Call centers are often under a tremendous amount of pressure to make sales for a company, whether they are selling inbound callers on additional services or making outbound calls to generate revenue. Predictive dialer software offers call centers a host of benefits.
The first and most obvious benefit is that it makes calling more efficient. In her article “Back to Basics: The Benefits of a Predictive Dialer,” TMCnet’s Susan Campbell noted that predictive dialers can also optimize calling. By using algorithms, these systems can determine when the best time of day to call is. Predictive dialers, she adds, also enable more monitoring of call center employees, eliminating the ability to make themselves appear to be busy, while they’re really just attempting to while away the hours until it is time to leave. Thanks to predictive dialers, call center agents must always be “on,” or face scrutiny from their superiors.
In a recent article published on my.opera.com, “Predictive Dialer Software That Can Make Your Task Much Easier,” it was added that the software can even analyze such data as how many rings it takes before people pick up the phone. The author noted that the only requirements for such software are a computer and a broadband connection to the Internet. He went on to add that such software helps novice agents learn what they are doing quickly and saves money that would otherwise be wasted in unconnected calls.
To get the most out of a predictive dialer, Campbell suggests that call centers follow a few basic guidelines. They should have tools that integrate well with other systems and are easy-to-use, they should find the right fit for them, and they should clean their lists frequently. Using a predictive dialer correctly can improve the performance of a call center immensely.
Edited by Rory J. Thompson