Campaigns for cold calling are relatively common in the contact center industry, used primarily for nurturing leads, conducting market research, cross-selling, and upselling. If done manually, agents will have to look into their contact list and dial telephone numbers by hand to connect with prospects. This leads to a decrease in contact rates, talking time, and overall productivity.
As we all know, efficient time management is integral to succeeding in this industry. And to maximize your operational efficiency, the processing time of calls must be significantly reduced. Predictive dialing solutions can assist you in this endeavor. Still unconvinced? Here are some advantages of adopting this type of software.
1. Elevates productivity
A call center dialer makes use of advanced algorithms that determine the duration of calls and automatically assign them to specific representatives. Because these solutions are designed to enable agents to make higher call volumes, they can help contact centers lock into more sales, generate conversions, and profit even under competitive conditions.
In addition, many predictive dialers allow representatives to make several simultaneous calls, ensuring higher contact rates and less idle time. In doing so, they optimize the process and workflow and eliminate any efficiencies in your operations.
2. Lowers idle time
It goes without saying that having to make calls manually can be time-consuming, even for the most seasoned agents. And when they lose time from disconnected calls, answering machines, and busy tones, they can’t perform as well as they should. But with a predictive dialer, representatives are able to avoid these time-wasting situations since it can identify productive and unproductive numbers automatically.
Some software applications even possess the feature of checking agent availability and routing any missed call when needed. When paired with automation, they ensure that representatives are able to get a lot more done within their shifts.
3. Improves sales
It’s impossible to guarantee the success of every call. However, with predictive dialers, it’s possible to increase call volume and their quality. Because of this, there’s a greater possibility for leads to be captured and conversions to occur by each shift’s end. Moreover, because there’s less distraction from making calls manually, agents become more focused on communicating with consumers, further improving the likelihood of improving sales.
4. Reduces costs
Lastly, the reason why so many call centers use predictive dialing software is the ability of the tools to lower their costs. After all, with these solutions, there’s no need to hire a considerable workforce to make and take more calls. More importantly, predictive dialers can also help agents avoid costly mistakes, such as performing actions that may compromise the call center’s compliance with the TCPA and other industry regulations and laws.
Conclusion
In the contact center industry, businesses thrive and flourish based on the technology they use. Because of their advantages in improving productivity and efficiency while reducing the costs of their operations, predictive dialers have become invaluable assets that no contact center can be without. However, before you commit to one, make sure that you do your due diligence to find the best software that fits your needs.
