With the intense pace at which contact centers operate, the efficiency of agents is integral to their success. However, in sales and customer service, the loss of time can be costly. This is where predictive dialing comes into play. Through this automated technology, businesses become more empowered. After all, they boast a host of features that include, but are not limited to, placing calls at optimal moments while filtering obstacles out like busy signals, disconnected calls, and fax machines, among many others.
Predictive dialers like those offered by Convoso can fuel your operational efficiency, consumer satisfaction, and sales while driving the costs down in the process. If you’re still unconvinced, we’ve put together a list of benefits that your contact center can take advantage of with this technology.
1. Smarter and stronger lead management
Many predictive dialers have lead management features that organize sales and lead data, consumer history, and their contact information all in a single place. They can determine the prime times for calls, filter any do-not-call numbers, answering machines, or fax lines to offer the most direct access to the best leads. Additionally, these solutions generally automate and capture every call activity to the customer relationship management software. They even provide valuable KPIs and real-time metrics for better marketing and sales opportunities.
2. Enhanced agent productivity
Predictive dialing solutions free the agents from tedious tasks of manually looking up numbers and calling prospective customers. Instead, they identify when the right time to call is, predict when calls are likely to finish, and dial the following number after. The technology can also provide call blending features. This means that the dialers can work in tandem with the existing ACD or automated calling and distribution system to ensure that all the calls are assigned to the available agents, be it through outbound or inbound channels.
3. Accelerates the sales
The connection to consumers is the key to closing sales. With the use of predictive dialers, the guesswork is effectively eliminated from the equation, and agents are guided to the ideal customers or those likely to make a purchase. In addition, features like callback rules, call recording, call logging, and many other automated processes save the employees’ time. As a result, they’re allowed to concentrate on following the best leads, leading to more sales and significant performance improvements.
4. Lowers the operational costs
While the most notable aspect of predictive dialers is fueling better sales, the lowered costs on the business’s daily operations are equally as appealing. When you get right down to it, the need for calls to be on pricey voice channels is eliminated, and a small number of agents are required to deal with inbound calls. It also puts an end to dead time, leading to lower abandonment rates and reduction in costs while profits improve. The CRM integration also removes the need for additional hardware, keeping expenses low even more.
Predictive dialers are becoming increasingly common in the contact center industry, and for a good reason: they offer features that boost efficiency, improve sales, and lower costs. So if your business still isn’t using it, it’s recommended that you begin incorporating this technological solution into your operations. It will make a difference.