Softdial Campaign Manager™

Automation for optimizing outreach strategies

At a Glance

About Softdial Campaign Manager™

Outreach to consumers can indeed be complex, involving various decisions for each contact, including:

Choice of Channel: Determining whether to use a phone call, email, SMS, or another communication channel to reach the consumer.
Phone Number Selection: Deciding which phone number (home, work, mobile) is the most appropriate for contacting the consumer.
Call Timing: Considering the time zone of the consumer and adhering to appropriate calling hours.
Retry Strategies: Establishing rules for retrying contact attempts if the consumer is initially unavailable or busy.
Appointment Scheduling: Scheduling specific contact times, like Agent Joseph calling the consumer at 10 am next Tuesday.

Effective outreach strategies require thoughtful planning and often involve the use of advanced technology, like predictive dialers and CRM systems, to automate and optimize these decisions based on various factors and compliance rules.

The SCC’s Softdial Campaign Manager™ (SCM) module effectively addresses the complexity of outbound contact operations. It offers precise control and automation to streamline outreach strategies, regardless of the business objectives, whether it’s sales, research, appointment setting, or collections. SCM optimizes resource utilization and aims to achieve successful contacts efficiently.

SCM offers automation for:

Omnichannel Outreach: Utilizing various contact channels as per customer preferences.
Retry Strategies: Implementing sophisticated retry options based on real-time data.
Right-Time-to-Call: Ensuring calls are made at the most suitable times, considering time zones, business hours, and customer contact preferences.
Compliance: Ensuring adherence to all regulatory and contractual requirements.
Scheduled Callbacks: Facilitating the scheduling of callbacks for optimal contact.

To enhance phone-based contact success, SCM works seamlessly with the AI Dialer™ to maintain peak predictive performance, minimizing abandoned calls while keeping agents engaged. Additionally, SCM allows the flexibility to mix predictive campaigns with progressive, preview, and IVR campaigns (where regulations permit).

SCM’s browser-based interface empowers administrators and supervisors to manage campaigns from any location, whether they are working from home, a remote location, or within the contact center, providing consistent campaign control in all scenarios.

Advanced Retry Management

Maximizing successful retries is a top priority with SCM’s sophisticated automatic retry management. The aim is to make every possible effort to reach customers without causing annoyance or violating any regulations. This approach typically results in a 15% increase in successful contacts compared to simple ‘call everyone again’ strategies.

You can establish precise retry rules, including different settings for various call outcomes. For example, you can set the system to retry a ‘busy’ contact after 5 minutes or attempt a call ‘after 5 pm’ for a ‘no answer’ scenario.

After a certain number of attempts, SCM can use alternative phone numbers, such as home, work, or mobile, or even try a different communication channel. By interacting directly with the customer database in real-time, SCM makes retry decisions based on the outcomes of previous contact attempts.

You can also schedule callbacks for specific agents or the general pool. Automatic follow-up on commitments ensures that customer expectations are met, increasing the likelihood of successful contact. These options collectively create a powerful and flexible strategy for achieving successful customer contact.

Targeting and Prioritization

For large enterprises or outsourcers with extensive contact datasets, SCM provides the flexibility and precise control needed to maximize yield.

You can select customers based on any available data, such as age, location, purchase history, and more. Additionally, SCM allows you to prioritize specific data sources over others, considering ratios or the number of fresh, untried numbers.

No matter what your outreach strategy entails, SCM empowers you with complete control and the capability to achieve the highest possible return on your outreach efforts.

Automatic Compliance

SCM ensures that outreach efforts are conducted in compliance with regulations and customer preferences. It provides straightforward compliance mechanisms for:

Do Not Call (DNC): SCM automatically checks all numbers against DNC lists, including national, state, and company-specific lists, before initiating calls.
Right Time to Call: SCM considers mandatory rules regarding when calling is permissible, which may vary for mobile and landline numbers. It uses these rules to determine which consumers to contact and which numbers to use at any given time.
Customer Preferences: SCM respects customer preferences, such as contact permissions. For example, it will ensure that a customer who has consented to email contact but not phone or SMS is contacted accordingly.

With SCM, compliance with regulations and consideration of customer preferences are seamlessly integrated into your outreach processes, ensuring both legal adherence and respect for customer choices.

Enhanced Predictive Dialing Efficiency

SCC’s AI predictive dialer adapts to fluctuations in the live call rate, continuously adjusting its dialing rate to match the changing conditions. These fluctuations can arise from various factors, such as working through a retry list. While there may be a slight drop in performance, the dialer strives to provide the best performance possible in such situations, as it’s designed to do.

However, just as vehicles achieve optimal fuel efficiency by maintaining a steady speed, dialing performance can be further enhanced by stabilizing the live call rate. SCM offers the option to mix fresh numbers and retries in various ways, helping to minimize fluctuations in the live call rate and ensuring peak predictive performance.

So, while significant changes in the live call rate can be managed by the dialer, it’s a good practice to maintain a consistent call rate whenever possible.