Dialler Call Centre

Daktela uses a drag and drop system for creating call scripts for outbound call campaigns. You can create your own call script items i.e radio buttons etc and then drag them to the right place in the call script.

You can choose different dialing methods for each campaign. These include preview (manual), progressive, or predictive dialing. You can also change these during the campaign if required to maximise performance.

Importing and exporting of campaign data is available via XLS, CSV or API. Using a variety of filters, it is possible to export whole call scripts or only the items you want. Daktela also highlights any duplicates found during data import.

Using predefined filters, we can bulk download any outbound campaign’s call recordings needed. All call recording downloads are via the web interface to a ZIP file or there is access via FTPS.

All activities completed within individual campaigns are recorded. This allows you to create a complete history of the campaign performance. These records provide data on who imported any lists and when the number was dialed or changed. You can also get snapshots on performance at any time.

All outbound calls can be monitored live by supervisors as required. Call recordings can also be reviewed later to ensure call quality. These recordings are retrieved and played directly in the web interface.

The Preview (manual) dialing option allows agents to start calls manually. They do this by clicking the call button, having first reviewed the information in the customer’s contact form. After the call finishes, the agent inputs the appropriate call outcome and closes the customer form.

With progressive dialing, Daktela will display a customer contact form for a pre-defined period of time allowing the agent to check it. Once this time has expired, the system calls the contact. In case of no answer, the system closes the call and retrieves another form. In the case of successful call, the agent then completes and closes the call as normal.

With our predictive dialer software you can achieve a high level of customer contact. Using our solution helps maximise agent utilisation and cost efficiency in the contact centre. The system is set up to call a list of telephone numbers. It screens out all unproductive calls to ensure it only connects a waiting agent to a live customer.

Dakatela provides you the ability to make agent-less outbound calls to targeted customers. This is a special outbound campaign designed to automatically make outbound calls, without the need for any human involvement. When our Robocaller connects with a customer you have a range of options available to you. You can play a prerecorded personalised message to provide information or complete a customer survey. You can even turn the outbound call into an inbound one if the customer wants. As no Agents are involved the service can operate 24/7 if desired.