Five most beneficial advantages
of Autodialer for the Call
Centres
The outbound call center make use of multiple campaign for several processing like:
· Lead generating cold calls
· Nurturing and following up with inbound lead
· Marketing research
· Survey
And manual calling can’t fulfil such competitive
targets. The agents that choose manual calling finally end up having a talk
period of 10-15 min per hour as a lot of time is wasted while doing certain
unproductive repetitive tasks like:
· Dialling the contacts manually and disposing off
the calls
· facing the situations of
i.
busy signal/calls
ii.
answering machine
iii.
disconnected call
Thus, autodialer is commercially
and operationally viable and efficient for call centers as it boosts up the
agent’s productivity rate by 200-300% by:
· Increasing proportionality of the talk time (per
hour)
· Reducing the wastage of time (idle time)
For different outbound
dialling processing there is an availability of different types of autodialers,
thus bringing about individual benefit for the operations at call center.
For example:
1) Predictive Dialers: They help call centers in
reducing the idle time of agents to a greater extend
2) Progressive Dialers: They can improve the agent
productivity manifold by increasing the talk time for agents
3) Preview Dialers: It helps to enable the call
centers to improve over the conversion rates of its complex inside processing for
sales
Benefits of Autodialer over
the manual dialing process:
ü Improvement in operational efficiencies:
Use
of autodialer means: No manual dailing process. Autodialling helps in the
elimination of many call constraint like:
A. Excessive wait time
B. Call drop
C. Misdialling
Autodialer
ensures that the call connected are the only ones to be transferred to the
agents, as they are able to defect busy lines/signals, non-serviceable number
and voice mails – thus remarkably increasing the ration of call connect. More
connected call result in improvement in operational effectivity and
productivity of higher agents.
ü Reducing the idle time:
Since
in manual calling the agents have to wait till a call gets connected thus it
leads to a higher idle time for the agents. For every manual call an agent
wastes time over:
A. Answering machine
B. Facing of disconnected call
C. Listening to the busy tone
The
dialer system is enabled by autodialer to recognize such elements and skip the
calls where any of these time consuming signals get identified. Predictive
autodialers are very effective for minimizing the idle time since it makes sure
that only the call that get answered are routed to agents. Thus, allowing them for
attending more calls (per hour) and save their time
ü Increase in the talk time of agents:
It
is one of the most important advantages of the auto dialling software. With
improved ratio of connected calls and decrease in the idle time – the agents
are able to focus on more time usage on calls with the customers. This can
increase the talk time rate from 15-20min (per hour) to a limit of 40-50
min(per hour).Progressive dialers are the dialling software that increase the
leading to better quality customers, their engagement and high productivity and
morale.
ü Better ratio in lead conversions:
When
the use of an intelligent and efficient autodialer is taken for a inside sales
processing which are complex and involve the high value lead – bringing the agility
to Outbound call processes. The autodialers like the preview dialer:
A. provide quick snapshots of contact details of the
customers before dialling calls
B. Helping the agent in preparation before the calls
are connected
C. If prior information is at disposal for agents,
then:
i.
He/she can drive personalized
conversations
ii.
Helps in engaging
the prospects
iii.
Creates an
increase in significant chance of lead conversions
ü Real time reporting and monitoring:
Autodialer
system helps to provide insight in operations of the call centers and activity
of agents through dashboards and customized reports. Real time dashboard create
improvement in the decision making of call center managers and helps in taking
quick action in improving the identification of the problems in real time.
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