Predictive dialers have grown in popularity for their ability to increase agent efficiency by eliminating dead time between calls.
With a predictive dialer, agents never receive non-productive calls and are only connected once a live caller is on the line.
This increased efficiency, coupled with the advanced features offered by OPC Marketing's SpitFire Predictive Brand, packs a punch and offers not only automation and productivity, but also call back, call routing
, call blending and text to speech functionality that further improves agent capabilities and caller interactions.
SpitFire Predictive Dialer Call Routing makes it possible to match agents who are skilled in a specific area with customer call records. Combining this with the advantages offered by a predictive dialer; agent and customer interactions are more pleasant. Also, SpitFire Predictive Dialer Call Routing makes it possible to have the same agent call back customers, without the need to repeat information to a new agent—which can unnecessarily lengthen call.
Another enhanced functionality offered by the Spitfire Predictive Call Blending. With this, the interaction process is better streamlined and as a result, contact center productivity is maximized along with customer satisfaction rates.
Blending capabilities also make it easy for agents to switch between inbound and outbound tasks, so that idle time is eliminated and agents are being used more efficiently.
Also, SpitFire Predictive Dialer Text-to-speech makes it possible to use text to speech to offer information from within business systems. This functionality added to the predictive dialer automates the delivery of information and is particularly beneficial with outbound customer service calls.
For more, check out OPC Marketing's Predictive Dialer Channel on TMCnet.
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Stefania Viscusi is an established writer and avid reader. To see more of her articles, please visit Stefania Viscusi’s columnist page.