When a business invests its resources into a product such as a predictive dialer, they want to be certain they’ll see its benefits, including increased efficiency and productivity among employees, lower costs, and most importantly a hefty return on investment (ROI).
When implementing this dialer, agents are now free from having to manually dial each and every number, and can instead turn to a click-to-dial process.
According to the Call Centre Helper, a dramatic improvement in agent efficiency is one the largest advantages any firm can see when first leveraging this technology with the ratio of the number of phone lines to agents ranging from 2:1 to 3:1. Complete with the ability to make a huge amount of calls simultaneously and eliminate busy signals – while leaving messages on voicemails automatically – the predictive dialer frees agents from wasting any more time waiting on a line that will ultimately never be answered by a live person.
“Customer service teams that do not use dialers can only achieve around 10-15 minutes talk time per hour. This is due to time wasted completing tasks such as dialing each and every phone number; manually dispositioning calls; listening to voicemails, busy tones and no-answer; leaving voicemails; and scheduling call-backs,” the article stated.
Another element key to the ongoing success of any contact center is keeping vital data up to date. A dialer can be leveraged to rapidly review this information in order to optimize potential leads without delay. It will also schedule a time and date to call back any number that ends in a voicemail picking up, a busy number or the call not being answered, driving a majority of the leads to be contacted in the shortest period of time possible – which in turn ramps up lead/sale conversion rates.
Next, keeping a company’s brand in tact throughout its sales strategy is incredibly important, as once an organization’s reputation has been tarnished, it’s virtually impossible to repair. Luckily, this dialer technology “smoothes out these inconsistencies and forces discipline onto the team by automating and imposing preset service level agreements which the agents cannot shortcut or fail to action.
The team individuals are handled fairly by the dialer, which simply actions what it has been configured to do.
Visibility into exactly which areas a call center needs to improve upon will help the environment continue to adapt to changing needs and expand in the long term. And with a predictive dialer free from complexity in place, supervisors and managers alike can see an abundance of detailed statistics in real time.
By being able to view this information including number of calls made, average call time and numbers of sales made on demand, it is extremely easy to see which agents are performing above par and which ones aren’t quite doing their best.
Finally, a dialer can significantly ramp up agent morale as this solution helps them to get more done in the same period of time, leaving them to feel much more successful and proud of the work they have completed.
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Edited by Braden Becker