Time efficiency is a necessity for a well-functioned call centre in any business. There is a constant need to reduce the average handling time of calls by each agent so that the overall efficiency of the call centre can be managed. Businesses focus on calling potential as well as existing customers to announce new deals, introduce discounts, promote services/products, etc. Hence, call centre solutions that can help in boosting the time efficiency of agents is highly appreciated by any growing company. An autodialer is the most effective tool when it comes to managing the time efficiency of representatives. Scaling call campaigns by providing autodialers to the agents becomes much easier. Autodialers access the database of the targeted customers and automatically dials the numbers on the contact list in bulk. Once the customer picks up the call, the autodialer can play pre-recorded messages or connect to the IVR where the customer is either given a series of options or the call is forwarded to an agent. This process eliminates the need for an agent to call each number and save a lot of time focusing on sales pitch.
Even though autodialers are effective tools, you need to pick the correct kind of auto dialer for your business requirements. The most common autodialers are preview dialers, power dialers and predictive dialers. A preview dialer assists agents to view the customer information before placing the outbound call to the customer. Real-time access to the customer database helps the agent in preparing a better interaction and pitch for sales to the customer. But a preview dialer cannot be used to connect with many customers in a short interval of time. So, a preview dialer makes the calling more result-oriented rather than running a full-scale marketing campaign. The power dialer is also known as the progressive dialer. A power dialer automatically places an outbound call as soon as the agent ends the current call. So, instead of giving the agent the option to decide if they want to place the call or not, the power dialer places the call without wasting time which makes it more effective than the preview dialer as it increases the number of calls placed by the company. Power dialers minimize the number of abandoned or silent calls of the call centre.
However, the most popularly used dialers in cloud telephony solutions are the predictive dialers. A predictive dialer uses a specified algorithm to decide when an agent will be available to take the next call and can dial multiple telephone numbers at the same time. This process improves the connection between customer and agent and also helps in enhancing the average handling time of the call centre.
There are several benefits to a cloud predictive dialer and some of them are as follows:
Effortless Establishment of Framework –
Predictive autodialer simplifies call centre operations by depleting the right choices whenever necessary. From assessment of the performance of individual marketing campaigns to generating various reports based on real-time data, predictive dialer establishes an effortless framework for productivity and overall revenue regarding considered goals and specified criteria.
Enhanced Agent & Call Flow Efficiency –
The algorithm used by the predictive dialer helps in determining the call duration and assigning specific agents automatically. This process eliminates the time taken by agents in between calls and makes competitive conditions for the agent which eventually triggers more sales and more profit. Due to the design, companies deploy enough agents to minimize the abandoned or dropped call ratio as well. Predictive dialer controls both the dialling rate and speed that enables multiple calls simultaneously and decreases idle time and increases talk time of the agents. This directly impacts the agent and call flow efficiency.
Extreme Adaptability to Changes –
As the predictive dialer is hosted on the cloud, the scalability option for any changes to it becomes extremely easy. Any kind of update or new changes can be done immediately and in the rare occasion of any problems arising, it can be dealt with promptly as well.
Cost- Efficiency in Operations –
The predictive dialer is in itself a cost-effective tool as it reduces the need of hiring numerous agents to accomplish the same amount of work. There is no need for hiring an operator to direct the agent calls as the calls are directed automatically. Also, the predictive dialer does not need a dedicated computer network to function, rather uses your existing network to get the work done. Apart from software, no new hardware or tools need to be installed while availing of this service. So, the predictive dialer is a budget-friendly option for any business.
Smooth Integration of CRM Platforms –
When the predictive dialer is integrated with the CRM platform, it becomes easier to filter out actual customers receiving the calls rather than the calls ending up at answering machines, ‘do not call numbers and unnecessary call routings. Not just the integration with CRM, but the integration to the lead management system helps in accessing the database on the customer’s history and sales information. In time, these integrations help in coming up with better sales pitches, marketing practices and determining even the best timing to call the customers.
Prioritising Customer Satisfaction –
Predictive dialer resolves issues like calls going unanswered or different agents calling the same client at the same time. The automation of the predictive dialer helps in keeping a streamlined and systematic call flow even during the highest number of calls with the least possible human errors. Predictive dialers can also schedule the calls for the agents so that the customer does not get irate with untimely calls. This enhances customer satisfaction enabling sales to go up.
SOURCE-What are the Benefits of Cloud Predictive Dialer in Call Centres?
