UK and IrelandOutbound
Welcome to the Outbound subject, the available knowlege bank articles are displayed below.
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Blending
A term used to define the use of agent groups involved in both inbound and outbound calling. Outbound calling is generally done during cal… View
Cold & Warm Calls
This involves companies making outbound calls to prospective new customers. Calls can be warm or cold - a warm call is where a relationship alr… View
Decision Maker Contact (DMC) or Right-Party Contact (RPC)
Decision Maker Contact (DMC) is a phrase used in outbound telemarketing. A decision maker is the account holder, the person who the company con… View
Diallers
Outbound dialling systems are typically used where high volumes of quick turnover outbound calls are required, such as when running outbound telema… View
Nuisance Call
The term “nuisance calls” can be applied to a range of different types of calls. However, for most consumers it primarily relates to ca… View
Nuisance Call Action Plan 2014
The first comprehensive and co-ordinated effort to tackle nuisance calls has been unveiled today by Culture Secretary Maria Miller. The Nuisanc… View
Nuisance Calls: Department of Culture, Media & Sport Response to Which?
DCMS response to Which? led Taskforce recommendations for Government of 8 December 2014 10. The Department of Culture, Media and Sport, and the… View
Nuisance Calls: Reducing the Threshold for Enforcement: Conclusion
Proposal to lower the legal threshold for the Privacy and Electronic Communications (EC Directive) Regulations 2003 (“PECR”) for … View
Nuisance Calls: Reducing the Threshold for Enforcement: Proposal
Proposal to lower the legal threshold for enforcement of the Privacy and Electronic Communications (EC Directive) Regulations 2003 (“PECR&rdq… View
Outbound
Outbound calls are generated by call centre agents and made to customers or prospects. Calls can be made for telesales, cross and upselling, te… View
Outbound Call Duration for ACD Group Report - Day Summary
ACD day summary report for outbound call Duration. … View
Outbound Call Duration for ACD Group Report - Intra-day Time
This ACD report is an intra-day time generated report. Often best viewed when slpit through the working window creating day time-segments. Intr… View
Predictive Dialling
A Predictive Dialler is a system that automatically dials outbound telephone calls from a pre-determined calling list. The dialler presents an … View
Predictive Dialling ROI
Predictive diallers have considerably enhanced outbound calling by the use automation. In some cases, predictive dialling can improve product… View
Telemarketing
Also covers Telesales View
The Telephone Preference Service (TPS) UK
The Telephone Preference Service (TPS) is a free service. It is the official central opt out register on which consumers can record a preference no… View
Time-based First Contact Resolution (FCR) Reporting Window
Time-based FCR relies on a rolling FCR window. This means that the initial enquiry is perceived to be a FCR but over a period of time the initial r… View