The call centers need to choose the right software for conducting outbound dialing. Manual dialing is now an old and redundant way of dialing phone numbers.
For call center businesses, every customer is essential, and a hosted predictive dialer provides the ability to establish a rapport with the customers while filtering busy numbers, disconnected numbers, no answer, and voicemail calls.
What is A Hosted Predictive Dialer?
A hosted predictive dialer is an intelligent outbound dialing system that is hosted on the cloud. What sets predictive dialer apart from other dialers is that it can predict when the agents will be available to make the next call, based on predictive algorithms.
Another feature that distinguishes predictive dialer from other dialers is that it can dial multiple contacts at the same time. This ensures that the idle time for the agents is minimized, and the right number of leads is dialed.
The infographic below displays the features a hosted predictive dialer has.
Now, let’s take a look at the hosted predictive dialer features in detail.
1. CRM Integration
The integration of CRM with a predictive dialer provides easier access to customer data. It uses various data insights to analyze customer history with a business to improve the relationship, which ultimately results in increased sales.
CRM integration also reduces the average handling time so that the agents can access the customer data in less time.
2. Filter-Based Calling
This feature allows the call center managers to filter out the contacts based on their geographical location, time zone, and area code. Thus, when the cloud-hosted predictive dialer starts dialing the numbers, it filters out the contacts that do not comply with the set rules.
3. Call Recording
Call recording is one of the most essential features of a predictive dialer. Managers and call center supervisors can listen to the ongoing conversation between the agents and the customers. This helps them to analyze the quality of the calls and provide the necessary feedback to the agents. The call recording feature can also be used for training and quality purposes.
4. Answering Machine Detection
Answering machine detection helps to determine if the call is picked up by a human or a machine. This saves agents time as their call gets connected only to the live customers and not to an automatic answering machine.
5. Campaign Management
It is an inbuilt feature of a predictive dialer that allows the call center managers and supervisors to create multiple campaigns from the same login. The campaign management feature allows the call center managers to create project campaigns as per the business requirement. The managers can create, edit, update, merge, and delete the campaigns accordingly.
6. Call Monitoring
This feature allows the call center supervisors to monitor each ongoing call. The managers can closely monitor the conversation going on between the reps and the customers and also provide their valuable insights through call barging and whispering. Call monitoring also lets the managers analyze the quality of calls and highlight the areas that need some improvement.
7. DNC Management
Do Not Call numbers are the numbers that are registered under government regulations for not receiving any promotional calls. DNC management ensures that such numbers do not receive any telemarketing calls. Thus, the predictive dialer eliminates all the DNC numbers and assures fine free calling.
8. Lead Management
Lead management refers to the set of methods of generating new potential business leads, which are operated through a variety of marketing campaigns. The hosted predictive dialer sorts and distributes the best leads first by analyzing the reminders and dispositions aligned with the leads.
9. Call Back Scheduling
Predictive dialer allows the agents to schedule a call back as per the time suggested by the customers. It automatically gives a reminder to the agents at the set time. If the customers receive the call at their preferred time, it has a higher priority to get converted into a sale.
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