TMCnews Featured Article

Predictive dialers are massively useful. Not only are they good for the contact center, where they are a natural fit for keeping agents productive without down time, but businesses of all types can use predictive dialers to better connect with customers.

Here are four reasons why predictive dialers make sense.

Easier lead management. Predictive dialer software filters out unqualified or “do not call” numbers, and it is usually capable of organizing lead data, sales information and customer history so agents are ready the moment they connect with a customer. Predictive dialer software also can automatically determine the best time to call leads, and help businesses focus on high-probability leads

No wasted calls. For anyone calling customers, wasted time is the norm — and it is especially true for the contact center. When you add up uninterested parties, empty households and busy signals, it can easily waste time. But predictive dialers make calling far easier, filtering out all the time-wasters and only delivering actual people to agents. Things like busy signals and voicemail are discarded even before they reach the agent’s ears.

More productive agents. When managers and agents do not have to manage phone number lists, there is more time to focus on customers. It also buys time for better training. Further, predictive dialers use algorithms to determine when to place calls, predict when agents will finish, and ensure that agents are always busy but not overloaded. Predictive dialers are essential for anyone who is on the phone for a living.

More sales. Smarter calls and efficient agents mean more sales. When call utilization rates are high and abandonment rates low, the contact center can better serve its primary purpose of driving sales and keeping customers happy. Predictive dialers do this not only by making agents more efficient, but also by increasing the quality by helping agents be more focused on the phones and “in the zone.”

A good predictive dialer can make a huge difference when it comes to connecting with customers on the phone.