TERRA-106DIALLive
It calls back. On their clock.
The outbound queue: it works through a list inside each customer's working day, keeps every callback that was promised, and knows when to stop.
A customer in Chennai said "call me tomorrow at eleven". The desk calls at eleven in Chennai, not in Dubai. No answer? It tries twice more, then again the next morning, then marks the contact as not working and asks someone on your team to decide.
Inside TERRA-106 DIAL
8 capabilities, one number each.
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A queue that runs itself
It checks the list every twenty seconds and dials one line at a time, with a pause between calls.
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Their working day
It only rings during business hours where the customer is, worked out from their address or, failing that, their phone number.
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A retry ladder
No answer? Out of the box it tries again ten minutes later and ten minutes after that, then at nine the next morning their time, and once more an hour later. After that the lead moves to Contact not working.
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Callbacks at the hour they named
"Call me Thursday at three" becomes a callback at three their time, and a callback promised without a time defaults to ten in the morning.
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Queue control on the board
Call next, call off or move to the front, and the reason the agent won't ring a lead, shown on the lead's card.
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A carrier fault is not a no-answer
A call the network couldn't place doesn't count as an attempt, and after three in a row your team is told.
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The first word, in their language
A call opens in the language of the country it rings, by a rule you set: Portuguese in Angola, Spanish in Argentina, Russian in Kazakhstan. A customer's card can name its own, one card or a whole selection at once, and the colleague who speaks it makes the call.
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A ladder you set yourself
How many calls on the first day, how many on the next, and the wait between them are set in the column's head for every lead in it. Save, and the calls already planned move to the new rule.
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