The effectiveness of a call center depends on a single vital factor: its agents' productivity. When the employees are happy with their job, they can deliver excellent customer service because they feel motivated and fulfilled.
Call centers are often considered cost centers and often critically assessed primarily for their output, especially the cost per contact. However, because it is results-oriented, the call center industry is one of the most demanding and competitive industries to work in today. Overall, ensuring agent productivity is challenging and often an overwhelming job for call center managers.
But making some adjustments on how to run the call center, and employing essential productivity tools like predictive dialers from contact center platform creators such as Convoso, can increase agent engagement. In addition, providing agents with the right tools to increase their productivity and improve their efficiency will surely intensify their motivation.
If the call center relies on cold calling for sales, a predictive dialer is one of the critical tools that the center should deploy. Predictive dialers can help improve efficiency and increase customer conversions. It is easier to outpace the competition with predictive dialers. The predictive dialing system does not allow lengthy downtimes between calls, maximizing an agent's performance and output. It's an intelligent system that anticipates the agents who will be free or nearing the end of their calls, ensuring each agent will have calls to attend to during their entire shift.
A call center has to prove to its client that it can maintain its promised output. Thus, using a system that will increase productivity is vital to its operations. For a modern call center that relies on technology, using predictive dialers is a must.
Intelligent call assignment minimizes downtime. A call center's conversion rates and productivity rely on innovative call assignments. In addition, a predictive dialing system prevents duplicate calling, as this not only wastes time but heightens the risk of annoying prospective customers.
The system can access all the phone numbers of prospects that you include in the lead sheet for the day. It automatically removes the completed calls, ensuring that there are no duplicate calls. As the name suggests, it predicts the call assignment before the agent picks up the next call, using its features to assess when an agent is about to end the call. Before the agent completes the ongoing call in a few seconds, the dialer is already calling the next number. Immediately after the call ends, the new lead will be available.
A predictive dialing system is primarily used for outgoing calls, but they are also effective for call centers that handle incoming and outgoing calls. When customers call, they are put in a queue. When an agent becomes free, the dialer will direct the call to the agent. The customer will not even notice a delay between the time of the incoming call and the connection to the agent. They do not have to wait for someone to attend to their call, which is one of the most annoying situations when calling customer support.
In the blended call center setup, training the agents to handle incoming and outgoing calls is essential. It's one way to improve efficiency, with the agents understanding both tasks and ensuring that each agent is productive.
When purchasing predictive dialers, it will be more beneficial to your call center if you find one that will merge with your current database apps and CRM. The seamless integration will make it simpler for the agents to unlock the potential of idle leads and convert them.
Integrating the predictive dialer system with your CRM can provide vital information to your call center agents. This includes demographics, the location of the callers, and the customer's purchase history. Additionally, they can see other agents' past interactions with the leads.
When your call center does not use a predictive dialing system, there are a lot of repetitive tasks. The usual activities consist of checking phone numbers from the list, making a call, and perusing the prospect's information. Each step consumes time, which can amount to a few hours throughout the day. They can use those precious minutes more effectively. Using a predictive dialing system can utilize those unproductive minutes to convert a customer. As the system takes care of sorting and dialing, the repetitive tasks are eliminated. Thus, increasing the agents' efficiency and productivity. They focus their attention on ensuring that they can convert the leads into customers.
If your call center still runs traditionally with operators distributing calls to agents and your infrastructure still consists of PBX systems and several landlines. It's safe to assume that your operational costs are on the high side.
Investing in a more current call center setup and excellent calling system, you'll be more competitive and will have the potential to improve your bottom line. Plus, using predictive dialers helps you do away with unnecessary expenses. You can still use your current communication network, and you may not need to buy new hardware by selecting a cloud-based solution.
The FTC requires call centers to abide by several rules, particularly in protecting consumers from scams and unwanted calls. The system already eliminates blocked phone numbers with a predictive dialer. This leaves only active leads on the list. As a result, you comply with regulations and enhance the reputation of your establishment. At the same time, you avoid the excessive fines that regulating bodies charge companies violating existing rules.
If you want to improve your center's efficiency and productivity, use a predictive dialer system. This provides an automatic dialing system that eliminates errors, reduces idle time, and removes repetitive tasks. The system creates an ideal working setup. thus allowing agents to concentrate on making their sales pitch. Which then makes converting a responsive lead easier. The proper integration, training, and adjustment in the system's features can even improve the operation of a blended call center.