Predictive dialers are designed to improve the efficiency of call centers by automatically placing outbound calls and delivering answered calls to agents.
On average, a call center agent produces 15-20 minutes of talk time per hour. However, with a predictive dialer, this can be increased to an average 45-55 minutes per hour. When leveraging predictive dialers, agents can spend more time on the telephone and less time between calls.
Recently Comms Consult, an independent telecoms management company, noticed an increased demand for predictive dialer solutions as call centers increasingly look for solutions that save their staff time and increase profitability.
The company reported a 50 percent increase in inquiries for its predictive dialer services in response to the growing interest from call centers. The solution allows call centers improve their bottom line by cutting costs that are associated with recruitment, training and salaries.
“In terms of call centers, the biggest cost is staff so it is unsurprising that companies are seeking methods which best utilize current staff by reducing down time, and therefore increasing productivity and sales,” said Matt Tomkin, managing director at Comms Consult, in a statement. “We can’t control the amount of time an agent spends on the phone but what we can do is reduce the amount of time between calls.”
The increasing demand for predictive dialers is specifically from business-to-consumer call centers especially those related to the legal industry, claims management and debt management sectors.
According to Tomkin, predictive dialer services are all about “making the job of running a call centre easier and more profitable.”
To better serve the needs of the clients, Comms Consult is currently looking at new dialing platforms that will serve as big advancement areas over the next few years. “One wrap around service we are currently investigating is a dialing platform which records and listens to calls in real time,” he added. “This will alert supervisors when key phrases such as ‘sorry, we can’t help you this time' are spoken, enabling that customer, and sale, to potentially be saved.”
Rajani Baburajan is a contributing editor for TMCnet. To read more of Rajani's articles, please visit her columnist page.
Edited by Jamie Epstein