Outbound Dialer Testing

Tough Legislation Mandates

The Federal Trade Commission (FTC) and Federal Communications Commission (FCC) legislation revisions now severely clamp down on abandoned calls and instances where the consumer answers the phone and hears dead air (silence) – the telemarketer has already abandoned the call or cannot find an agent for the call. The call needs to be answered by a live agent within two seconds from the calling party’s greeting. In addition, the FTC and FCC mandate that the telemarketers are required to give consumers ample time to answer the phone by allowing it to ring for fifteen seconds or four rings.

The safe habour provision states that if the call cannot be connected to an agent within two seconds from the end of the called party’s greeting, a message should be played stating the name and telephone number of the seller on whose behalf the call was made. According to the Direct Marketing Association (DMA), calls that were routed to an agent after two seconds, even if a recording is played is still considered abandoned. The Cyara Outbound Dialer Testing solution can ensure you comply with these mandates without impacting your customers.

Cyara Ensures Compliance

The Cyara Outbound Dialer Testing solution can help you ensure that your outbound dialer is compliant with the FTC, FCC and DMA legislations.

Optimise without compromise

Predictive dialers are designed to be efficient by dialing customers based upon predicted agent availability and how clean the calling list is. i.e. correct numbers of consumers are recorded in the calling list, no answering machines, faxes or out-of-date numbers exist in it. Outbound dialer administrators can usually control the 'dial rate' i.e. how many calls are made by the predictive dialer. If too many calls are dialed the consumer may hear dead air or the call gets abandoned. If less calls are dialed then there are multiple agents ready and waiting for the call making the contact centre less efficient. The automated Cyara Outbound Dialer Testing solution can help you optimise your Contact Centre without compromising your customer experience and agent efficiency.

Cyara can optimise your dialer without affecting real customers or your agents

The recent FCC, FTC and DMA legislations have meant that many outbound dialers are not working at optimum efficiency in order to avoid breaking the law and attract severe penalties. The Cyara outbound testing solution solves this issue. It allows you to optimise the predictiveness of your dialer without breaching legislation and affecting your live customers.

How Does it work?

Cyara Cruncher in 'Inbound' mode is able to receive calls from your Contact Centre's outbound dialer and can emulate a real customer, answering machine, fax machine or even send busy tone or ring outs. Cyara provides you with a number range to dial and configure an associated call flow for each consumer. Even live consumer utterances can be played back to emulate and test different customer ascents and audio. Cyara can even play appropriate background audio to create realistic consumer environments.

When Cyara Cruncher receives the calls it measures all the necessary information required to ensure compliance such as ringing time, time to answer and agent greeting time. The Cruncher campaigns and call flows allow you to create dirty calling lists by creating multiple customer profiles which allow you to emulate customers who have their answering machine turned on, are on the phone (busy) or have a fax machine connected to their number.

The powerful Cyara reporting solution quickly identifies and highlights issues. Listen to the built-in call recording to understand your customer experience and tune your dialer to ensure compliance.

Cyara also automates your agent activity

When the outbound dialer connects the call to the agent, the Cyara CCM solution can also automate the agent activity. Perform end-to-end testing of your outbound contact solution.

Use Cyara to train your outbound agents

The Cyara Outbound Dialer testing solution can be configured to interact with the outbound agents just like a real customer. Use Cyara to train your outbound agents and deliver superior performance for your contact centre.

Conduct Automated Outbound Load Testing

Use Cyara to perform automated load testing of your dialer to ensure exemplary performance under load conditions.

Learn more about our outbound testing platform
or contact us today for an obligation free demo and trial: sales@cyarasolutions.com