If your employees are still manually dialing their telephones to contact customers, you're not driving maximum revenues per agent. Predictive Dialers have been used in world-class businesses for years to increase sales, live contacts, or collections – anywhere from 150% to 300%.
Predictive dialer, an automatic telephone dialing system that dials from a list of numbers and turns the call over to an agent when a human responds. It increases productivity in a call center, because the agents can spend their time talking rather than waiting for calls to go through as well as hanging up on busy signals and answering machines. The couple of seconds of pause you often hear when you answer a call from a telemarketer is the time it takes for the system to determine that you are a live person.
Predictive Dialers help in doubling the sales per hour per agent. A 50% increase in sales could give a 100% increase in profits.
The system predicts when agents will finish the current call, and the system will dial out another phone line while agents are still talking to customers. The phone call is passed to an agent instantly after a customer picks up the phone. It takes 30 seconds to manually dial a phone number and let it ring four times. If the customer doesn't answer the agent has to remember this and call the customer later.
But with a dialer, detection of disconnected phone numbers, or fax machines and passing only live calls saves a lot of agent’s time. The system allows the agent to talk to at least two people in the same time it takes to manually dial and reach one person and agent productivity increases by 150% to 400%.
Predictive Dialers help in saving management time too. The program maintains do not call lists, organizes data like sales, leads, call-backs etc. This can help agents to decide which times of day work best to call, finding the best lead etc.
Predictive Dialers help control leads. Once a number has been called by the system, it will remember what time the call was placed, outcome of the call, and will not call the customer again until asked to.
Predictive Dialers give a real-time feedback and the manager can monitor and maintain optimum performance and productivity.
The real-time displays give information about inbound queues, current status and statistics, dialer statistics, and list performance. It helps to identify agents who have exceeded preset goals, monitor and train an agent for immediate corrective action and feedback.
Predictive dialing removes the remedial tasks of manual dialing and frustration on not achieving the target calls and figures. It boosts the agent morale.
Most companies experience return of investment within six to twelve months.
Typical Features
Features of a hosted predictive dialer are generally derived from the hardware versions.
Outbound Calling
• Call List Management
• Answering Machine Detection
• VoIP/PSTN Blending
• Screen Pops Support
• Automated Caller ID
• Agent Worksheets and Scripts
Compliance
• Do-Not-Call Support
• Abandon Rate Management
• Call Recording and Playback
Agent Productivity
• Multi-Party Call Conferencing
• Call Transfer
• Call-Back Scheduling
• Session History
• Customer Lookups
• Remote Agent Support
• Agent Customization
• Live Internal Chat
Quality Management
• Training Mode
• Agent Monitoring
• ACD Status
• Agent & Campaign Statistics
• Performance Statistics
Reporting
• Call Log Reporting
• Campaign Reporting
• List Performance Reporting
• Agent Performance Reporting
• Disposition / Call Completion Reporting
Posted by: Sales & Marketing Team
Call Centers India Inc.
http://www.callcentersindia.com/
Predictive dialer, an automatic telephone dialing system that dials from a list of numbers and turns the call over to an agent when a human responds. It increases productivity in a call center, because the agents can spend their time talking rather than waiting for calls to go through as well as hanging up on busy signals and answering machines. The couple of seconds of pause you often hear when you answer a call from a telemarketer is the time it takes for the system to determine that you are a live person.
Predictive Dialers help in doubling the sales per hour per agent. A 50% increase in sales could give a 100% increase in profits.
The system predicts when agents will finish the current call, and the system will dial out another phone line while agents are still talking to customers. The phone call is passed to an agent instantly after a customer picks up the phone. It takes 30 seconds to manually dial a phone number and let it ring four times. If the customer doesn't answer the agent has to remember this and call the customer later.
But with a dialer, detection of disconnected phone numbers, or fax machines and passing only live calls saves a lot of agent’s time. The system allows the agent to talk to at least two people in the same time it takes to manually dial and reach one person and agent productivity increases by 150% to 400%.
Predictive Dialers help in saving management time too. The program maintains do not call lists, organizes data like sales, leads, call-backs etc. This can help agents to decide which times of day work best to call, finding the best lead etc.
Predictive Dialers help control leads. Once a number has been called by the system, it will remember what time the call was placed, outcome of the call, and will not call the customer again until asked to.
Predictive Dialers give a real-time feedback and the manager can monitor and maintain optimum performance and productivity.
The real-time displays give information about inbound queues, current status and statistics, dialer statistics, and list performance. It helps to identify agents who have exceeded preset goals, monitor and train an agent for immediate corrective action and feedback.
Predictive dialing removes the remedial tasks of manual dialing and frustration on not achieving the target calls and figures. It boosts the agent morale.
Most companies experience return of investment within six to twelve months.
Typical Features
Features of a hosted predictive dialer are generally derived from the hardware versions.
Outbound Calling
• Call List Management
• Answering Machine Detection
• VoIP/PSTN Blending
• Screen Pops Support
• Automated Caller ID
• Agent Worksheets and Scripts
Compliance
• Do-Not-Call Support
• Abandon Rate Management
• Call Recording and Playback
Agent Productivity
• Multi-Party Call Conferencing
• Call Transfer
• Call-Back Scheduling
• Session History
• Customer Lookups
• Remote Agent Support
• Agent Customization
• Live Internal Chat
Quality Management
• Training Mode
• Agent Monitoring
• ACD Status
• Agent & Campaign Statistics
• Performance Statistics
Reporting
• Call Log Reporting
• Campaign Reporting
• List Performance Reporting
• Agent Performance Reporting
• Disposition / Call Completion Reporting
Posted by: Sales & Marketing Team
Call Centers India Inc.
http://www.callcentersindia.com/
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