Owing to the huge number of data involved, a seemingly insignificant amount of inefficiency by a sales rep could result in enormous losses for a contact center. So it is important to get your workforce regulated in terms of technical adequacy and soft-skilled efficiency, for the latter we have written a series of blogs for which you can check out our workforce enablement series here.
But those are the nontechnical part of the scaling that is supposed to be done, along with that one needs to have the best technical support and marketing tools too. No business can keep thriving without the balance of both of these tools.
Back in the 90s, several companies suffered from low efficiency even though their agents were constantly on calls; there was also a lot of wastage of time and resources due to call waiting and manual dialing. Predictive dialers were solely responsible for revolutionising the industry. Even though it came with its good share of technical glitches; nonetheless, it produced results – scalable and significant results. With the 2nd millennium, predictive dialers stole the market share, and companies were able to go miles ahead.
On a particular day, the amount of time spent by each sales rep on calls, divided by their respective downtimes, will give you their performance trajectory, the mean of all these trajectories can give you the efficiency of the contact centre, predictive dialer calculates and optimises functionality accordingly.
Given under are the reasons why you should have a predictive dialer in your marketing suite
1.It is cost effective and hassle-free, it plugs in all the troughs that occur in a contact centre. It cuts down the downtime and lets companies invest their time and resources elsewhere. A predictive dialer is an all-inclusive outbound solution that suffices every marketing need and makes the outbound solutions more result oriented. Predictive dialer makes sure that no customer base remains untapped and no marketing resources are wasted in reaching for no-answers, busy signals, voicemail, and disconnected numbers.
2.To elaborate the above point further, predictive dialer uses algorithms to summarise the exact time an agent should take finishing up with a call and then dial another. Thus predictive dialers supply agents with a steady stream of calls with little-to-no downtime.
E.g., manually dialing a number can take 30 seconds. And only one 1/4th of all the calls made might get answered. But predictive dialers can calculate the median length of a call and the median number of calls it takes to make a connection and then enhances dialing to enable agents to move from one call to the next seamlessly.
3.It has a hassle-free setup, and after being set up, costs zero to very less dollar on the business side. Several maintenance issues including security, implementation of ass-on, agent flexibility, accommodating the changing customer data, in a nutshell, both the potential hardware and software problems are taken care of by the service provider.
4.Predictive dialer can be tailored according to the needs of the institution. A start-up or SMB could start with the basic call distribution and dailing functions. As the company grows, one can incorporate upgrades, without changing the existing technological elements. Businesses may choose to blend applications like IVR, campaign management, call interceptors, advanced recording and computer telephony integration, to name a few.
We at LeadsRain proffer you with Cloud Predictive Dialer services that will help you contact your leads effortlessly, saving you precious time and money. To know about the what , how and why of us you can visit our website here.