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The Call Center and its Cloud-Based Auto Dialers

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April 01, 2013

The Call Center and its Cloud-Based Auto Dialers

By Ashley Caputo, TMCnet Web Editor

Not only do auto and predictive dialers eliminate wasted time and effort; they also help call centers have successful customer service experiences and lower the number of calls that are dropped.

Now, with cloud-based auto dialer solutions, these organizations can reap even more benefits. Consider below the perks of the cloud, in auto and predictive dialers.

Less IT

Any type of cloud-based solution eliminates the need for any type of hardware or infrastructure requirement, as all the action now takes place in the cloud. Without such products in the office, there’s less space dedicated to these materials, leaving IT with fewer machines to manage and update.

This takes the burden off IT teams while giving them more time to focus on other areas of the call center that need tending to.

Increased Marketing efforts

Auto dialer solutions are used by businesses looking to expand their marketing reach to a larger audience at a lesser cost. This type of software can operate by itself so that businesses don’t have to spend money on a live representative wasting their time on unanswered or dropped calls. It also has the ability to automatically follow up on Internet leads, allowing call centers to extend their marketing reach to the digital world.

Mobile dialers, a new solution to enter the market, have the ability to send automated SMS messages to groups of customer simultaneously, and, depending on the response, a representative will contact them.

Expanded Reach

SpitFire, a provider of call center customer solutions, has developed the SpitFire Enterprise Predictive Dialer, which has the ability to quickly and automatically place outbound calls and connect the answered calls to available agents. By monitoring the call center volume and the time spent on each call, the software can adjust its dial rate to minimize the time agents spend between a conversation and the callers’ hold time.

The ‘Quick Connect’ feature allows call center agents to manually increase or decrease the amount of inbound and outbound calls, which can ultimately increase productivity every day. To understand exactly how a predictive dialer will work in call center, users can see SpitFire’s live 30-minute demonstration here.

All in all, cloud-based auto dialers are designed to increase productivity levels within a call center.

Edited by Braden Becker

Technology Marketing Corporation

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