Good Dialing Practices

In developing this unique product we have spent considerable time working with national direct marketing associations to set standards for the Dialing Rules that are required to regulate nuisance and abandoned calls, when predictive, power or progressive dialing is undertaken. Those familiar with the growth of the outbound dialing industry will be aware of the excesses that have occurred in the past.

There are still excesses today, but in our experience they are on the decline. Nevertheless if you do want to run campaigns using dialing rules outside the limits set in Oceanic®, and you have good reasons for doing so, then tell us why your local direct marketing association is happy to approve such practices, and we will make an exception for you.

If you don't want to generate any abandoned calls at all, then you can use Oceanic® to determine what kinds of talk and wait times can be achieved using methods that don't generate abandoned calls e.g. Auto Preview

If you don't think that acceptable productivity can be achieved unless you generate high levels of abandoned calls, then you probably haven't used Oceanic® in earnest yet. If you have, and Oceanic® gives performance that is streets ahead of what you are getting in practice, you may want to rethink how your dialing is being done.

Sytel is strongly in favor of measures to reduce abandoned calls and other nuisance practices, and has put considerable efforts into developing its own predictive dialing algorithms so that call centers can marry good dialing performance with low levels of abandoned calls. For further information, contact Sytel.

We are also in favor of Do Not Call (DNC) lists and telephone preference schemes (TPS), that allow consumers to have their numbers struck from calling lists. We would like to see these given much more encouragement, and believe it would give the outbound industry a real boost, in that it would only be calling people who, at worst were benign, and at best enthusiastic.