There are more than 56 million hours worth of customer conversations a day emitted from the call center industry -- imagine how much of that time agents spend on dead-end phone calls. With the proper solutions in place, like virtual predictive dialers, agents have the ability to utilize every minute of their time, without one second going to waste, while being based in the cloud. This inevitably increases the levels of productivity in a call center, while also adding another degree of satisfaction to the customer experience.
Predictive dialers automatically dial a group of phone numbers so that agents don’t have to waste time dialing on their keypads. Instead of connecting an agent to the sound of a dial tone, the outbound dialer has the ability to recognize whether a person answers the phone or a voicemail system begins to play. In the case of a live person, the dialer automatically connects them to a live agent. This process allows agents to dedicate all of their time to live interactions with their customers.
Vocalcom, a provider of virtual call center solutions, developed cloud-based contact center software that is designed to manage interactions via an intuitive, collaborative application, regardless of the channel. According to Vocalcom, its software in the cloud saves customers as much as 50 percent compared to other solutions since the cloud is yet another innovational technology on its own, and the software is designed to manage interactions via an intuitive, collaborative application, regardless of the channel.
Its virtual predictive dialer also increases an organizations live contacts and sales by up to 300 percent, and is currently the dialer choice of over 550,000 users. Along with its automated dialing features, the system can leave automatically voice message on answering machines and route inbound return phone calls to the same agents.
Not only does a virtual predictive dialer eliminate wasted time and effort, it helps call centers deliver successful customer service and eliminates the number of dropped calls. If you are a call center and still do not utilize these solutions, visit Vocalcom to learn how an organization can successfully leverage a virtual predictive dialer solution.
Edited by Rachel Ramsey