provides a higher likelihood of a successful contact from customers who requested call-backs. The campaign and list management capabilities allow multiple lists to be assigned to a single campaign. These can be shared between teams to keep up productivity, even when list data is running low.

Seamless integration with existing systems

Infinity Reach can complement and add functionality to existing infrastructure, focusing on enhancing efficiency, reporting, training, accuracy and experience.

Benefits

Fully integrated reporting and real-time statistics
Blends inbound calls, emails and chat into all available users’ workloads based on priority
Automates non-productive tasks, leaving agents to concentrate on customers
Optimises agents time by only connecting calls once answered
Supports 50 to 1000+ agents
Scalable to suit your business needs

Interested?

To arrange a demo of Infinity’s Outboud Performance Management solution, or to discuss how it can work for your organisation, please dial +44 (0)121 450 7830 or send a form via