CRM with calling for UK call-centre teams

Before an outbound call, Prospexe requires current clear results for both TPS and CTPS from a licensed screening workflow. Missing, expired or non-clear results block calling. Consent notes do not override that block.

Campaign calling windows use a named timezone and selected weekdays. The default is 09:00–20:00, Monday to Saturday, in Europe/London; an agency’s narrower calling hours also apply. These are product settings, not a statement of legally permitted calling hours. Your organisation must establish appropriate rules for its campaigns.

Parallel calling can produce more answers than an agent can take. Prospexe connects one winning answer; voicemail can win that slot. If another answered leg reaches the screening callback when no agent is available, the configured identity message gives a callback number before ending the call. This does not guarantee that every recipient hears a message or that silent calls cannot occur.

Automatic calling is stopped when answer telemetry is incomplete or the configured abandonment limit is reached. Parallel batches also require headroom for additional simultaneous answers. These internal controls do not establish a legally acceptable abandonment rate.

Ofcom’s January 2026 guidance says organisations should take steps to prevent silent and abandoned calls. Review dialler settings, staffing and actual recipient experience with your compliance adviser before live use. This explanation is not legal approval of a campaign.

• Ofcom: silent and abandoned calls (22 January 2026)

Agents can make a manual browser-headset call from the prospect record, save the outcome and capture the information the campaign needs. History and callbacks give the next authorised agent the context to continue.

Calling requires a configured provider, permissions, microphone access and a working headset. Inbound channels, captions and saved transcripts depend on the chosen setup and the agency's recording and retention rules.

• Browser calling and provider dependencies

Manual calling suits a review in which the agent opens the record and chooses when to call. Sequential Dial and Go previews each record with a countdown before automatically calling its best available number. Configured parallel calling can ring up to 10 lines, but the maximum is neither a recommendation nor a forecast of connected conversations.

Agents can pause or skip during the Dial and Go preview. Campaign eligibility rules, permissions and provider readiness apply before calling starts.

List quality and campaign policy need to be established independently of the dialling mode. Software controls do not remove responsibility for applicable screening, lawful contact use or the rules governing your particular calling activity.

• Calling and compliance questions

Record a prospect's requested callback with the conversation outcome and qualification information. Another authorised agent can use that history to continue the conversation.

The supervisor should review ownership, follow-up and the agreed reporting period within their permissions. Compare outcomes in the context of the brief rather than treating a call count as a complete performance assessment.

Separate client projects and role-dependent access support outsourced work across several briefs. Prospexe is designed around agency campaigns, rather than as a replacement for every general-purpose contact-centre platform.

• Agent and project reporting

CSV and XLSX mapping bring existing records into campaign-specific fields. Roles, outcome definitions and reporting scope let the agency organise each brief around its own delivery requirements.

The operator remains responsible for applicable UK calling and email rules, contact permissions, suppression processes and recording or transcript retention. Prospexe is not a UK-compliance certification, and a demonstration is not legal advice.

All product features, introductory training and ongoing support are included. Total users is the main cost driver and connected providers are paid directly. Out-of-hours support or large tasks may be chargeable by agreement. A demo enquiry does not start a trial or reserve a calendar slot.

• Commercial questions to confirm
• Request a workflow demonstration