In addition to initiating phone calls, predictive dialer technologies
provide the ability to record outcomes from telephone contacts.
Examples of such outcomes include the following:
- Customer interested; but call time inappropriate
- Customer purchased product or service
- Customer not interested in product or service
- Customer requires product literature via mail
- Customer requires details from subject area expert
- Customer asked to be removed from call list
Call outcome data is important for evaluating the success of calling
campaigns. The information helps a business formulate and refine
calling strategies and tactics. Call outcome data can also be combined with
call data such as:
- Identify of the call centre agent
- Time that call was initiated (i.e. day of week, time of day)
- Length of the call (talk time, wait time)
