Time. It’s the measurement of our accomplishments and for the call center it’s everything. How much time it takes for an agent to reach an opportunity, how much time is spent dialing, these all tasks eat time like pacman on a sugar high. Each second that passes brings opportunities that can convert to a sale or, if wasted, fewer sales and missed opportunities for delivering great customer service.
Maximizing each second of call time places predictive dialers as a perfect solution to this problem. Deskforce’s automated dialer technology filters out obstacles and places calls at optimal times to ensure better results. Allow me to present eight ways predictive dialers can help drive successful sales and customer service experiences.
Increased Productivity of call center agents
When dialing a number, take into account the precious seconds being used to locate the number and then dialing or misdialing with our stubby fingers. Predictive dialers eliminate the manual task of dialing numbers to boost agent productivity. The dialer automatically determines best call times, predicts when a current call will end, and wastes no time in dialing the next number. In addition, call blending features allow the dialer to work with an automated call distribution (ACD) system, routing calls to available agents on both inbound and outbound channels. Idle time is eliminated, and agents are able to switch easily between channels as needed for an increased talk time of up to 300%.
Better and faster lead management
With a software integration, predictive dialers may organize data all in one place. For example, agents are able to access information such as customer profiles and purchase history with great ease. The dialer filters out obstacles such as answering machines, and it provides quick access to live connections. All call activity is captured directly into the CRM while further offering realtime metrics and KPIs for improved sales practices. Deskforce automatically integrates with top CRM’s and, with a handy Chrome extension, it can be easily configured for the ones we don’t offer natively.
Supercharged sales with a predictive dialer
Rather than calling at random times and hoping to get an answer, agents may trust the dialer to assist them with a more strategic approach. Predictive dialers grow smarter with use, tweaking the process as it goes to make sure that the strongest leads are contacted at the most optimal times. Agents are therefore able to speak with the strongest prospects. Call logging and recording features save agents time and enable them to pursue more leads with greater precision.
Reduced overhead and overall cost
Contact center costs are greatly reduced when a predictive dialer is used. Agents spend less time on the expensive voice channel, and customer abandonment rates decrease. In addition, fewer agents are needed to make calls as their productivity is greatly increased. When integrated with a CRM, there is no need for additional expensive hardware, and pay-as-you go models further drive down costs.
Predictive dialers are typically adapted to the needs of each business. Whether a company is a small business or a large corporation with multiple locations, predictive dialers offer a scalable solution. Options such as SMS and email are already built-in and can be customized to the individual needs of each company.
Greater customer satisfaction
Ultimately, customers are more satisfied when contacted via a predictive dialer. They are called at preferred times, are less likely to be disturbed at odd hours, and are not contacted too frequently. Their data clearly informs agents about their product needs and purchase history, so they are more likely to receive offers of interest.
Easy follow up
We have all rejected a call before knowing what it was about, but with our tools you can automatically message the lead upon his rejection or send a voicemail with a customized message prompting the lead to click the link for an instant call back. Email and SMS are built right into the agent screen with customized messaging to allow the agent to follow up with ease.
Keep track of lead touchpoints
Did I call that guy, did i remember to status the call that he was busy… who can remember? Well actually, we can. Each attempt made with our predictive dialer is logged in the agent screen with every email, SMS, attempted call, and actual call with call notes. A call center agent can easily reach an opportunity and say with confidence ” I’m so glad to finally get a hold of you, you know I tried last monday, and sent you an email, did you receive that?“… although none of those activities were done on his precious time.
Dialers are incredibly affordable tools for driving call center agent productivity, pursuing leads strategically, and satisfying current and future customers. To deliver your very best in customer service, and learn more about our predictive dialer, click here to learn more about Deskforce.