A predictive dialer is one of the important technology tools that outbound call centers use to make sure customers are served in an effective way. How does a predictive dialer work? As the newest generation of phone dialing, a predictive dialer not only makes calls but monitors call length and uses this data to calculate averages. The predictive dialer has another important job, too: ensuring that agents are handed only live calls.
In order to maximize the time of each agent, a predictive dialer is used; it’s a modern technology tool designed to benefit both companies and customers. A predictive dialer results in agents being able to interact with more customers in less time. In this way, a predictive dialer ensures that customer interactions occur in an even more timely manner.
Predictive dialer is part of the larger computer telephony integration system, which encompasses technology at enterprise front end and back end offices. A predictive dialer is vital for any business that calls a large number of clients, but has only a limited amount of time in which to do so. A predictive dialer helps phone agents achieve call volume goals. If a call center wants to increase agent productivity, a key tool to install is a predictive dialer.
Both large and small telemarketing groups can benefit from the power of a predictive dialer. Instead of placing calls themselves, agents leave the dialing to the predictive dialer. A predictive dialer, by anticipating when the place the next call and syncing screen info with call handoff, ensures that there is no delay in transferring calls to agents. A predictive dialer also detects unproductive calls like busy signals, answering machines, no answers and disconnects.
Efficiently and accurately screening out problem calls, and anticipating when agents will be available: this is what a predictive dialer is all about. For an outbound all center, a predictive dialer may be the most important productivity tool available. When average call lengths are shorter, the predictive dialer pulls more lines into use. When average call lengths are longer, the predictive dialer makes calls less often.
Calling is a tedious task; a predictive dialer automates this aspect of outbound call centers, freeing agents for their real job: interacting with customers. With a predictive dialer doing the calling, agents have a level of tedium removed from their jobs, and can work more hours. A side benefit of a predictive dialer is that agent retention rates may go up.
When it comes to the bottom line, a predictive dialer is just what the doctor ordered. Want to ensure that agents talk to more people? Get a predictive dialer. Want to get more leads? Install a predictive dialer. Yes, for outbound calling a predictive dialer is a modern wonder!
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Mae Kowalke previously wrote for Cleveland Magazine in Ohio and The Burlington Free Press in Vermont. To see more of her articles, please visit Mae Kowalke’s columnist page