Types of campaigns

The Auto Dialer system allows businesses to create automated calling campaigns to customers in large data sets, suitable for continuous high-frequency calling needs.

Benefits of using auto-dialing campaigns

Save time, improve call center efficiency

Easily create scripts and optimize customer segmentation

Easily track campaign results

Easily allocate customer lists to staff proactively

Staff can easily operate, saving time on data entry

Can proactively set up automatic callback operations

Comparison of campaign types

Campaign types	Concept	Use case
Manual	Agent manually dials the customer	Businesses want agents to proactively receive customers and have ample time to review customer information.
Preview	Agent has time to preview customer information before the system routes the call.	Businesses want to optimize the time agents spend reviewing customer information and control the number of calls.
Progressive	Agent receives continuous calls when ready to participate in the campaign.	Businesses want to increase campaign capacity while ensuring that agents are always available to engage with customers.
Predictive	The system automatically dials multiple customers at the same time, and the call is routed to the agent only when a customer answers.	Businesses want to maximize campaign capacity (accepting cases where customers may not be reached).
Auto Call	The system runs campaigns according to pre-configured scripts.	Businesses want to run advertising campaigns, customer care campaigns, or post-sale support campaigns.
Auto Call Back	The system automatically calls back customers who dialed into the call center and missed the call (customers who pressed the key to request a callback).	Businesses want to optimize customer care and seek potential leads.

Steps to connect the agent and the customer during a campaign

Campaign types	Connection Steps
Manual	Step 1: The agent clicks to receive the customer and views the customer's information. Step 2: The agent proactively clicks to make the call and notes down the information. Step 3: The agent ends the call and completes the information notes. Step 4: The agent repeats Step 1 to receive and call the next customer.
Preview	Step 1: The system displays the new customer's information. Step 2: When the reading time expires, the system routes the call to the agent. Step 3: The agent presses to answer, and the system initiates the outbound call to the customer. Step 4: After the call ends, the system repeats Step 1 with a new customer.
Progressive	Step 1: The system calls the agent (without displaying the customer’s information). Step 2: The agent presses to answer, and the system makes the outbound call to the customer and connects the call. Step 3: After the call ends, the system repeats Step 1.
Predictive	Step 1: The system calls multiple customers at the same time. Step 2: When a customer answers, the call is routed to the agent, who presses to answer and communicates with the customer. Note: When there is no available agent to take the call after the customer has answered, the customer will hear hold music. The system allows for the configuration of a missed call ratio, with the purpose of calculating the number of simultaneous calls and minimizing the number of customers who answer but are not picked up by an agent (when agents are busy with other calls during peak times).
Auto Call	Depending on the purpose, businesses configure the process according to operational scenarios. Common connection steps for typical operations are as follows: Automated notifications (billing, payment deadlines): The system simultaneously calls multiple customers to deliver notifications based on the scenario. Automated surveys (rating, feedback collection): The system simultaneously calls multiple customers, plays a notification, and records survey key inputs. Product introduction: The system simultaneously calls multiple customers, plays a notification, records key inputs, and routes the calls to the queue/agent based on the scenario.
Auto Call Back	Step 1: When there is a customer in the Auto Call Back campaign and an available agent, the system calls the agent first. Step 2: The agent answers the call, the system pops up the callback form for the specific customer, and the system then makes the outbound call to that customer. Note: Whenever there is a customer in the callback campaign, the system will execute the callback. Callback calls are prioritized higher than regular calls. Customers added to the campaign earlier will be called first.