The major reason for the existence of a call centre is to help improve business performance through the growth of company revenues. Customer service executives who respond to customer queries are the voice of the organisation and hence must be utilised optimally for the overall benefits of the firm. This means that, something must be done to ensure that call centre agents speak to the right customers at the right opportune moment. This is where predictive dialer comes in handy; it automatically dials groups of telephone numbers and then passes live calls to the agents available. The Outbound dialer software is very useful as it helps in establishing who to call and at what rate thus ensuring optimal efficiency for your company’s call centre agents.
Before investing in this type of software, it is only logical for you to know what to expect. Here, you will find three top benefits of investing in a predictive dialer.
1. Say Goodbye to Wasted Calls
One most common feature in many call centres across the globe is time wastage on irrelevant calls. One important thing business owners and managers should understand is that empty households, busy signals and uninterested parties deliver no benefit to the organisation. The Outbound dialer software ensures that your call centre agents do not waste their time on unimportant calls. With this software, agents will always be on the phone with the right people and the right time.It is a great way of getting rid of unanswered calls, busy signals and disconnected calls even before they reach the ears of the agents. Overtime, what your business achieves is minimal wasted calls and a huge base of happy customers.
2.Improved Agents Productivity
Have you been yearning for a more productive team of call centre agents? Well, you are not far from achieving it. Outbound dialer software is the answer to obtaining that team of workforce you have always dreamt of. Investing in a predictive dialer ensures that call centre managers are freed up from the need to manage endless lists of telephone numbers. This way, they have a lot of time on their side to concentrate on developing the skills of call centre agents in order for them to deliver excellent customer service.Since this software uses complex algorithms in accurately determining when to place calls thus enabling one to determine when agents are likely to finish a call for the purpose of dialing another one in a timely manner. This ensures that call centre agents are consistently and constructively engaged with customers as much as possible.In this case, you are looking at the possibility of saving a minimum of three minutes in every call, further reducing the idle rate of agents by an estimated 5 per cent.
3. Increased Business Revenue
The major reason for business existence is profit making. Business productivity is judged by the rate at which revenues grow over a specified period of time. The above two benefits will definitely lead to increase in the amount of revenues generated from sales. With a combination of smarter calls, more efficient call centre agents and more receptive customers your call centre can be the sole source of sales growth by 100 per cent, thanks to the predictive dialer.
About the author:
Paul Jones works for Magnetic North based in the UK. Magnetic North are specialists in the call centre industry and produce one of the market leading call centre software solutions. Please visit their website to find out more about their experience and their software products.