FAQ

An auto dialler  is designed to make calls automatically and connect you or your agents to the client as quickly as possible.  The dialler will skip no answers, busy calls, disconnect numbers and even skip over voice mails, optionally leaving a personalised message.  It does this by using call progress analysis and machine learning. Power, progressive, predictive diallers are just modes or settings on how hard and fast the dialler will call and connect to your customer.  In simple terms, predictive is the fastest.   One important factor is how many lines a dialler can use to dial your customers.  More lines is better, and for optimal speed control PowerCall AI supports fractional lines like 2.5 lines for each agent from the shared pool of lines.

The key to contacting prospects or customers quickly is how many telephone lines can be called at the same time from the shared pool of lines. By using fractional lines, like 2.25 lines or 3.5 lines for each user/agent, the PowerCall AI supports much more granular control on the dialler speed. For example if 3 agents needed a call, a setting of 2.5 lines per agent would mean the dialler could use up to 7 lines to dial.  These are 7 pooled lines available for use by any and all agents.  Pooled lines and fractional control offer the best way to control the dialler.

Dedicated lines agent lines are simply not the best option.

Prospects are called and when a person (human) answers, then a pre-recorded message is played.

This message sometimes is purely information, and sometimes requires input from the prospect – perhaps “Press 1 if this is Fred Smith?“.

This may be needed for privacy for example so that a message is only delivered to the correct person.  Alternatively, the call may simply connect to an agent now that the person has acknowledged the call.

An auto dialler is the most useful when there are a significant number of calls to be made.

However, even when making a modest number of calls, a dialler offers the benefits of making the call easier, tracking who/what made the call, scheduling calls backs and managing the dialling list.

PowerCall AI supports manual click to call dialling, preview dialling as well as Power and Predictive modes.  This allows agents to use the same consistent platform for all the calling needed, outbound and inbound.

Blending is automatically mixing outbound calls with inbound calls.

If you have even a modest number of inbound calls, blending ensures your team is working the most efficiently.  A blended mode agent will be taking outbound calls until an inbound calls is received. The agent will automatically be switched to inbound to service the call.  Once all inbound calls are clear, the agent automatically returns to outbound calls.

Blending is recommended if you have regular outbound calls and some or regular inbound calls that are agent handled.

Unlimited inbound calls are included.  Unlimited outbound national calls are included.  Mobile call minute packs can be purchased or you can opt for Pay As You Go.

Outgoing SMS messages are charged per message unit.

Included with all our plans:
We provide you with a PowerCall AI System, ongoing Training, ongoing support, customisation.  System monitoring and backup services are also included.