Manual Calling VS Autodialer
Autodialer
– What is autodialer? And why is it something that should be used by you?
If you are a part
of a call centre business, then this technology is certainly something that you
should know about. You should learn about it and get comfortable with its working
as this service will provide you with unlimited benefits and will improve your
call centre work performance.
It’s extremely
basic to understand dialling using the autodialer. It consists of a calling
unit that works automatically to dial contact numbers and then moves on to SMS
or verbal messages. This kind of technology decreases the agent’s responsibilities
that would have otherwise been loaded with many needless tasks and thus helping
them to focus on their main work i.e. generation of leads.
Manual Calling
takes a lot of time in call centres. If the agents use manual calling, then
they have to spend a lot of time in:
·
Reviewing the
computer terminal screen or paper record
·
In selection of
the person to be called
·
Remembering the calls
that were not attended in the first attempt/making a record of it and then
calling them later on
·
Updating of
records after each of the calls
Thus, we see that
on using manual calling the agent’s focus shifts to prospects and not over the
calls. This causes a negative impact on the transactions by revenue and number and
leads to agent’s frustration and burns them out.
We can see that
the auto dialers are outbound calling’s most effective form. The reason for it is:
·
The incorporating
of double or more of the phone line
·
An algorithm on dialling
that is able to anticipate the availability of the agent
·
A call processor
that makes a call ready for its transfer to the available agents
With the use of
autodialers the agents will be able to focus more on the calls, rather than
concentrating on:
·
Manual dialling
of calls
·
Waiting for the
calls to get through
·
Hanging up on
busy signal/answering machine
Auto dialers are an excellent example for computer telephone
integration (CTI: New-Alerts). You can use: a modem, software > > Can
programme a computer to dial a certain list of contact numbers automatically.
Depending over the sophistication of the software a computer will be able to
detect if a live person is answering the call and then it will hand over the
call to the human operator. It can also be programmed for:
ü playing recorded messages
ü Leaving a message over the answering
machines
ü Provide menu/options to customer that answers
the call
All centres will find an autodialer useful – they also have benefits
beyond selling.
For other divisions of work autodialer can work as:
1. Alerting students and parents about unexpected
closures (use for school)
2. Doctors can use it to remind their senior
citizen patients about their appointments/medications
3. Political use: dialling to thousands of the
residents for the participation to the town hall telephone.
Autodialer is not just about marketing – it is about those who need to
handle large number of people with less efforts.
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