Proactive Customer Engagement

Build calling lists quickly and simply

With Qology’s proactive customer engagement solutions it is incredibly easy to build or import lists of contacts that you would like to reach out to.

Import from text files – load lists manually from text or CSV files exported from your back office, CRM or billing systems or manually created, for example in Excel.
Abandoned calls – capture the numbers of callers abandoning during busy periods and call them back when agents are available – great for sales environments where missed calls equate to lost revenue.
Previous callback requests – reconnect with successful or unsuccessful

Flexible dialling methods

Choose when proactive outbound calls are made based on various settings, including:

Blended – for queues or groups of agents that also handle inbound calls, dial out when queues are empty and agents are available.
Outbound Only – for queues or groups of agents dedicated to handling customers who have accepted proactive outbound calls.
Calling Zones – set up times when proactive customer callbacks should and should not be made based on agent shift patterns and the hours most convenient for customers to take your call.

No agent training required and no increase in talk time

With Qology’s callback solutions, calls arrive to agents just like normal inbound calls and only after the caller has confirmed that they are back on the line and ready to speak with an advisor.

As a result, agents need no additional training as a result of the solution being deployed, CTI-based screenpops continue to function as normal and handling time is not increased allowing peaks in demand to be overcome more quickly than with callback solutions that leave the dialing to agents.