Outbound Dialing Agent

Amplify5 UK Ltd; Wes-Kaap; On-site; ZAR 89,000 - 156,000; Full time

Job summary

Amplify5 UK Ltd is seeking an Outbound Dialing Agent to join the Help Desk / Business Support team. You will conduct high-volume outbound calls, follow scripts, ask qualifying questions, and capture call details for transfer or follow-up.

The role emphasizes data accuracy, quality, and achieving campaign targets in a fast-paced environment.

Qualifications

• Clear and professional verbal communication is essential.
• Ability to follow a script while maintaining natural conversation.
• Accurate data capture and high attention to detail.

Responsibilities

• Place a high volume of outbound calls using the Five9 dialing platform.
• Engage prospects professionally and follow campaign scripts.
• Ask qualifying questions and record responses in the system.
• Identify interested prospects and route transfers per process.
• Maintain data accuracy and comply with quality standards.
• Meet daily dialing targets and adhere to schedules.

Skills

Verbal communication

Telephone etiquette

Active listening

Script adherence

Data capture accuracy

Resilience in high-volume calls

Education

Matric / Grade 12

Customer service training

Tools

Five9

Job description

Outbound Dialing Agent

Department: Help Desk / Business Support

Reports To: TBC

Role Level: Coordinator / Lead

Employment Type: Permanent

Role Purpose

The Outbound Dialing Agent is responsible for conducting high-volume outbound calls to prospective customers or leads in line with defined campaign requirements. The role requires agents to engage prospects professionally, follow approved scripts and talk tracks, ask relevant qualifying questions, accurately capture call information, and identify prospects who meet the criteria for further engagement or transfer. Success in this role is measured through productivity, call quality, data accuracy, script adherence, and achievement of campaign performance targets.

Key Responsibilities

1. Outbound Calling and Prospect Engagement

• Place a high volume of outbound calls using the Five9 dialing platform.
• Engage prospects in a professional, confident, and positive manner.
• Follow the approved campaign script and talk track consistently.
• Clearly communicate the purpose of the call.
• Ask the required qualifying questions in accordance with campaign guidelines.
• Answer basic prospect questions within the agreed scope of the campaign.
• Identify interested or qualifying prospects and route or transfer them according to the required process.

2. Call Handling and Qualification

• Listen actively and respond appropriately to prospect queries.
• Use appropriate probing questions were permitted by the campaign.
• Accurately determine prospect interest or qualification against defined criteria.
• Ensure transfers are completed only when the required qualification criteria have been met.
• Maintain professionalism when handling objections, rejection, or difficult conversations.

3. CRM and Data Accuracy

• Accurately record responses and relevant call notes in the Five9 comment field.
• Apply the correct disposition to every call.
• Capture information accurately, completely, and immediately after each interaction.
• Maintain high standards of data integrity and confidentiality.

4. Performance and Productivity

• Meet or exceed daily outbound dialing targets.
• Achieve required talk time, contact, qualification, and transfer expectations.
• Meet quality, attendance, punctuality, and schedule-adherence standards.
• Maintain accurate call dispositions and data capture.
• Work consistently towards campaign-specific conversion or transfer targets, where applicable.

5. Quality and Compliance

• Follow approved scripts, talk tracks, campaign processes, and quality standards.
• Comply with applicable data privacy, information security, and client requirements.
• Maintain accurate and professional communication on every call.
• Participate in quality reviews, coaching sessions, campaign briefings, and refresher training.

6. Coaching and Continuous Improvement

• Receive and apply feedback from Team Leaders, Supervisors, and Quality Assurance.
• Demonstrate measurable improvement following coaching interventions.
• Maintain current knowledge of campaign requirements, qualifying criteria, and call processes

Minimum Requirements

Experience

• Previous experience in outbound calling, telemarketing, lead generation, sales, or a contact centre environment is preferred.
• Experience in a high-volume outbound environment is advantageous.
• Experience using Five9 or another contact centre dialing platform is advantageous.

Education

• Matric / Grade 12 or equivalent qualification is preferred.
• Relevant contact centre, customer service, or sales training is advantageous.

Required Skills and Competencies

• Clear and professional verbal communication and telephone etiquette.
• Confident conversational ability and active listening skills.
• Ability to follow a script while maintaining a natural conversational style.
• Basic objection handling, questioning, and information-gathering skills.
• Accurate data capture and strong attention to detail.
• Comfort working in a fast-paced, highly metrics-driven environment.
• Resilience, reliability, punctuality, and motivation during repetitive high-volume calling.
• Coachability, accountability, and the ability to work effectively within a team.