Did you know predictive dialer technology can enhance an agent’s productivity by 150% to 400%? This is possible because a predictive dialing campaign effectively avoids dropped calls by connecting them to a rollover IVR solution. This eliminates the lag time for customers due to absenteeism of the agent at the concerned desk. An intelligent outbound dialer has features such as:
A maximum call drop timeout setting.
Provision to play automatic message to a dropped caller.
Preventing dropped calls from being called back within a set period of time.
Preventing calls from being made outside certain time parameters.
A maximum percentage of dropped calls within a 24-hour period.
What Outbound Dialers Can Do For Your Business
Predictive dialers adapt quickly to dynamic conditions, answer calls within seconds, and accommodate various combinations of traditional switched telephone networks (PSTN) and IP (VoIP). Not only this, they also offer access to numerous VoIP services, manage telephone lists and bring flexibility on capacity increase. If you are still considering whether you need an outbound dialer, here’s a look at how they help:
Enhanced Agent Efficiency:
The time and effort required to dial a number, listen to voicemail, deal with busy tones and no-answer or schedule call backs eat away 10-15 minutes of talk time per hour. This, in the long run, affects the productivity of the organization to a great extent. With the outbound dialer, the average agent can contribute 40 or 50 minutes in the hour, which increases productivity to 200%-300%. Moreover, it ensures response to a fixed number of calls per hour, which translates to the highest possible agent talk time with a very small percentage of dropped calls.
Increased Productivity with Blended Campaigns:
Predictive dialers offer the ability to deal with inbound and outbound calls simultaneously. With an auto dialer, the agent remains connected to clients via a “blended’ campaign, in which the same team of agents handles both outbound and inbound calls at the same time. It automates and balances the process of switching between inbound and outbound calls, with features like call queuing and variable dial ratios. It also allows flexibility for multi-tasking, which positively boosts their morale, especially in high throughput predictive dialing campaigns.
High Rate of Prospect to Client Conversion:
Once the data is uploaded to a dialer manually or via database synchronization, the hot prospects need to be contacted on a priority basis. Agents need to call the prospects promptly, more so in the case of sales leads. Auto-dialers ensure this, while also automating the process of recycling (calling back) voicemails, busy numbers and calls not answered. Thus, a large percentage of leads are followed up on very quickly and professionally within a short span of time, increasing the sale conversion rate substantially.
The company’s ability to address customer issues promptly and professionally, can offer a substantial differential advantage. Moreover, it also enhances the agents’ morale by streamlining their work, enhancing their productivity and accelerating the sales or debt collection rate. This also translates into better incentives and recognition for them. And we all know that happy employees ensure happy customers!