The introduction of predictive analytics to the dialer technology created more success stories as it ensures a higher number of connection between agents and customers. The combination of these two technologies has made the dialers more result oriented and intelligent.
Moreover, Customer Relationship Management (CRM) integration added more to utilities of cloud predictive dialers. CRM is a system to manage all company’s interactions with potential, current and previous customers. It became easier for the agents to find specific information about individual customers.
In addition to this, cloud technology has also supported the core of this idea because every analytics converges to data accumulation and analysis. Customer relationship management (CRM) is an extension to the predictive dialer, and it makes customer-agent conversation highly effective. How it happens, let’s look into it.
Specific Customer Details
With individual customer-specific information, agents are more likely of entertaining the call with efficiently and closing the call on a positive note. When the dialer is integrated with the CRM, these customer-specific details are availed while the agents communicate with the customers.
Predictive dialer works on an algorithm that helps in connecting the maximum number of customers to the available agents. While talking to customers, it gets a lot easier for the agents to use the information stored in CRM to make a purposeful business communication.
Optimized Lead Management
CRM integration helps in optimizing the lead management develops a faster and smarter work environment for the agents. It includes information related to sales, customer communication history, contact information and it also serves this data to the agents, automatically.
Predictive dialer integrated with the CRM, carries features of call logging, call back, call recording and other automated processes that save the agents’ time, substantially. With more time in hands, the agents become capable of connecting to the best leads and close the calls efficiently in the least time invested.
The best time to call the customers is determined, automatically and the predictive dialer software filters out the ‘do not call’ numbers, fax lines or answering machines to ensure connection to the worthwhile connections only. And to complete this filtering CRM keeps all the customer information stored.
Capturing Call Activity
The CRM integrated predictive dialer captures all type of call activities, and it directly feeds into the CRM for managing better leads and keep track of the perfect time to call the customers.
The data analysis gives several insights into the real-time metrics and key performance indicators (KPIs), such as average handling time, cost per interaction, customer satisfaction, etc.
Record the Sales Calls for Analysis
The predictive dialer records all the agent calls that can further be analyzed to give a new way or redirection to the customer-agent communication. Call recording also helps in analyzing the call patterns that further makes the best possible conversion over the connected calls.
Sales involve a lot of persuasion of the customers over the value propositions that are conveyed in the limited number of minutes on a phone call. Having said this, it becomes essential for the agents to be well-trained in effective business communication.
Call analysis also ensures that the agents are up to date in their knowledge about the product and services. CRM further helps in compartmentalizing the call recording according to a different set of customers. CRM integration can be helpful in mapping the recordings with the clients, which may be required for liabilities issues.
Extensive reports from the predictive dialer provide a clear picture of the call details with the specifics of the customer conversation. These reports can be downloaded in various data formats, like XLS, PDF, CVS, etc.
A holistic view of the available information is enough to revisit every interaction happened like all the calls or emails. So, this kind of a comprehensive view helps the agents to pitch the product or service, efficiently.
An agent is working on a customer’s account; he gets to see all the information on his screen in real-time. In this way, the overall productivity increases and makes sure that the agent conversation with the customers is always relevant and on the track of sales.
Predictive Dialer + CRM = Sales Acceleration
The predictive dialer integration with CRM helps in making the most out of the available resources. The agents get the information handy and make the best possible business communication with the customers.
Sales is a result of complete preparedness. And Customer Relationship Management (CRM) integration prepares the predictive dialer for the best possible sales results.