Today most of the companies especially telemarketing and call center industry rely on telephony technology for making cold calls, generating sales, and customer support delivery. But the fact is, there are very few companies that tend to implement accurate technology for calling purposes. Most of the companies adjust with manual dialing machines, where the call center agents can simply punch in the numbers to make calls.
But now with the advancement in dialing technology, we have got a smart technology called predictive dialers which are considered as the most intelligent outbound dialers that help in call processing and managing system. It usually employs the computer algorithms, which are based on the complex probabilistic and statistical modeling to dial different telephone numbers stored in the database and then assign live calls to available agents.
Intelligently assign calls to the available agents:
The most prominent benefit of predictive dialers is they can intelligently assign calls to the available agents. This dialing software never waits for any particular agent to be available. Every agent in the team is expected to perform professionally in a competitive environment. That basically means that the agent will not need to choose which call needs to accept or ignore. There would be no chance of biases. In that way, choosing predictive dialer for your call center can save your time and enhance productivity.
Improve agent’s efficiency:
Predictive dialers improve the efficiency of every call center agent working in a team. It offers an equal opportunity to improve and make their task more challenging. This also increases the agent’s morale and makes it much simpler and easier for them to accomplish their sales targets.
Monitor the performance of call center agents:
Predictive dialers efficiently monitor the performance of call center agents by integrated call monitoring process and recording interfaces. Reliable and adequate training can also be provided later or even on a real-time basis to enhance the agent’s customer handling skills. Such intelligent systems also have some proper in-built reporting tools which allow the managers to extract the overall performance reports of every call center agent.
Cost reduction is another attractive advantage for most of the call center owners. They don’t need to use some expensive PBX setup or hire an operator who will manually organize the call log or route calls to the agents.
Help to blend calls:
Predictive dialers also help to blend calls in the call center which may deal with outbound sales and inbound customer services both. A predictive dialer and an automated call distribution system works collaboratively to assign calls to all the available agents. This combined system usually keeps the callers on the list or queue if the agents are not available and even take a message from him. After that, an agent can call the customer back and offer him the requested service.
After reviewing all the significant benefits mentioned above, it gets easy to choose the solution as it guarantees a very return on investment. You can consult with the professionals of VoIP Terminator before making a final decision.