Why Your Outbound Call Center Will Find Intelligent Auto Dialer Software Invaluable for Campaigns
Output with excellent results matters a lot, especially for call centers. When a contact center takes up an outbound campaign, its reputation and future work depend on various factors. However, the most important factor is just how speedily and effectively its agents can deliver positive leads. Here, the contact center software plays a crucial role. Also, within the software, the intelligent auto dialer software is the gateway to efficiency and productivity.
Benefits of auto dialer software
Automated dialer software can benefit call/contact centers in various ways. It helps to eliminate excessive wait time, misdialing, call drops, and other things that affect operational efficiency. If we simply talk about predictive dialer, it is one of the widely used auto dialers in call centers.
As per a report, the global predictive dialer software market size was valued at USD 1.03 billion in 2020. This number is likely to increase at a compound annual growth rate of 37.0% from 2021 to 2028. This shows that businesses find this software quite beneficial for better management of their call center operations.
Let’s have a look at some of the key benefits of auto dialer for call centers.
Keeping track of agent activity
A vanilla dialer in call center software usually does its work mechanically. These days you can have an intelligent Auto Dialer that monitors and tracks agent activity. For instance, if you have a pool of 15 agents working on a campaign you can assign the dialer the task of monitoring.
The auto dialer software for the call center can easily monitor how much average time each agent spends on each call. Thus, be able to decide to start dialing the next number in the list. Moreover, it can keep the call ready by the time an agent has finished. Monitoring helps the automated outbound call center software to place outbound calls and keep agents busy but not overburdened.
Spread the load
Dialers for call centers help to evenly spread the load between agents. The normal way would be for supervisors to assign a specific number of calls per agent and let them work through the list.
Some will work faster and complete work and then sit idle. Some agents will be slow either due to extended conversations with one target customer or another reason. Intelligent auto dialer software helps to spread the load. It does this by detecting when the agent is about to finish a call and dialing out a number. Once it is connected it goes to the agent if he is free or to someone else who is free.
High connect rates
For agents to convert calls to leads they must get through to people, not answering machines! In the absence of a smart dialer, it is frustrating for agents to manually dial a number. Many times, they end up only finding the number busy or getting an answering machine. Thankfully, smart automated dialer software can do it for you. The dialer for the call center dials a number and detects if it is an answering machine. If yes, then it automatically leaves a text message.
If it is a human being who responds, the agent speaks and possibly converts targets into customers. Gone are the frustration and dissatisfaction that agents experience when they dial and do not get through. As a result, productivity increases threefold. The smart dialer also has an automatic retry configuration. If someone does not respond, it will skip to the next number instead of keeping an agent waiting while it tries to connect. You can also configure the auto dialer software to attempt to contact non-responding numbers after a specified period.
Time it right
One of the worst mistakes made during outbound campaigns or as part of customer service is to call a person at the wrong time. Inevitably, the call will be cut off. Smart auto dialers can be configured with ease to schedule calls at certain times. You can schedule it to dial a number when you assume the target is most likely to listen and respond.
If it is a customer, then such customers will be able to talk at leisure. If it is a potential target, you will receive better attention and response. This likely translates to leads and conversion, which, ultimately, is the goal of call center outbound campaigns.
The VoIP auto dialer software for the call center does not work in isolation. It integrates with an automatic call distributor and skill-based mapping feature of the call center software. With a smart solution like the contact center software from HoduSoft, you have the luxury of agilely adjusting various parameters. It will help to keep outbound calls streaming in a smooth flow while spreading the load evenly across all agents.
HoduCC omnichannel contact center software is built with quicker problem-solving technology which will help to improve your customer journey. With this multi-channel contact center software, customers can easily reach you via their preferred channels. All these things help to boost customer engagement and build stronger relationships.