The predictive dialer is a necessary tool in the outbound call center environment as it keeps agents working as efficiently as possible. When the dialer is robust enough to anticipate call length, it can also minimize time waiting between calls.
Right Fit for the Solution
Predictive dialers come in all shapes and sizes, which can leave the call center struggling to extract the desired benefits if it isn’t the right fit. To get the most out of any dialer, it’s important that the call center first identify needs and then select the solution that best meets those needs.
A recent Callfire (News - Alert) blog took it another step further, suggesting that one of the most important factors is the cleanliness of the list. Timezone, administrator names and ancillary contact materials should all be tracked and updated on a regular basis. If the agent can’t dial seamlessly through the entire list, a call shouldn’t be made.
The Right Tools
While a focus on working faster may help to improve numbers at some point down the road, the goal is really to work smarter. There are a number of tools available that can enhance the interaction and make it more productive. The tools should deliver value, integrate well with other systems and be easy to use. As soon as they start to lose these attributes, it’s time to reconsider the tools.
Clean the Desktop
There is little more distracting than a cluttered desktop. The only things that should really take up space on the desktop are those things that actually add value to the dialing process. Anything not pertinent to dialing should remain closed.
No More Manual
Any call center that is still manually dialing numbers is likely to be left far behind by the competition. The predictive dialer is designed to bring efficiency to the call center and should be used to full value. In fact, when used correctly, the auto dialing technology can increase live connects by two to three times over manual hits.
Know When to Call
It’s important to know the best time to call, as the agent is more likely to get a live contact – and the right contact – on the other end of the line. Understanding the target audience and the times they are most likely to be available is key to a successful campaign.
Keep it Updated
Perhaps most importantly, it’s critical that the dialer is kept up to date at all times. When it’s delivered as a hosted solution, this is a much easier goal to accomplish. The hosting provider will stay on top of the latest updates, upgrades and more, as well as provide the necessary security for all your data.
The predictive dialer is designed to deliver significant value to the call center, when it’s used correctly. The tips here can provide a great place to start.
Edited by Blaise McNamee