For contact centers that are in the field of outbound sales, it makes sense to employ an outbound predictive dialer. They make work easier, faster, and more efficient for agents and more profitable for business - a real win-win situation for your company. However, choosing the right software can be tricky.
At ChaseData, we want you to feel confident when you invest in technology for your business. Here, we’ll examine some key ways to know you’re getting the best outbound predictive dialer for your call center’s needs - and where to find it!
What Does an Outbound Predictive Dialer Do?
Before choosing the right auto dialer for your facility, it might be in your best interest to learn more about what a predictive dialer really does.
An outbound predictive dialer is an automatic telephone dialer that dials several phone numbers at once, significantly cutting down on the time it takes to connect agents to consumers. This is great for outbound contact centers where a large number of calls need to be made at a time. If this sounds like a need you have at your facility, consider employing these dialers to make life easier for your agents and more profitable for your company.
Learning on the Fly
One of the great things about outbound predictive dialers today is that they incorporate machine learning to constantly update the listings of numbers being pulled to make connections to keep agents engaged and on calls at all times. This means:
- Skipping over busy signals, bad connections, incorrect numbers, fax machines, lines that go unanswered and more.
- Using previous calls as a guide for which numbers to connect specific agents to for maximum engagement potential.
- Adjusting the dialing rate, so agents are always working but are never overwhelmed.
- Making over one hundred calls every hour per agent, with the use of these dialers.
Time to Choose
Now that you see how beneficial these automated dialer programs can be, it’s easy to see why so many contact centers rely on them so heavily. But which of these programs is right for your center? Finding the right functionalities for your needs is the key to selecting the right program. Here’s how to select one:
Potential for Pace Algorithm Customization
Contact center agent idle time is the enemy of productivity. However, overloading your agents with blankets of calls that they can’t handle isn’t an effective approach, either. A better way to get more out of your current staff is to give them the right amount of work - and give it to them at a pace they can handle.
Smarter technology is the best path to success for this. Using algorithms that understand which agents are currently available and balance that information with how well those agents would likely be able to meet the individual needs of specific callers is a recipe for customer service and sales success. Once the connection has been made by the outbound predictive dialer, it can be handed off to the agent who will be most likely to close the sale and bring home the win for the whole company!
Understandable Call Dispositions
Terminology is very important in a detail-oriented business like that of the contact center. Agents have a lot of information to work with and process every day, and understanding industry-specific terms is just part of that process. Making those terms easy to understand and consistent is one way to make things easier for agents - and make those agents more productive.
When it comes to calls in an outbound call center, these terms are referred to as dispositions. These refer to the outcomes of calls and are important indicators of what action needs to be taken - of any - after a call is completed. These may include:
- Call initiated
- Busy signal
- Answering machine
- Call back later
- Issue resolved, and more
A good outbound predictive dialer program includes clear, easy-to-read call dispositions that help supervisory staff take stock of the outcomes of calls and make sense of this information for future use.
Detection of Answering Machines
Have you ever heard someone pick up the phone and began speaking, only to find out after a few seconds that you’ve been speaking to an answering machine? Imagine that feeling, except that wasted conversation is also wasted workplace productivity.
With answering machine detection, this won’t happen to your agents. When they make a connection with a contact - either live or with a prerecorded message - the software will immediately be able to determine whether they have encountered a live person or a voicemail or answering machine service. This will prevent wasted time and energy - and keep your team productive and profitable, down to the last second!
Management for Multiple Campaigns
In many outbound call centers, it is not uncommon to need to manage multiple several call campaigns at one time. When this happens, it can be difficult to keep track of the many details of each campaign and manage them properly - especially if you don’t have the appropriate technology on your side.
Thankfully, a good outbound predictive dialer lends itself well to this purpose. It supports multiple campaigns without compromise and allows agents to seamlessly access and manage all the necessary information from a single interface. This makes moving between campaign as necessary easier - and the job of your agents simpler. With the right technology, control is in your hands!
When you’re ready to equip your call center with the perfect outbound predictive dialer, contact the industry experts at ChaseData. We have the tools and technology your contact center needs to stay one step ahead of the competition - and become a trendsetter in your field. Let us help you create a plan for how our technology can help you today! Get in touch to learn more!