The productivity of the communication between agent and customers depends on the number of minutes invested in it, fruitfully. If we talk about an outbound call center environment then it is necessary to understand that the rate of connection of the calls is the main factor that can not be avoided. To make this count more in numbers, software like predictive dialer has played an important role in the contemporary times.
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The insights coming from the statistical data make the scenario a lot more result oriented. After all, it is the number of calls closing on a positive note matter at the end of the day. Predictive dialers have proved their significance in this regard by making a mass connection with the customers a lot more feasible.
Predictive Dialer: An Introduction
Traditionally, the only way to make a contact with the customers was to get the bulk of customer phone numbers and manually dial each number one by one. Once connected the agent would be able to make the pitch.
Auto dialer reduced the manual efforts of the agents but in dialing the numbers it included the fax numbers, the dnd numbers as well. Dialing these numbers did cost a lot of time. But the arrival of predictive dialer put intelligence into the outbound dialing and changed the scenario by making the outbound dialing more result oriented.
By including the insights from the customer data such as specific details of demographics, time-zones, the outbound dialing becomes more precise. The call connection becomes more likely with predictive dialing as the dialer chooses the most appropriate time to dial the customer numbers. Let’s look into the dialers in more details.
Working Methodology of Predictive Dialers
Predictive dialers use a complicated algorithm to deduce the customer data and make it more insightful before the contact numbers are automatically dialed. If the customer base is spread across many countries then the dialer chooses a particular time to dial the number with respect to the corresponding location.
The appropriate timing makes the possibility of call connection more likely. The traditional dialers lagged in this stake and were totally dependent on the efforts made by the agents.
When the call is connected, the dialer routes the call to the available agent immediately and the whole idea of customer connection becomes more inclined towards higher productivity.
In this way, predictive dialer reduces the agent downtime in a meaningful way and it enhances the agent efficiency in a substantial way. The very specific details such as the average time span of the call and the number of calls it takes to get an answer are also taken care of. With such precision, the predictive dialers enhance the overall productivity of the dialer environment.
Transformation with Predictive Dialers
The transformation that has happened with predictive dialers is totally a matter of using the customer data in an intelligent way. The insights from the data have proved it to be very productive and the solo reason that consolidates the relevancy of predictive dialer is cloud technology.
Supported by cloud, predictive dialers have benefits of safety and security that are unprecedented and most sought after in the contemporary scenario when the number of customers using online transactions and taking help from agents for final decision making for a product or service has increased, substantially.
Predictive dialers make the best out of the available customer’s data and make the customer connection more intense irrespective of the type of the customer base for your business. Communication is the most necessary factor that decides the well-being of your business but to make this communication happen fruitfully the very first connection with the customer has to be made.
With predictive dialer, you get an ease in making the connection with your customers for the very first time and even later.