Hosted Predictive Dialler

Why use the ContactPro predictive dialler?

Hostcomm's ContactPro predictive dialler service is an auto dialler solution that will quickly increase your team’s efficiency while helping your agents focus on customer engagement and delivering a consistent, high-quality experience.

ContactPro is a dialler service that automates the process of making large volumes of calls. It allows you to control the pace of dialling and, in predictive dialling mode, uses statistical algorithms to ensure the pace of dialling matches the agent's availability to respond. This reduces the time agents spend waiting between conversations, while minimising the risk of a customer answering when no agent is available. 

It’s a flexible service that's provided as a monthly subscription. And, because it’s hosted, it can be up and ready to go in 24 hours, without the need for IT support.

Don’t let size or legacy systems slow you down. With the Hostcomm ContactPro predictive dialler service, you can stay flexible, respond to changing demands, and deliver better service – immediately.

Dialler Options

If your company makes outbound calls, you can benefit from a predictive dialler for the most efficient way to call contacts and maximise agent productivity. However, the specific benefits you’ll achieve will depend on how you use your dialler.

A dialler can work in three different modes: preview dialling, progressive dialling, and predictive dialling, with each suited to particular situations and company methods. To get the most out of your dialler means taking the time to find the right mode – or a combination of all three - for you.

Learn More about dialler pricing and additional features available: Dialler Pricing and Plans

Flexible dialling modes

When it comes to finding the right dialling modes to suit your business, you may need to modify your combination. But what makes our dialler so flexible is the ease with which you can make any changes you need.

With these flexible dialling options:

• Agents can achieve higher talk time – up to 50 minutes in the hour
• Administrators can monitor agent productivity and take control of the pace of calling
• Commission-based sales staff are motivated, spending more time on sales, rather than admin
• Automation can be used for follow-up tasks such as callbacks, through your CRM to minimise agent administration

Many businesses begin with a simple preview dialling mode. However, as their needs grow and their targets evolve, it’s quick and easy to switch to automated dialling at no extra cost and without any complex or time-consuming set-ups. You can learn more about dialling modes in our eBook, The Truth About Diallers. 

Wallboard & Reporting

Getting the best from your dialler requires the availability of high-quality data. You can monitor performance, report on progress and make any changes required for further improvements.

Installed free of charge as part of your predictive dialler service, the Hostcomm Wallboard is an advanced Addon that gives you real-time data on the progress of your campaign. The Wallboard is a web page, so you can log-in and control the sales and campaign performance, whether you're in the contact centre or working remotely. 

The Wallboard provides a range of views so you can look at the overall performance in different levels of detail. Agents can be grouped by campaign or split into teams, while team members can be selected and deselected from the wallboard as necessary. Reporting on the performance of the entire sales team or an individual agent has never been easier. 

There's also a wide range of standard reporting options available and you can also create your own customised reports. In addition to a large number of metrics that we set up as standard, we can also customise the data view to suit your specific reporting needs. These can be emailed to you or made available as real-time reports accessible from any browser, so you have access to your campaign's performance, wherever you are.

We are able to offer many advanced wallboards and custom reporting features: Dialler Pricing and Plans

Scripting & Surveys

With intelligent-agent scripting, you can keep your agents on-topic while they feel knowledgeable and confident. This makes it easier to sell or to deliver great customer service on every call and collect the data you need.

The Hostcomm Surveyor is a hosted web application - CATI (Computer Assisted Telephone Interview) - that enables you to create telephone and online surveys quickly and easily. It comes complete with the Hostcomm hosted dialler so you can increase contact rates and successfully complete surveys faster. It also works seamlessly with the hosted Contact Centre service.

IVR Payment System

If your contact centre handles credit and debit card payments, you have a duty to protect your customers from fraud.  When you utilise an Interactive Voice Response (IVR) payment service, it’s the best way to ensure any customer credit card information is securely safeguarded.

PpayMatic-PCI is a hosted payment IVR application that works with Hostcomm's predictive Dialler and Contact Centre services. Using our IVR payment system also means that your organisation will comply with the PCI Data Security Standard (DSS). 

Key benefits of IVR Payments

• Cost-effective - use on a Pay As You Go basis
• No additional hardware or software costs
• High performance - manage multiple card payments at the same time 
• Easy to use and agents can be trained quickly
• Works with most payment gateways using secure API
• Meets PCI DSS security criteria
• Call recording security
• Dedicated firewalled server eradicating server breaches
• Unlimited support and training included in the monthly service fee

Call Recording

Call recording is a valuable feature used by many businesses. It allows higher quality training to take place and helps increase the effectiveness of call agents. 

Hosted call recording is an effective way to avoid the expense of having your call recording system in-house. Plus, contact centres can rely on a central base, even when their agents are geographically dispersed.

Our services are provided as a monthly subscription. And, because it’s hosted, it can be up and running in just 24 hours, without the need for IT support. All you pay is a fixed 'per user, per month' cost, allowing you to scale up or down with your business.

Inbound Call Routing

For call centre agents, intelligent call routing ensures they know who they’re about to speak before they’ve picked up the call. Preparation for the conversation they’re about to have is key and will ensure it ends with a satisfactory and positive outcome.

Intelligent call routing transforms the customer experience. Going from one which involves waiting on hold or being passed from one department to another, to one in which they get through to the right person, first time. 

One of the advanced features of the Hostcomm predictive Dialler, is its ability to handle both outbound and inbound call traffic. With Hostcomm intelligent call routing, calls can be easily routed according to criteria, including agent skills, campaigns, call priorities or geographic origin. We can help you discover the best call routing options for your call centre and set it up.