Key Features and Benefits of Outbound Dialing
Campaign Plus – Synchrony’s award-winning campaign manager allows you to quickly set up, monitor and manage outbound campaigns in real time. Synchrony centrally monitors non-contacted dials then intelligently recycles to maximize actual contacts per hour. At the same time, Synchrony Outbound monitors interaction outcomes, allowing you to use these analytics to practice “adaptive marketing”―while the campaign is in progress. From there, you can dynamically adjust your lists to maximize the penetration of segments that are most receptive to certain offers.
Synchrony Outbound even simplifies agent calls based on skill-set assignment. For example, Synchrony Outbound can ensure that only Spanish-speaking agents place calls to Spanish-speaking customers.
Multiple Dialing Options – Synchrony Outbound supports multiple automated dialing methodologies including preview, progressive and predictive. You choose the dialing methodology that is most suitable to each campaign, and you can even change methods within a campaign. This is useful when re-dialing abandoned calls. Plus, Synchrony Outbound’s flexible dialing options support all types of campaign strategies while enforcing Do Not Call compliance and privacy and nuisance laws that vary by state and country.
Automated Fulfillment – Synchrony Outbound automates the post-call follow-up by delivering personalized correspondence to customers. Agent-generated documents are e-mailed, faxed or mailed directly to the customer. If your fulfillment requires assembly and shipping, this can be deferred or delegated, allowing the agent to move on to the next call.
Scheduled Callbacks – Agents or automated campaigns can schedule future customer callbacks. Callbacks can be assigned to individual agents or to groups. Once callbacks are due, agents are prompted for callbacks just as they are other incoming or outbound interactions.
Agent Anywhere – Synchrony Outbound can deliver outbound interactions to any remote agent equipped with a high-speed internet connection and a voice line. This allows you to operate a “virtual contact center,” leveraging centralized campaign management and automated dialing without the need for specialized outbound equipment in each location.
Single Agent Desktop Environment – Synchrony offers a single agent desktop environment for multi-channel outbound, inbound and blended environments. This makes it easier for agents to learn, offers unlimited flexibility for the operations manager, simplifies administration and optimizes overall productivity. So, whether the interaction begins as an incoming call or an automated outbound dial, all customer details are displayed as the call is connected to the agent.