Outbound Dialing Summary

In this document we present a snapshot, or a high level summary, of key capabilities of the ChaseData CaaS for making outbound calls. For more detailed descriptions, capabilities, and configuration guidelines, please refer to their respective Knowledge Base article at https://support.chasedatacorp.com/portal/en/kb.

The figure below could be used to understand key elements of outbound dialing and where powerful combinations could be created.

In that diagram we call Standard Outbound Dialing the set of rules combined under an outbound campaign that configures all the parameters for intelligent management and execution of such campaigns. The other blocks represent Advanced Outbound Dialing Rules, which are specialized add-ons that can enhance or modify outbound dialing for one or more campaigns under certain configurable conditions. We also show Agent Dial List outside the large block because it is not an actual rule set, but rather a powerful tool to generate personalized lists of contacts or leads that an agent can dial out without interference on or from outbound dialing rules.

Let us start with Standard Outbound Dialing. Here is where everything starts; as we indicated, this is the extensive set of configurable rules and parameters for an outbound campaign and includes Dialing Rules & Strategies such as Dialing Hours, Dialing Mode, Dial Sequence, Number of Lines, Drop Rate targets, Call Attempt limits, AMD Detection, Call Scripts, and more.

That is the reason why we represent Standard Outbound Dialing in the picture below as the base, or prerequisite, if we must, for any Advanced Outbound Dialing Rules to take place.

Advanced Outbound Dialing Rules provide mechanisms to do something more when special conditions take place. Fast Redial and Dial Through are about doing extra work to get to a hard to reach lead. We can use Fast Redial when we have indications that certain dispositions tell us that the lead is reachable, but we just need to quickly try again. We use Dial Through when we have multiple telephone numbers for the lead, we have not yet determined which one is the right one, for example, and we know that certain dispositions tell us that most probably we need to use an alternate number to reach the lead. These two Advanced Outbound Dialing Rules do not disturb other dialing rules, except indicating to the system to queue these extra calls in front, at the appropriate time, so the calls can be made as soon as possible after that. This can be seen in the figure above; the Fast Redial and Dial Through blocks intersect all other ones and hence it is possible to use them under many scenarios.

Then we have three heavy-duty lead filtering and/or agent assignment rules: Dial Priority, Skill Priority, and Playlist. Due to the nature of these Advanced Outbound Dialing Rules, intersecting domains that they may address, and the complexity of their logic, they are exclusive of each other and if more than one of them is defined that affects a particular scenario, precedence rules take place, as depicted in the matrix below.

What Dial Priority brings to the table is the ability to use a campaign’s sub-campaigns to determine, or filter, the leads in the campaign that should actually be called, then apply prioritization criteria to the filtered list of leads. Filtering occurs by selecting one or more sub-campaigns.

Skill Priority similarly creates a new filtered dialing list based on sub-campaigns, but the sub-campaigns to use can be from multiple campaigns without restriction imposed by the rule logic on which campaigns can be considered. Skill Priority also applies prioritization criteria to the filtered list of leads, providing the same options as Dial Priority. The filtered list is then assigned to a Skill Group, so the resulting calls are assigned to agents with the corresponding Skill.

Playlist allows creating a highly customized list of leads to dial by checking attribute-value conditions. Attributes are Lead fields, including both default and custom (Advanced Table) fields. Conditions are comparison operators to check the contents of the field against a desired value. Multiple attribute-value conditions can be combined using logical operators (AND, OR).

Bucket Dialing can sit on top of everything else since its purpose is to allow agents with specific Skills to handle outbound calls from multiple campaigns within their same log-in session, as opposed to just calls for the campaign under which the agent logged in.

The above table provides a good synopsis of outbound dialing and the available Advanced Outbound Dialing Rules. The previous two figures provide both a pictorial and matrix view of the combination possibility and precedence of these rules. It should be clear from them that combinations can create very powerful scenarios. These combinations must be planned and handled carefully, though, to obtain the most benefit and to make sure that you do not generate unintended results.

For more detailed information, you may access the following Knowledge Base articles:

Campaign settings:
https://support.chasedatacorp.com/portal/en/kb/articles/ug-management-console-functional-setup-campaigns-16-3-2021-2

Outbound Call Management:
https://support.chasedatacorp.com/portal/en/kb/articles/user-guide-management-console-functional-setup-outbound-call-management

Skill Priority:
https://support.chasedatacorp.com/portal/en/kb/articles/feature-update-skill-priority

Fast Redial:
https://support.chasedatacorp.com/portal/en/kb/articles/feature-announcement-fast-redial-9-3-2021

Bucket Dialing:
https://support.chasedatacorp.com/portal/en/kb/articles/feature-announcement-bucket-dialing-mode