Modern call centers have been established to offer efficient customer service in some of the most volatile and competitive business settings. Among various tools that can be really helpful in simplifying the work and bringing the desired outcome, a predictive dialer can be named. If you are in a state of quandary over whether your call center could do with this technology or not, then read on. The following are signs that the time is right to get a predictive dialer.
1. High Agent Idle Time
If your agents have a lot of idle time, waiting for calls to come in, this is a suggestion that your call center needs a predictive dialer. These tools make the calls they connect themselves to and thus the agents get to spend more time on the phone with the customers than they spend waiting for the phone to ring. This may also contribute to satisfaction of agents and ultimately efficiency of the call center.
2. Low Contact Rate
Do you have a problem of getting to the number of potential customers you deem enough? A predictive dialer can assist you in increasing your contacts since it will be connecting the numbers automatically and keeping the lines engaged excluding those that are busy or that are answering machines. What this implies is that your agents can devote their time to talk to actual prospects and enable more sales and leads.
3. High Abandonment Rate
If the customers are either not connected or disconnect before getting through your agents then it is time for your call center to step up. This means that the use of a predictive dialer also assists in reducing the abandonment rates due to quick answer of calls. This can culminate in better customer experience and hence better customer satisfaction.
4. Difficulty Meeting Sales Targets
If you find your call center lagging on the sales performance, you should consider the use of a predictive dialer. Due to the increased contact rates a predictive dialer can increase the amount of leads your agents get and in turn the number of sales made. This can thus enhance your revenues and help in the accomplishment of business objectives.
5. Outdated Technology
If your call center is yet embedded with the old school technologies, there are high chances that you are lacking behind good features like the predictive dialers. They can assist you in automation, reduction of loss, and possibly upgrading your services offered to consumers. With the help of the predictive dialer you may accelerate the work of your call center and become the leader in the sphere.
Choosing the Right Predictive Dialer
When selecting a predictive dialer, it’s important to consider factors such as:
- Features: Select a dialer that can generate advanced dialing, call forwarding, call recording, and reporting options.
- Integration: Make sure that with your current CRM and other systems, the dialer will be very compatible.
- Scalability: Select an auto dialer which will be able to accommodate your business as the number of calls to be made rises.
- Cost: Total cost burden should also be taken into consideration including the fees required for licensing of the software, cost of ensuring that the software is maintained to optimum level and the costs which would be incurred in training the users on how to make best use of the software among others.
Conclusion:
Thus, the use of a predictive dialer in a contemporary call center can have a strongly positive effect on the strategy’s performance and the business’s development. That is why showing contact high contact rates, low idle agent time, significantly less abandon rate, the ability to meet and even surpass the sales targets, and the ability to use modern and cutting edge technology, predictive dialers can improve the call center performance and overall customer satisfaction.
Before choosing a particular predictive dialer, companies should consider aspects such as, the functionality of a particular dialer, and its compatibility with the existing and future systems, its suitability to the company’s size and finally it is the price which has to be reasonable to suit the organizational needs. With this high level technology, the call centers stand to gain in the long run and offer them a competitive edge in today’s ever emerging market.