(via Live Connect)
Call center managers strive to reach as many prospects as they can, whether they need their agents to make a sale or collect a bill. Even in small call centers, agents can only reach so many people every hour. This is where predictive dialers come into play.
What Is Predictive Dialing?
Predictive dialers automate the entire process of outdialing. Agents only get the calls when an actual human answers the phone. There are many other types of automated dial, but predictive dialing is clearly the most powerful of them all. They have the ability to differentiate between an actual live human voice and a voice on an answering machine.
Benefits of Predictive Dial for Call Centers
Here are some benefits of predictive dialing systems in call centers:
Improved Call Center Management
A manager can get statistics regarding how each agent is performing, and all in real-time.
Increased Reach & Efficiency
Predictive dialing allows the adjustment of the balance of agents from one list to another.
Fully Automated Outbound Calling
Multiple inbound and outbound campaigns can be run, and automatic callbacks can be scheduled.
Reduced Agent Burnout and Turnover
The dialer makes sure that an agent’s only calls to deal with are the ones with a live customer on the other end. Time talking on the phone is doubled.
As you can see, predictive dialing is a revolutionary tool in the outbound call center!
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