A predictive dialer is an important tool for companies for its ability to automate the total outbound dialing process.
Because a predictive dialer automatically places outbound calls and delivers answered calls to agents, they are especially important for achieving efficiency in the call center.
With a fully loaded predictive dialer like OPC Marketing's SpitFire Predictive Dialer, it's possible to have a host of feature like routing
calls based on agent skills, as well as the ability to better manage calls and make use of text-to-speech technology to increase functionality and efficiency.
With skills-based routing, companies are able match agents to phone calls based on their skills, so callers receive help that is targeted to their needs, and helps get them to a resolution sooner and more stress-free.
SpitFire Predictive Dialer also includes a Callback feature for private callbacks to customers. With this function, agent's setup a specific time and date to have the predictive dialer callback the customer. When this occurs, the call is routed to the agent that set the callback--- saving time and aggravation for callers and freeing the agents to work on the issue at hand.
To better handle callbacks, SpitFire Predictive Dialer also has a callback manager option. With this feature, a supervisor is able to delete and reassign callbacks as well as see any callbacks that have not been completed. This helps to better manage agents as well as boosts productivity and ensures improved customer satisfaction levels.
To improve interactions with callers, SpitFire Predictive Dialer's Call Blending functionality makes it possible to integrate the dialer with other applications so companies can move agents between inbound and outbound tasks and there is no idle time.
SpitFire Predictive Dialer also includes text-to-speech (TTS) capabilities that improve outbound campaigns with the ability to synthesize information from business systems into speech that can be played for customers.
Making use of a predictive dialer that’s jam-packed with features like SpitFire Predictive Dialer has to offer, helps companies to improve productivity and efficiency as well as improves customer satisfaction levels, and the chance that callers will do business with the company again.
For more, be sure to check out the 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.
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