The two focal points for a balanced and emergent business work model is customer generation and retention. Customer service platforms such as contact centres and call centres contribute immensely towards the retention and boosting the customer interest in the company’s services and products. Customer retention can add a fairly increased amount of profit if it is administered properly by the agents and usage of the accurate tools which can help the agents. The influence of the pandemic has certainly been challenging for every industry but cloud telephony services have effectively helped most businesses to survive with features such as autodialers, toll-free numbers, interactive voice response systems, etc. Deployment of autodialers into the contact centres and call centres improves the customer retention rates as well as the efficiency of the agents.
The autodialer software is distinguished due to its automation. The software can dial numbers on the list provided automatically for the agents during outbound calls. The smart software can also detect whether the call is being picked up by an actual person or the dialled number has been forwarded to an answering machine. The autodialers can be customised to abide by the Telephone Consumer Protection Act (TCPA) which helps in avoiding the Do-Not-Call (DND) numbers. The autodialer also helps in reducing the idle time taken by the agents and maximizing the talk time per hour.
Here are a few other ways in which the auto call dialer assists in increasing sales of your enterprise.
Empowerment of Call Centre Agents –
The automation feature of an autodialer service assists the call centre agents to focus more on their sales pitch and relish their job as most of the tedious and monotonous tasks are done by the software. When the autodialer is integrated with the IVR software it enables and accelerates the calling process and helps in routing the calls to the best-equipped agents. The elimination of monotonous work and assignment of higher-level work processes empowers the agents which motivates them to work harder and increase productivity. Also, the time saved due to the automation increases the satisfaction of both customers and agents.
Improvement of Internal Processes –
The auto dialer software not only helps in saving the time and money of your enterprise but also improves the internal processes by endorsing automated functions like distribution of customer information to the agents before c
onnecting with the customer, data entry and sharing the data in a centralised database. Duplication of work, wasting time in dialling wrong or dead numbers, agent effort overlap, repetitive calls and an increase in duplicate dialling can be easily avoided through autodialers.
Setting up the Pacing Speed –
The autodialer can be customised into setting up the pacing speed for each of the dialled numbers allowing each of your agents or sales agent to reach and influence the leads at their desirable speed. Every agent might take a separate interval of time to interact with the lead and turn it into a potential customer. Apart from that, even a routine cold call can be finished by different agents at different times. The time taken for the call to be handled cannot determine the efficiency of the agents as an agent taking 15 mins on a call might be providing more confirmed sales than an agent spending an average of 5 mins on a call. The latter might be contacting 100 leads on the list but the former might have a better conversion ratio in comparison. The pacing speed feature of the autodialer uses a different algorithm to analyse each caller’s call speed which helps in making the best out of each working day.
Keeping Updated Data of Leads –
Missing out on potential leads due to data mismanagement is a major problem for any outbound call centre. The manual updating of data can usually lead to missouts or omissions. However, with autodialers usually, the data is synchronised automatically to the database and can be accessed quickly. The autodialer also sets up the process of following up to the numbers with voicemail activations, busy dialer tones and not answered calls. The following up of the leads increases the number of leads which eventually increases the sales conversion rate. It alerts the agent about the DND activated calls avoiding legal intricacies for the company.