In the fast-paced modern call center, agents don’t have time to look up a phone number, read information about a lead, and manually dial each digit. It’s time to say goodbye to call center agents spending precious time personally dialing calls — only to have every third attempt result with someone answering the phone.
In a call center, time is money. It’s essential that your organization utilizes its resources to get the best results possible. With a predictive dialer, your agents can be productive and stay at their peak efficiency level.
Predictive dialers use an algorithm to predict the average time it will take for calls to be answered along with which agents will be available, and adjusts the dialing rate appropriately. Incorporating this tool into your call center can help agents screen for busy signals, voicemail, no-answers, and disconnected numbers.
By allowing the dialer to do the work for you, your agents are able to spend their time doing what matters most — connecting with customers. Here are a few of the many ways a predictive dialer software can improve your outbound call center efficiency…
Eliminate Repetitive Tasks
The tedious tasks call center agents are normally required to do, multiple times a day, can be automated to reduce time-consuming repetition.
Without a predictive dialer, outbound call center agents spend ample amounts of time dialing phone numbers, leaving voicemails, and scheduling call-backs. With the elimination of repetitive tasks, agents are able to devote their valuable time to active calls.
Increase Agent Efficiency
Agents are prone to becoming tired and losing steam when they personally dial number after number without successfully reaching someone. Utilizing a predictive dialer can help your team of agents increase their productivity and efficiency.
This can be accomplished when agents receive a steady flow of connected calls with little-to-no downtime. Having a predictive dialing system connect calls and direct each one to the correct agent can also help your employees increase their hourly talk time.
Manage Data Quality
Sorting and managing data can be a time-consuming and ongoing task. Using a predictive dialer can improve data quality by automatically recording customer data — allowing it to be saved and reviewed. These features help outbound call centers understand consumers, analyze campaigns, and review strategies.
Technology is always changing to find ways to improve the functionality of modern call centers. Implementing a predictive dialing system can help your organization keep up with competitors and provide your customers with the best service possible.
TCN’s Predictive Dialer strives to provide its customers with outstanding experiences and takes pride in its quality product and service. Hear what TCN customers have to say:
“TCN was the very best predictive dialer choice for ERI. The true differentiator — TCN’s staff is beyond responsive and helpful, even anticipating our needs as our business has changed and grown. Whether it is presenting enhanced TCN capabilities or supporting us on new regulatory requirements for messages — they take our business very personally.”
— Katherine Bryan, ERI
Request a demo to learn more about how a predictive dialer system can help streamline your agent reporting like never before.