The use of any additional technology in the call center must be able to demonstrate its value to the organization, or risk being thrown out. For the predictive dialer, proving its worth is never much of a challenge if you consider an average of doubled sales per hour per agent.
According to this Tutorial Report, the predictive dialer is known to produce a 50 percent increase in sales, providing a company with the potential for 100 percent increase in profits. The predictive dialer is known to not only save time for agents; but it also saves time for call center management.
The predictive dialer is designed to predict when an agent will finish with a current call. The system will then dial out a new phone line while the agent is finishing a call with another customer. The newly connected call is then passed to the agent immediately after the customer picks up the phone, giving no indication that the system is placing the call.
Manually dialing a telephone can take 30 seconds, if the line must ring a total of four times before the right party answers the call. If the call is left unanswered, the agent must make note of the failed attempt and try again at a later time. The dialer ensures the agent can talk to a minimum of two people in the amount of time it takes to manually dial and connect with the right person. Agent productivity increases can reach 400 percent.
If the dialer is a predictive dialer, ‘Do Not Call’ lists are maintained, and data such as leads, sales, call-backs and more are organized. Agents can then use that information to determine the best time of day to call and identify the best lead. Anytime a lead is called by the system, the time of the call is saved in the records, along with the outcome of the call and if the customer asks that he or she be removed from the call list.
Customers may also be interested in the information contained in the call, but need a call back at a different time or day. The predictive dialer system allows the agent to select the time for the call back to be made so the call can be assigned to an available agent at that time. Any notes taken during the initial conversation are also saved with the call for the second agent to review.
Managers will enjoy the real-time feedback provided by the predictive dialer, as well as the ability to monitor and maintain optimal performance and productivity. Real-time information provides insight on inbound queues, dialer statistics, current status and statistics and the performance of the list. Predictive dialers can also be used to train a single agent or multiple agents, providing immediate correct actions.
A wide variety of industries can benefit from the predictive dialer, including applications such as charities, surveys, public relationships, collections, polling, market research, telemarketers, the enterprise making a number of outbound calls, reminders, customer service calls and mass notifications.
The return on investment for the predictive dialer is an easy one to demonstrate within the call center or high volume outbound calling environment. The key is to enjoy the resulting benefits.
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Edited by Brooke Neuman