August 12, 2014
Home Remodeling Businesses Benefit from Predictive Dialer, Call Recording
By Casey Houser
A software developer that makes contact center solutions for the cloud announced this week the news of reduced call back times and increased conversion rates for one of its clients.
Five9 (News - Alert) is that developer, and it has been working with RJR technology, a software development firm that concentrates on the home remodeling market. RJR has its own software that can handle customer relationship management, titled LeadPerfection, and that software can help home remodeling businesses develop their interactions with customers throughout the lifecycle of their relationships together. In addition to its ability to manage leads and develop relationships, however, RJR recognized the need for an outbound dialing product that could positively affect its customers call back numbers.
It began working with the Five9 predictive dialer to allow its contractors to make outbound calls, the official Five9 announcement states. And through the use of that dialer, RJR estimated that home remodelers were able to improve the metrics associated with calling statistics. RJR predicted that remodelers were able to increased conversion rates by more than 10 percent, gain the ability to call back leads developed through the Internet in as few as 25 seconds, and improved training of call center employees by using Five9 monitoring and recording capabilities.
That last part of the deal is perhaps the most important to the future of a business. Employee training is recognized as a multifaceted endeavor, and neither managers nor call center agents should take it lightly. The use of recording equipment can be useful especially for the continued training of experience agents because managers can play back entire sessions and point out to employees where they made mistakes or where they succeeded. Employees who can hear their own voices will be better able to associate that they were the ones committing errors or completing tasks correctly, and training will become personal as a result.
By using all aspects of modern call center software, managers can help their businesses run more efficiently and cost-effectively by responding to customers in the proper ways and making sure their experiences are top-notch.
Edited by Adam Brandt