Performance is central to retaining clients. In our modern age where everything from ticketing systems to call centres are digitized, client expectations have risen through the roof.
The parameters of judging positive call centre action have changed. The success of a sales campaign is measured not just by end results but by daily and collective productivity. In fact, it’s widely believed that streamlined regular productive efforts result in the desired sales outcome.
In call centres, performance depends not just on the workforce but also on the infrastructural structure.
Experts are of the opinion that predictive dialer technology helps accelerate individual and team productivity at call centres.
Clients outsourcing projects through call centres and sales organizations regularly scale involved personnel’s performance. It’s a primary factor in strengthening client relationships and renewing projects. But if you still follow the old-fashioned manual dialling process, you might be losing clients.
Manual Dialing wastes time
Call centres and sales organizations have been around for a long time.
Back in the 1970s, call centre employees would get a list of numbers they’d call manually or through ACD and pitch products. Recently, certain technological developments changed the landscape forever.
Now there are smart dialer systems, not of one type but many. It’s fairly easy to set up a call centre with really simple infrastructural setup through cloud solutions.
Earlier, with manual dialling, call centres and sales organisations faced a drawback: they couldn’t speed up the dialling system thus entertained fewer calls a day.
Employees spend a lot of time manually dialling the numbers and more often than not, some of the numbers end up as dead-ends with voice mail responses and no answers. After minutes of frustration and waiting, the call is connected and the employee is ready to speak with the customers.
This time could be saved by auto-dialling systems that help in cutting back on the calls to numbers with voicemail responses or unreachable numbers.
There’s also an inconsistency of calls in manual dialling. Moreover, the manual process often leads to confusion and duplication during calls.
Collectively, this impedes performance and productivity.
The time that is spent in dialling manually and reaching numbers that are out of reach or connected with voicemails could be used to speak with numbers with live conversations.
Predictive/Progressive Dialer: Peak Performance and High Client Retention
There are plenty of modern features of predictive/progressive dialling and cloud systems that help multiply performance:
Smart Call Allocation
The biggest advantage to cloud-hosted predictive dialers is that the system intelligently assigns calls to agents who are available. These dialer systems don’t concentrate on a specific agent nor do they wait for an agent to get free to allocate another call to him/her. The system balances the calls as per the number of agents working on the process and assigns the calls depending on availability.
All in one solution
The system comes with a plethora of elements that smoothen the sales process. Sales representatives don’t have to use a separate recording system or an additional email tool. Everything is built-in including a separate mini CRM. These integration capabilities of the system help the representatives in organizing and managing relevant customer database well and in one place.
Better Efficiency Levels
Predictive Cloud Dialer systems come with integrated scripts, call recording, email, interactive voice response systems, etc. These built-in applications and tools help in maximising team efficiency by helping the personnel polish their skills with modern applications.
Moreover, managers and team leads can monitor individual agent performance and recommend strategies to overcome recorded issues.
Call Queue Management
Predictive and progressive dialer systems let agents define caller queues and put advanced features to use. This especially helps when there are no agents available to answer a call.
The advanced features of predictive and progressive dialer systems help retain clients by improving performance and delivering more without the extra costs.
Predictive Dialer systems and ROI
Every client focuses on return on investment to measure the success of their campaign. Predictive and progressive dialer systems help increase the ROI by initiating automation of the workflow in call centres and sales organisations.
The biggest advantage that predictive dialers offer is that they ramp up the total number of calls made every day reducing idle time. These systems enhance the speed of connecting and dialling. Here’s how they grow the revenue:
More Right Party Contacts (RPCs)/Hour
There are two ways through which the predictive dialer system proves to be a better choice compared to manual dialling or automatic call distributors:
It dials the numbers quite fast, faster than a human and old technology. And, predictive dialer only connects agents once the line has been answered.
High call volumes translate into increased productivity that lets the call centre reach more people with a smaller workforce.
Minimal Idle Time
Predictive dialers don’t just call back to back. They use algorithms to figure out how long an average conversation with the prospective clients takes. Depending on the metrics, the dialer starts dialling the next number.
This means, when the agent is on the call and is about to wrap up, the dialer already dials the number and the agent gets the call when he’s ready to answer. There is no time spent in waiting for the person on the other line to answer the call.
This helps in reducing idle time and maximise efficiency.
More Live Conversations
What’s really commendable about predictive dialers is that they help enhance the rate of live conversations.
While older systems focus on connecting agents as the number is dialled, a predictive dialer only connects an agent once there is a live party answering on the other end. So, this helps in boosting live conversations.
Experts have stated that unique human interaction helps increase job satisfaction thus lowering turnover rate.
Another praiseworthy advantage of predictive systems is that it lowers abandonment rate on incoming calls by minimizing wait time.
In simpler words, agents find it easy to perform when they have automatic systems that make their task of connecting with prospective customers easy. Predictive dialer not only helps agents answer maximum calls but the inbuilt tools also remove the need for any additional email tool or CRM, putting everything in one place for the agent.
This enhances overall performance, lead generation, productivity and client retention.