Preview Dialing

overview preview dialing is an outbound dialing mode where the system presents an agent with customer information before the call is placed this allows the agent to "preview" the case and prepare for the conversation before the call is initiated (automatically by the dialer, or manully by the agent) how it works the dialer pushes a customer record to an available agent's screen the agent reviews the information for a configurable period (the preview timeout) after reviewing, the agent can either manually clicks on a button to dial the number or wait for the timer to complete and autodialer to initiate the call prerequisites an outbound voice campaign must be created a lead list must be uploaded to the campaign configuration steps set dialing mode and timeout location supervisor > manage > \[outbound campaign name] > general configuration action on the supervisor interface, select preview from the dialing mode dropdown menu available on the dialer settings page (in an set the preview timeout in seconds this is the maximum time an agent has to review the lead set the preview timeout action choose dispo (agent can set a disposition without dialing) or skip (system moves to the next lead) optionally, check auto dial on preview and set the auto dial timeout to have the system automatically dial after a certain period use cases complex sales (b2b) sales agents review a prospect's company details and previous interactions before making a consultative call debt collection a collections agent reviews a debtor's payment history and notes before initiating a call benefits improved agent preparation agents are better prepared for each call, leading to more meaningful and successful conversations increased conversion rates a well prepared agent can better address customer needs and handle objections enhanced customer experience the agent's familiarity with the customer's context leads to a more personalized and professional interaction limitations this mode offers lower agent productivity in terms of call volume compared to other automated dialing modes