Proactive outbound calling, when done appropriately and within regulatory guidelines can make a significant contribution to business performance.

Although most outbound activity (86%) is for the purposes of making a sale, either to an existing or potential customer (according to research carried out by ContactBabel on behalf of Affiniti), it can also enhance customer service, and potentially reduce customer in-bound calls.

Affiniti has a wide range of automated dialling solutions that can help organisations take a proactive approach to customer contact and help deliver productivity increases, which can be up to 300%.

Dixon Motors is a great example where Affiniti’s automated predictive dialling technology is used to remind customers of their upcoming vehicle MOT appointments. This is a proactive service that customers appreciate, but it also avoids the waste of missed appointments and improves efficiency.

Affiniti is also delivering solutions based on mobile SMS technology. This is a great proactive channel which can deliver customer service applications such as reminders, notifications and customer specific information. It is fully integrated into the contact centre and provides a very efficient, powerful and sometimes more convenient alternative method of contacting customers.