The predictive dialers have become an integral part of outbound call centers. Like other auto-dialers, predictive dialers also help call centers to automate and expedite dialing of multiple phone numbers from a database or contact list. But predictive dialers, unlike other automatic dialing solutions, leverage statistical algorithms to identify unanswered calls, disconnected calls, busy signals, answering machines, and voicemails. Hence, predictive dialers connect only answered dials to the call center agents.
Also, they utilize call metrics and algorithms to check when an agent is free or available to initiate the next outbound call. Many call centers nowadays leverage predictive dialers to improve agent productivity and maximize agent utilization. They even have the option to choose from a variety of predictive dialers. Some of these dialers are available as standalone hardware devices, whereas others are hosted in the cloud. Many enterprises prefer cloud-hosted predictive dialers to conventional predictive dialers.
The cloud-hosted predictive dialers function just like conventional predictive dialers. But they function without depending on specific IT infrastructure. Hence, it becomes easier for businesses to improve outbound call center operations without procuring and maintaining expensive hardware. The businesses can further improve outbound voice marketing campaigns and telemarketing activities by integrated the hosted predictive dialers with their enterprise resource planning (ERP) and customer relationship management (CRM) systems.
In addition to reducing outbound call center deployment time and cost, the cloud-hosted predictive dialers help businesses to improve call center agent efficiency and productivity. The managers can take advantage of the real-time monitoring and reporting features provided by the sophisticated dialing solutions to monitor and analyze agents’ productivity continuously. The businesses can improve agent productivity and efficiency in a number of ways by switching from conventional predictive dialers to cloud-hosted predictive dialers.
7 Ways Cloud-Hosted Predictive Dialers Improve Agent Productivity and Efficiency
1. Dial Multiple Numbers Simultaneously
Like other automatic dialers, hosted predictive dialers also dial multiple phone numbers from a contact list without any human intervention. The sophisticated dialing solutions even have the capability to dial multiple phone number simultaneously. Hence, the agents are not required to put extra time and effort to initiate multiple outbound calls individually and sequentially. They are required to interact with the callers only when the call is answered by a human.
2. Route Only Answered Calls to Agents
The cloud predictive dialers can differentiate between productive and unproductive calls. They use statistical algorithms to detect a variety of unproductive calls – unanswered calls, disconnected calls, busy signals, answering machines, and voicemails. The agents can use the predictive dialers to scan, identify, and filter out these unproductive calls without putting extra time and effort. The can further utilize their time more effectively on improving call quality and customer experience.
3. Increase Talk Time per Hour
In addition to filtering out unproductive calls, the hosted predictive dialers help businesses to increase agent talk time per hour. The software checks agent availability by referring to the call metrics. Based on the call metrics, the auto-dialing solution predicts when the agent will be ready to initiate the next outbound call. The sophisticated predictive dialing solutions even initiate outbound calls before the agents are ready to answer the calls. Hence, it becomes easier for agents to manage more outbound calls per hour. Also, the agents respond only to answered dials.
4. Leverage Unified and Interactive Dashboards
The sophisticated cloud-hosted predictive dialers feature simple, interactive, and unified dashboards. The dashboards enable agents to initiate and manage outbound calls efficiently. The agent can further use the dashboards to receive reminders for following up or scheduling a call back for unproductive calls like busy calls and unanswered calls. Also, the managers can use the dashboard to customize the automatic dialing solutions and manage outbound marketing campaigns.
5. Take Expert Opinion during Call
Often outbound agents put extra time and effort to improve customer satisfaction and increase sale conversion. Sometimes they need an on-moment expert opinion to convert the callers into customers. The new age cloud predictive dialers support multiple stages in call monitoring. They even enable agents to take the expert opinion or avail assistance by supporting call whispering. The feature allows agents to interact with the supervisors or other agents while attending the call without letting the customer know. The timely assistance provided by managers makes agents close sales deals more efficiently.
6. Option to Blend Inbound and Outbound Calls
Many businesses set up blended call centers to unify and simplify outbound and inbound call center operations. Many call centers even deploy blended agents to make outbound calls and handle inbound calls efficiently. The blended call center solutions even come with features to distribute incoming calls efficiently among inbound and outbound agents. The businesses can leverage hosted predictive dialers to optimize the performance of their blended call centers. The predictive dialers will help the call center to make the agents initiate outbound calls and handle call overflow.
7. Facilitate Real-Time Performance Monitoring
The sophisticated hosted predictive dialers support real-time performance monitoring and report generation. The call center managers can monitor the performance of individual agents by monitoring live calls and evaluating recorded calls. The real-time monitoring helps managers to boost agent productivity by providing assistance and guidance during a call. Also, the supervisors can analyze the productivity of individual agents by generation reports based on real-time data. The productivity analysis helps managers to make agents more efficient by providing relevant training.
Each business can reap a number of benefits by switching from conventional predictive dialers to cloud-hosted predictive dialers. In addition to reducing deployment and maintenance cost, the cloud predictive dialers help businesses to improve call center agents’ productivity and efficiency. But it is always important for the business to choose the right hosted predictive dialers to improve and maintain agent productivity in the long run.