Contact Center Agent Quick Reference Card: Predictive Dialing

1. Contact Center Agent Quick Reference Card: Predictive Dialing Contact Center SoundBite 1 Agents log into SoundBite UI and gets connected to the system over the phone. 2 SoundBite will: • Call your customers. • Connect your contact center agents to anyone who answers the phone. • Leave answering machine messages and a callback number. • Adjust pacing to ensure minimal wait times between calls while maintaining an acceptable abandon call rate.. If a Live Party is detected, the agent will receive a screen pop and the call simultaneously. SoundBite dials customer and performs a quick answering machine detection. 4 3 • Agent will: • Login to SoundBite Agent Voice Portal • Will be connected to SoundBite when SoundBIte calls the agent to establish a physical phone connection • 3. Press ‘Resume’ to go into an available status • SoundBite will start launching outbound calls to consumers • Upon connecting to a live party, the agent will receive a screen pop of account information and also hear a ‘ding’ in their ear letting them know a call has connected. • Agents should start their talk-off with “Hello, may I please speak with <CONSUMER NAME> (as presented on screen pop) • When the agent has finished their call they can click ‘release call’ to disconnect the debtor, choose ‘Next Call’ to become available for the next call, or select a disposition code and click ‘Complete Call’ to become available for the next call. (Agents either will have disposition codes or will not based on setup) • ** If the consumer hangs before the agent releases the call or selects the disposition code, the agent will go into ‘After Call Work’ Customer • Customer will: • Receive a SoundBite call. • Say ‘Hello’. • Connect to a waiting agent. Customer answers phone and simply says ‘Hello’. • IMPORTANT • SoundBite stays on the line to: • Determine when the agent will become available; • Measure talk times in order to predict how many calls to place; • Capture how the call is terminated. • REMEMBER: Once you have established your connection to SoundBite – do not physically hang up your phone. Click ‘Sign-out’ (top right) when you have completed your session.