4 Reasons Why You Need a Predictive Dialer

Automation in your call center is all the rage right now, right? It seems every company is shouting things like “Improve with Automation,” — which sounds great, but that’s extremely vague. Of course, we all want to improve, and if automation can help us do that, that’s wonderful. But we need more — more information, more direction and more tools — to help us accomplish our goals.

Well, let’s dive into just one of the call center automation solutions that can help you improve your operations and efficiency — meet Predictive Dialer. A predictive dialer solution is a tool that takes into account how many agents are on calls, are available and who will soon be available, then places calls accordingly to help keep agents productive. Sounds helpful, right? 

Well, just in case you’re still not entirely convinced, take a look at four reasons you need to implement a predictive dialer in your call center.

1. Instant connections with customers

A predictive dialing tool dials phone numbers and connects answered calls, and only answered calls, to agents instantly. It helps field any unanswered calls, busy signals or voicemails and only connects to an available agent when the call is answered — helping eliminate downtime and avoid dead ends.

2. Let’s keep things flexible

In a call center that’s constantly moving and changing, you need tools that can adapt to your needs. Whether you have a simple or complex campaign, a predictive dialer streamlines productivity and keeps agents on the phone. Administrators can set up new hunt groups, call agents and campaigns within minutes to keep up with changes and the predictive dialer won’t skip a beat.

3. Keep clear of compliance complications

Compliance regulations have continued to be enforced in call centers concerning what you can or cannot say in voicemails, having consumers speak to a live agent and how quickly a call connects to someone on the other end. A predictive dialer helps keep your call center compliance in check with these regulations.

4. How do I set up a campaign with a predictive dialer?

Setting up a campaign might sound daunting, but it can be done easily in just a few steps! TCN’s Predictive Dialer is designed to be intuitive and easy to use (but if you need any help or have questions, just reach out to the 24/7 support team).

When starting a campaign to use with Predictive Dialer, begin by uploading a list to the secure contact manager. Next, you’ll map the data and contact list with names, account numbers and emails — the more information mapped, the better. And it’s as simple as that. Agents logged into the system will instantly begin receiving calls from the predictive dialer tool. 

A solution that’s easy to use and implement is the obvious choice for helping improve your call center. Don’t just take it from me; see what a TCN client has to say about the solution.

“TCN was the very best predictive dialer choice for [our company] because of the feature-to-value ratio. They have exactly what we need at a reasonable price. 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.”

Rae Lockard
Access Receivables Management

TCN has a whole platform of call center tools that help improve operations, automate tasks and increase productivity. Request a demo today to find out what tools can boost your call center.