No call center operation wants to be without a predictive dialer. This technology marvel uses sophisticated algorithms to adjust the calling process to the number of agents it anticipates will be available when the calls it places are answered.
Given the frantic pace in today’s call centers, a predictive dialer can be great aid to agent productivity as well as a means to keep customers satisfied. Because a predictive dialer can adjust the call volume to the number of available agents, there’s less likelihood of a customer waiting on hold for an indeterminable amount of time. Nor are agents harried due to a high call volume or because calls are taking longer than usual to handle.
A predictive dialer can be an indeterminable help to a company trying to make a sales or marketing pitch or conduct a survey. The predictive dialer can play a prerecorded message to tell call recipients the reason for the call and pique the recipient’s interest. This way, call agents are spared having to constantly make the same repetitious sales pitch or greeting each time they answer the phone. The predictive dialer frees the agent to further explain details of a company’s product, service, or campaign, enabling him or her to field more urgent customer inquiries.
The predictive dialer also ensures the call handling process is smooth. It anticipates when the place the next call, and synchronizes the agent’s call screen with the call handoff so calls be quickly and efficiently transferred to the agent. And forget about busy signals, answering machines, no answers and disconnects: the algorithms built into a predictive dialer are designed to automatically detect these interruptions and move onto the next call.
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Spencer Chin is a contributing editor for TMCnet. To see more of his articles, please visit his columnist page.