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Businesses Becoming More Productive by Using Predictive Dialer

TMCnews Featured Article

February 02, 2011

Businesses Becoming More Productive by Using Predictive Dialer

By Jamie Epstein, TMCnet Web Editor

Business strategies hinge on customer-centricity, which is defined as when a company cares more about the needs and behaviors of its customers, rather than short-term profits. Every step a company takes, they must constantly be thinking about customer satisfaction and value.

Customer-centric thinking doesn’t just benefit the customer, but the business as well. In fragile economic times where customer confidence has dropped, professionals look to increase their market share by satisfying the customers in their community.

What customers want takes precedence above all else. A recent Harvard Business Review showed that a completely satisfied customer is six times more likely to re-buy a product than a customer who is simply satisfied. The cost of attracting a new customer has been found to be over six times higher than the cost of retaining a current one.

Safe Soft Solutions recently discussed that a predictive dialer helps to aid contact center agents in focusing on client communication and service. Customer service representatives and telesales personnel are trained purely to expand customer knowledge base. Outbound calling is one of the most crucial steps in this process.

Outbound dialing technology has many types but the underlying goal is always to increase “talk time.” A predictive dialer works through eliminating manual dialing, which often yields fax numbers, disconnected numbers, busy numbers, or points the customer directly to a voicemail. Considered the most efficient dialing technology currently available, a predictive dialer can help to inform you when your reps will be available to handle a customer call, and then works to produce one.

Typically this means that multiple calls are simultaneously taking place, to keep reps talking. Because the Predictive Dialer system transfers only customer calls that have live people on the other end, company staff will spend less time trying to connect, and more time collecting the desired information.

Jamie Epstein is a TMCnet Web Editor. Previously she interned at News 12 Long Island as a reporter's assistant. After working as an administrative assistant for a year, she joined TMC (News - Alert) as a Web editor for TMCnet. Jamie grew up on the North Shore of Long Island and holds a bachelor's degree in mass communication with a concentration in broadcasting from Five Towns College. To read more of her articles, please visit her columnist page.

Edited by Tammy Wolf

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