The primary purpose of the call center is to benefit the organization though customer service and outreach. As the day-to-day voice of the organization, agents must be used to their maximum effect, and that means speaking to the right customers when they need it most. Predictive dialers support this effort by automatically dialing groups of telephone numbers and passing live calls to available agents. Complex algorithms determine who to call and at what rate, ensuring maximum efficiency for call center agents.
Here are the top four benefits a predictive dialer can bring to your organization:
1. No Wasted Calls
The bane of call centers across every industry is wasted time. Uninterested parties, empty households and busy signals do nothing to benefit the business. Predictive dialers are designed to make sure that call center agents are on the phone at the right time with the right people, as often as possible. Unanswered calls, busy numbers, unavailable or disconnected lines, and automated answering services are all discarded before ever reaching an agent’s ears. This means less wasted calls and more happy customers.
2. Easier Lead Management
Many predictive dialers incorporate lead management software into their platform. Predictive dialing software can filter out unqualified or “do not call” numbers, and process an organizations desired call lists quickly and efficiently. Such software is also capable of organizing lead data, sales information, customer history and call back information, which can be provided to agents automatically. Complex algorithms use this data to determine prime call times and high percentage leads.
3. More Productive Agents
With less need to manage lists of telephone numbers, call center managers can focus more on helping their agents improve their customer interaction skills and coach team members to deliver a pleasant customer experience. Moreover, predictive dialers use complex mathematical algorithms to determine precisely when to place calls, predicting when agents will finish current calls and dialing the next before they are finished. This ensures that call center agents are on the phone engaging customers as much as possible. In other words, agents will not have to spend time listening to a ringtone waiting for someone to pick up. Combine that with not having to wade through unavailable numbers to reach a live customer, and each agent can save up to three minutes per call, if not more. This can lead to as low as a 5 percent idle rate per agent.
4. Increased Sales
All of the above benefits lead to this. With smarter calls, efficient agents, and receptive customers, call centers can see sales double with the use of a predictive dialer. With substantial call utilization rates and low abandonment rates, revenues can soar. Return on investment from this effective technology comes quickly, and profit soon thereafter. It’s not just the increased quantity of calls that makes this difference, it’s the increased quality. The combined interaction of call analytics and agent efficiency allows predictive dialing software to enhance the call center experience in every facet.
Edited by Rachel Ramsey