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 auto dialer 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.
Auto 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 predict, analyze, and constantly innovate based on changing business requirements to deliver a large call volume consistently. The software will determine which agent is free and route calls to them based on algorithms, which will boost productivity.
Business have to ensure that the dialing solution they chose not only offers them the best call rates, but it should also have an easy-to-use interface and should enable the generation of reports based on analysis from the software. After all, the analysis from the software will help modify business goals to achieve the best results in both long- and short-term. Supervisors will need to determine how the agents are performing, their average call time and number of calls, and the outcome of each call.
So let’s see the different ways an auto dialer can make call center contact strategies smarter-
Reduction in Call Drops
An auto 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. Auto dialer brings intelligence to the call center dialing process by connecting the agents only to the answered calls.
Agent Productivity Optimization
The auto dialer 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.
Maximized Customer Connects
A proactive dialer 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 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.
Predictive Analytics Based Strategy
Intelligent dialers use parameters based on customer profiling to significantly help agents determine past patterns and help predict future purchases. This way, contact centers not only connect better to their customers but also achieve significant reduction in nuisance calls to important customers.
Thus the requirement from an auto dialer 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.