Preview Dialing
Preview Dialing is a call center method where agents can review customer information before making a call. Unlike automatic dialing systems that immediately connect calls, preview dialing gives agents time to prepare, read notes, and understand the customer's history. This approach is commonly used in situations requiring personalized conversations, such as sales follow-ups, debt collection, or complex customer service issues. Other names for this include "preview dialer" or "preview mode dialing." It's one type of outbound dialing system, alongside predictive dialing and progressive dialing.
Examples in Resumes
Managed outbound sales team using Preview Dialing system to improve call quality
Increased customer contact rates by 25% through effective use of Preview Dialer technology
Trained new agents on Preview Mode Dialing techniques for high-value customer accounts
Typical job title: "Call Center Agents"
Also try searching for:
Where to Find Call Center Agents
Professional Networks
Industry Resources
Example Interview Questions
Senior Level Questions
Q: How would you train a team to effectively use preview dialing for complex customer interactions?
Expected Answer: Answer should include creating preparation checklists, teaching time management for review periods, and methods for using customer history effectively before calls.
Q: How do you measure the success of a preview dialing campaign versus other dialing methods?
Expected Answer: Should discuss metrics like contact rates, conversion rates, call quality scores, and how to balance agent preparation time with call volume requirements.
Mid Level Questions
Q: What types of campaigns are best suited for preview dialing?
Expected Answer: Should mention high-value customer calls, complex sales situations, collections calls requiring account review, and any scenarios where preparation improves call outcomes.
Q: How do you manage preview time efficiency while maintaining call quality?
Expected Answer: Should explain setting appropriate preview time limits, prioritizing important information, and balancing preparation with productivity goals.
Junior Level Questions
Q: What is the difference between preview dialing and automatic dialing?
Expected Answer: Should explain that preview dialing allows agents to review customer information before the call, while automatic dialing connects calls immediately without preparation time.
Q: What information should you look for during the preview period?
Expected Answer: Should mention customer history, previous interactions, account status, and any notes that could help personalize the conversation.
Experience Level Indicators
Junior (0-1 years)
- Basic customer service skills
- Understanding of preview dialing system
- Basic data entry and CRM usage
- Following call scripts and procedures
Mid (1-3 years)
- Efficient time management during preview period
- Advanced customer handling
- Campaign performance tracking
- Multiple system navigation while on calls
Senior (3+ years)
- Team leadership and training
- Campaign strategy development
- Performance optimization
- Complex customer interaction management
Red Flags to Watch For
- Inability to manage time during preview period
- Poor documentation practices in customer records
- Resistance to following call compliance guidelines
- Lack of basic customer service skills
- Unable to handle multiple software systems
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