CallCenterHosting Predictive Dialer : Agent Dashboard Features

Every business needs a smart outbound dialing solution to connect with their customers. The right call center software can improve business communications and make better connections with the customers. 

Hosted predictive dialer is the best choice for businesses that want to reach out to a larger range of audiences in an efficient way. The cloud-hosted dialer works on the statistical algorithm and decides which customer to call next even before finishing the ongoing conversation. This feature of predictive dialer saves a lot of agent time and thus gives an intelligent edge to outbound dialing. 

The agent dashboard serves as the most efficient desktop application through which agents can accomplish all their dialing tasks. Let’s learn about what an agent dashboard is-

A Portal That Meets All Your Business Needs

The agent dashboard is a unified desktop software, mostly integrated with the CRM (Customer Relationship Management) that enables the call center agents to carry out the inbound and outbound call operations effectively. The customer care reps can place, pick up and forward calls using the agent dashboard. 

Let’s take a look at the features of CallCenterHosting’s Predictive dialer Agent Dashboard:

1. Call Recording

Call recording is an essential feature from the call center point of view. The predictive dialer agent dashboard lets the managers and agents record all the conversations they have with the customers. Agents can also record the calls as per the set campaigns, which are exportable.

This feature helps the managers analyze the quality of calls and can be used for training purposes. 

2. Automatic CRM Information PopUp

The agent dashboard automatically displays a popup of customer information on the screen. The popup contains the CRM record of that customer, their chat and transaction history, and their preferences. 

This way, the agent dashboard helps remind the reps about the conversation with the customers. Agents can have a more productive discussion with the clients without missing any necessary information.

3. Call Script Auto PopUp

When a live call connects, the agent dashboard displays a dynamic script pop up on the screen. The agents can refer to the call script on the screen and decide their conversation flow with the customers.

The script also displays what to say and how to respond to the customers. This feature is helpful when new joinees are attending some important calls or when agents have to handle each other’s calls. 

4. Call Transfer and Call Conferencing

Agents can answer customer calls on the agent dashboard. The dashboard comes with a feature of call transfer, that is, the agents and managers can transfer the calls to each other. The agents can also put customer’s calls on hold with music.

Agents and managers can also have conference calls through the agent dashboard. 

5. Custom Call Disposition

Disposition refers to filling the necessary customer information after a call. The predictive dialer agent dashboard allows the agents to set custom dispositions by selecting the appropriate status in the dialer.

Also, these dispositions are helpful for the managers to filter out the leads. A predictive dialer also provides the functionality to set customize dispositions status for each campaign.

6. Reach Me Anywhere

Agents can handle the calls from any PC and any location. Agents get a login ID and password, through which they can log in to their dashboards. 

Thus, it becomes compatible with the agents to deal with customer calls from any device. 

7. Automatic Call Distribution

Automatic call distribution also called a call routing system directs the incoming calls to the appropriate agents based on the business preferences. It significantly bridges the gaps between customer expectations and business resources.

The distribution of calls to the agents is based on several factors like call volume, call queue, incoming phone number, and agent’s skills. 

8. Pacing Ratio

Predictive dialer dials multiple numbers for the same agent to ensure maximum agent efficiency. It starts dialing the contact numbers when an agent is about to finish the previous call.

This process of dialing multiple contacts for the same agent is called a pacing ratio. For example, if the pacing ratio is 1:3, it means for a single agent, three calls will be dialed at the same time. Pacing ratio can be increased or decreased based on requirement and agent availability.

9. Answering Machine Detection

The predictive dialer agent dashboard consists of an answering machine detection filter. It filters out all the numbers that land in the answering machine. Before passing any call to the call center agents, a predictive dialer assures that it is answered by a human and not an automatic device. 

10. Generate Reports

Agents and managers can generate reports just by clicking the reports tab on the agent dashboard. Thus, it helps businesses to analyze their outbound dialing activities and also compare the agent’s performance based on various metrics.

Some other features of Predictive Dialer Agent Dashboard that make it a unique dialing solution are – 

• Automatic Time Zone Management
• Automatic Number Identification
• Skill Based Call Routing
• Web-Based UI
• Track Call Volume 
• Real-Time Call Metrics 
• Auto Skip Answer Machines 

Thus, the agent dashboard serves as the fully-featured agent software that enables various functions. The dashboard allows the agents to carry out smooth conversations with the customers, without any hassle. 

CallCenterHosting’s Hosted Predictive Dialer comes embedded with a plethora of features. With efficient lead management and improved call connectivity offered by cloud predictive dialer, a steady customer base for the businesses becomes a sheer possibility.