In a call center, auto dialer is no less than a lifesaver from the redundant manual process of dialing. But, its benefits range beyond just saving time. An automated dialer software is the base of contact strategy which not just automates the call center dialing process but rather brings logic to your contact strategy. In addition to saving time, it results in more calls, higher agent productivity, better service quality and ultimately more revenue.
Automatic dialer has largely impacted the way agents call customers and the time they take for their interactions. An intelligent dialer software functions on algorithms that predicts, and constantly dials contacts based on different contact parameters. The software determines which agent is free and routes calls to based on a chosen dialing algorithm.
Businesses have to ensure that the dialing solution they choose not only provides them with a high call connect rates, but should also have an easy-to-use interface and access to detailed dialing reports. After all, the analysis from the software will help modify business goals to achieve the best results in both long- and short-term.
So let’s see why an auto dialer software is one of the ideal features of a consolidated call center software and how it makes call center contact strategies smarter.
Reduced Call Drops
An automatic dialer software improves contact strategies because the specific call strategy adopted would be based on predefined parameters rather than random calls from a call list. Automated dialer software brings intelligence to the call center dialing process by connecting the agents only to the answered calls.
Improved Agent Productivity
The auto dialer software solution would ensure that the agent is talking to a prospective customer first instead of wasting time in manually dialing out numbers from the never ending database. When agents spend more time talking to the customers they are bound to achieve better results than going through the monotonous process of dialing numbers.
Maximize Customer Connects
A proactive autodialer should help reduce telecom costs and thus, enable overall increase in end productivity. The smarter the algorithm, the more number of connects, and more number of potential sales. Smart dialing solution ensures your agents reach out to the maximum number of prospective customers from the list without wasting any time of their work hours.
Ease of Operations
An auto dialer system not only automates the dialing process but helps the call centers to track the daily calling activity and analyze the agent performance with easy to understand reports and call recordings. These add-on features of a dialer will ensure there is no missed opportunity.
There has been continuous innovations when it comes to dialing strategies for an auto dialer. One of them is predictive dialing where the Dialer software uses parameters based on customer profiles and combines it with past calling data to come out withe best dialing process. This way, contact centers not only connect better to their customers but also achieve significant reduction in nuisance calls to important customers.
Thus the requirements from a call center dialer software therefore, are enormous. And call centers should rightly expect them to outperform each time so that the business breaks even and succeeds. A proactive dialer would help define, configure, and automate business-specific processes. The solution can help management configure smarter contact strategies based on various parameters including customer segment and interaction history.