Outbound CX — Teleperformance
Technical product owner · Conversion improved
The starting point
Outbound sales depended on turning contact lists into real conversations. Cautious dialing left agents idle; aggressive dialing could connect a customer before an agent was ready, producing abandoned or silent calls.
As technical product owner for outbound capabilities, I worked across VICIdial and Avaya POM. The problem sat in the whole operation: pacing, timing, available capacity and customer experience all affected conversion.
Improve the chance of reaching a customer with an agent ready.
What I did
- Analyzed unsuccessful calls I analyzed attempt duration, contact time, successful and unsuccessful outcomes, and the stage at which a call was lost. That exposed the trade-off between idle agents and customers connected with no agent to answer.
- Adjusted dialing to agent availability I adjusted predictive-dialing intensity against agent availability and campaign outcomes. The goal was to cut wasted capacity without making the experience worse for the people being called.
- Integrated call-timing recommendations I worked with a separate ML team. In one credit-card acquisition use case, customers’ chosen callback preferences and contact data pointed to more promising times to call. My role was to build that logic into outbound operations; I did not develop the models.
- Reviewed the agent workspace I also audited operations at four sites, gathered requirements and started a unified agent-workspace concept. Implementation began but was not finished before I moved to Orange.
The outcome
One outbound campaign improved sales conversion by approximately 3–5 percentage points. Dialer tuning also reduced agent idle time, although that reduction was not independently measured.
The uplift belongs to one campaign, not every outbound program. I coordinated assigned resources without line-management authority, and a separate team built the ML models.