In the previous blog, we discussed how call centers can boost their sales with a hosted predictive dialer. Hosted predictive dialers have already proved their potential in the call center environment.
Higher productivity and better efficiency have always been the results of predictive dialers, which is one of the important reasons that make them the most sought-after tool for outbound calling.
But the utilities of predictive dialers not only stop at higher productivity, sales or efficiency. They also help in saving time and money in the call center environment. Let’s understand the specific benefits of a predictive dialer in terms of a savior of time and money in call centers.
Intelligent Call Distribution
Hosted predictive dialers come with intelligent call distribution and they help in making the most out of the availability of agents. In this way, the agents don’t have to wait for the calls to get connected and agent downtime is reduced substantially.
So, predictive dialers save a lot of time while distributing the connected calls to the available agents, immediately.
For the inbound call center environment, the most important thing is to lead the customers to the best possible solutions costing the minimum of their time. In this context, skill-based routing saves a lot of time for the customers as well as the agents.
So, as soon as the customers are led to the best agent the idea of delivering the most appropriate solution becomes a higher possibility. In the lesser time, the agents get the best possible solution. Customer getting a satisfactory answer in the least time invested ensures a much higher productivity.
The predictive dialers easily integrate with CRM software such as Salesforce and this makes every needed information handy for the agents. The information further helps in speed up customer support in a much effective way.
Also, a CRM integrated dialer helps the agents to immediately understand the issues related to the customer problem because of all the previous calls and issues already there in the CRM.
When the agent has already spoken to the customer before, a personalized customer support becomes highly possible because of the CRM. All the details and call history help in making the most out of every new call. Also, the automatic updates keep the information up to date.
The predictive dialers come with the benefit of sales acceleration and the biggest advantage is, it helps the agents to streamline the whole process and it take the agents to the best potential customers.
Features like call logging, call back, call recording work automatically and they help in saving the agent’s time, substantially and agents can easily focus on closing the call on a positive note.
Major Benefits in Lower Costs
The major benefits of predictive dialers come at much lower cost. Another major advantage is, the predictive dialers don’t have to do any rigorous task to connect with the promising customers.
Predictive dialer ensures that it gets more number of customer connection in the much lesser time and effort, it means that the ratio of calls connected to the number of outbound calls placed are always high. And this property itself saves time and money at a call center.
Embedded Softphone with Call Controls
The embedded softphone with call controls in the predictive dialer just enhances its utilities many folds. The agents can easily control all the call related activities with ease and intelligence. The predictive dialer interface comes with many such options to control the calls.
The user-friendliness saves a lot of time for agents because they don’t have to fumble for the options while looking for ways to help the customers.
The various features of predictive dialer make it a complete solution in terms of maintaining a successful business communication with the customers.
The overall benefits of a predictive dialer lie in the ease and aid that it provides to the outbound calling. The agents become more efficient in this way ensuring much better results. In addition to this, a predictive dialer is just one tool that affects and expedites all the processes in a call center by saving time and money, substantially.
In the next blog of this blog series, we will see, “Five things to consider before buying a predictive dialer” – a brief checklist of the most essentials for call centers.