Do you know which aspect is most significant for the telemarketing companies? If no, the answer is ‘Time’.
As far as business is concerned, every single minute is an opportunity to generate more revenue. Therefore, most of the business owners try to make maximum profit at the end of the day.
For the same reason, BPO firms get approached as they know how to bring the best results on the table for the business.
With the time, the significance of predictive diallers has been increased. Because these have eradicated all the hassle of the manual dialing and revolutionized the technique that call centres have been using while running the marketing campaigns.
A predictive dialler is an outbound calling system, which automatically makes a call from the list of customer’s contact number. This not only saves agent’s valuable time but also minimizes the rate of unanswered calls.
Have a look at the following reasons that will explain why telemarketing or advertising companies cannot ignore the influence of predictive diallers:
Stronger lead management
Predictive diallers can be integrated with ‘Lead Management Software’. For those who don’t know, lead management is a process to increase sales by combining the tools with techniques.
Predictive diallers always help the agents to reach the potential customers by skipping the 'Do Not Call' numbers and other unqualified numbers from the dialing list.
Moreover, predictive diallers help in organizing the sales information, lead data, call back information, etc. This information helps the agents during telemarketing.
If you are an owner of an outbound call centre, you should already know that telemarketing depends on three factors that include an intelligent calling system, proficient agents, and receptive customers.
These aspects increase the importance of predictive diallers because these can reduce the call abandonment rate, which, in turn, leads to higher sales conversion rate.
Furthermore, predictive diallers not only increase the number of calls but also improve the call quality.
Boost agent’s productivity
Mostly, outbound telemarketing companies push their limits to boost the agent’s productivity so that more revenue can be generated.
Here, the importance of predictive diallers gets increased as these eliminate the hassle of manual dialling and this helps the agent’s in focusing on producing effective results.
The main reason behind this is predictive dialler automatically determines the best time to call, predicts when the current call will be disconnected, and saves time in dialling the next number.
In addition to this, outbound call centres and sales organizations prefer predictive diallers because these help in reducing agent’s idle time, which, in turn, leads to improved business’s bottom line.
Predictive diallers use call disposition codes which help the agents to update the final result of the call in a swift manner. This not only saves agents’ precious time but also improves the entire calling process.
For those who don’t know, call disposition codes are call description labels which are used in outbound telemarketing companies. These codes are also known as activity codes. These codes are the description of the outcome of the call which is updated in the call log and contact’s profile.
Disposition codes include ‘Busy’, ‘Left Voicemail’, ‘Disconnected’, ‘Appointment Set’, etc. These codes keep the entire sales team on the same page so that nothing leads to any chaotic situation.
The Telephone Consumer Protection Act (TCPA) protects customers from getting annoying solicitors and telemarketing calls. It states that companies cannot make a telemarketing call to customers without the permission of the latter. Any violation will put outbound telemarketing companies in a big legal trouble.
Here predictive diallers come into the play as these smart diallers filter out all the numbers that are listed in the DNC (Do Not Call) registry and allow the outbound call centres to contact those customers who are open to telemarketing and advertising calls.
In addition to this, predictive dialling offers compliance features that include call recording, manual call approvals, etc. to keep the call centres remain compliant.
Seamless CRM integration
Agents usually get connected to another call immediately after disconnecting the current one. This gives very less time to agents to prepare for the call.
Therefore, most of the outbound telemarketing companies integrate the predictive dialler with a CRM system. Because this helps the agents to get all the required information that include previous interactions, tickets, etc. to enhance the customer’s experience.
Another benefit of predictive diallers is that these send email or SMS automatically after every customer interaction. Agents can also crosscheck the message before sending it to customers to ensure that nothing is missing in the text.
These auto-responses help the agents to quickly wrap-up a call, which, in turn, leads to improved operational efficiency.
Publish Date: July 19, 2018 7:48 AM