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CALL CENTER DIALER

A call dialer is an application that automates the process of dialing numbers in call centers. Unlike manual dialing, it automatically dials the phone numbers pertaining to a selected list of contacts on behalf of the agents. A call center dialer, also known as an outbound dialer, connects the customer to either an IVR or to a live call center representative, thereby increasing the call connect ratio and agent talk time. The right dialer software for the call center is much more than just an automatic dialing solution, as it brings intelligence and analytical insights to the outbound calling process to enhance call center efficiency and improve agent productivity.

How Predictive Dialing Works?

Predictive dialing employs a dialing engine based on an algorithm that kicks off automatic outbound calls for a specific campaign in the background for call center agents before connecting the live calls to the agents.
  • The predictive dialing engine starts dialing numbers for a list of contacts in specific campaigns.
  • Dialing algorithm based on various factors like average call length, nature of calls, time of day, and agent availability adjusts outbound dialing rate in real-time.
  • The call center manager can also tune the various dialing algorithm parameters for a customized call pacing rate depending upon the requirement.
  • All the answered calls are routed to agents and the remaining are again automatically scheduled for retry at a later interval.

LEAD GENERATION

Phone is still the most widely used channel for sales development and companies use cold calling as a strategy to generate leads in both (B2B and B2C) scenarios. The more the number of prospects being reached, the higher the lead generation rate.

LEAD CONVERSION

In today’s digital times, businesses are exploring various digital channels as well to generate leads, and these web leads are then reached out via phone for further qualification, nurturing, and closure. Lead response time is a crucial factor in determining the lead conversion rate.

UP-SELL & CROSS SELL

An integrated outbound dialer allows the agent to have contextual conversations as all the relevant customer data is available using CTI and CRM integration. At the same time, the agents can update customer details in real-time and the same will be pushed to the CRM. This increases sales conversions.

PROMOTIONS & SURVEEYS

Every business needs to promote its offerings to existing and prospective customers for better Sales. And also for improving their products and services, they need feedback from their customer base. A robust call center dialer helps to reach out to a vast customer base efficiently and quickly.

CALL CENTER DIALER
A predictive dialer is an outbound dialer system that automatically dials numbers from a contact list and as soon as the call connects, the call dialer routes them to an available agent to take the interaction forward. Predictive dialer saves agents time by screening busy signals, voicemails, unanswered calls, and disconnected numbers. As the name suggests, the predictive dialer has an inbuilt algorithm to predict when the next call should be placed. It analyzes when agents will be free to take the next call based on historical call pattern and then dial numbers on the agent’s behalf.

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