ContactWorld Connect uses two different types of dialing modes:
- Preview. Using a Dial List in Preview mode, the agent can preview the details of their next assigned customer in their Dial List. The agent decides when to make the call or even to skip the customer and go to the next name on their list. Preview mode is ideal for more complex calls where research is required between calls to increase the chances of success and customer satisfaction.
- Automatic. Using a Dial List in Automatic mode, the agent cannot determine when the next call is made. As soon as the agent is ready for the first call, or on completing the previous call, the dialer automatically dials the next number on the list. Automatic mode removes the wait time between calls and is ideal where the calls are very similar in nature.