As a manager of a call center you cannot underestimate the importance of predictive dialer software to your operations. This software predicts the probability that one of the agents in your organization is ready to field a call. Based upon a series of algorithms and codes, the software determines which agents are free and available with 95 percent accuracy.
Predictive dialer software uses variables such as the “call connectivity time” of agents to predict how long a particular agent will be on the line with a caller. The software also effectively reduces call agents’ down time by automatically assigning new call. Utilizing this software also lessens the time callers must wait in order to speak with a customer service agent.
Predictive Dialer Software Gives You An Army of Agents, Ready to Go
For outgoing sales calls, the predictive dialer software goes through the numbers in a company’s database and dials them sequentially. It then calculates how to distribute these calls to your agents. Agents are kept busy without ever having to physically dial a number because the software does it all seamlessly. Agents never have to deal with answering machines, disconnected calls or busy signals. They only deal with live customers, greatly increasing their overall call volume.
There are many predictive dialer software programs available, depending on the needs of your call center. Some programs come with basic dialing and call transferring features, while others are packed full of advanced autodialer features such as calling back numbers that previous had busy signals, communicating with answering machines, and sending e-mails and faxes.
Predictive dialer software adds an element of consistency and fairness to your organization. With the software doing automated predictive dialing and handling call distribution, all agents get the same work load. No one is overworked, and everyone in the call center can experience the same level of success.
Predictive Dialer Software Is “Do Not Call” Compliant
In order for telemarketing firms to comply with state and federal “DO NOT CALL” lists, predictive dialer software is programmed to remove telephone numbers of those who unsubscribe from your services. The software can also predict the rate of abandonment (i.e. the rate at which your call center has to let calls go for lack of agents to deal with them). There is a 3-percent abandonment rate ceiling placed by the Federal Trade Commission, so it is vital to have an efficient predictive dialer to monitor such data.
When outfitting your call center it is important to consider the volume of calls you expect to make before you decide on which kind of predictive dialer software you will require. Ensure that the package you purchase will integrate with your database properly and includes the features you need. For example, a feature-rich package can enhance your services by communicating with voice mail and answering machines, in addition to sending emails. This level of functionality will allow to you communicate with customers in a variety of ways and build “top-of-mind” awareness in the minds of your prospective customers.
Predictive dialer software is designed to save your business time and improve the productivity of your call center. Consider using this software in conjunction with hosted dialer solutions to maximize efficiency and reduce overhead as much as possible. In order to keep up with your competition, you should keep abreast of the developments in the field of predictive dialer software.