Outbound Methods - Feature Summary
You can use Oceanic® to help decide which outbound dialing method is best for you. We rarely meet anyone in the industry who is really comfortable with terms used, and think that the classification we have used may shed some light. Even so, it's the functionality that is really important, so use this table to focus on functionality.
| Campaign details on PC or Server | Normal mode for preview dialing | Predial | Overdial | Chance of abandoned calls | |
|---|---|---|---|---|---|
| Predictive Dialing | Server | None | Optional | Yes | Yes |
| Power Dialing | Server | None | Optional | Yes | Yes |
| Progressive Dialing | Server | None | Yes | No | Yes |
| Auto Preview | PC sometimes downloaded from Server | Closed | No | No | No |
| Simple Preview | PC sometimes downloaded from Server | Open | No | No | No |
| Manual Dialing | Open or Closed | No | No | No | |
| Cookbook | Server or PC | None | Optional | Optional | Yes |
Notes
- All dialing methods include the option to provide unlimited preview, or what Oceanic® calls open preview dialing, to some agents. See why and how in Preview Dialing. And see definitions of respective dialing methods for understanding of their normal preview modes, as shown above.
- Not everyone will be happy with the idea that predial is seen as an optional add-on for predictive and power dialing, but the main point of these dialing methods is the advantage that an overdial capability brings. Except possibly at very high levels of live calls, the advantage of overdial will always outweigh any benefit brought by predial. The benefits to be derived from predial, in a world of fast network setup are in any case limited, under all dialing methods and conditions. See especially Sober Thoughts On Predial.
Warning
You'll find many products in the market described as predictive or power dialers, which, in essence, function as auto preview dialers, with or without a predial capability, but with no overdial capability. So before selecting your choice of dialing method, be sure you are choosing the one with the options you want, otherwise use the Cookbook.