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Five Must Have Features in Call Center Dialer - Cheena Shekhawat - ContactCenterWorld.com Blog

Five Must Have Features in Call Center Dialer

Cheena Shekhawat

Call center dialer is an application used in call centres to automates the process of dialing to external phone numbers so that the agents can attend to certain calls selectively. Well, since call centres want to increase the productivity per agent they have employed, they monitor the time which is spent by an agent to talk to a prospective customer. So, when the agents are provided with a data base and asked to call to various prospects, it is noticed that the effective time spent in talking to the customers is very low as many calls are not picked up, answered by fax machines, busy etc. Here are five must have features of call center dialer:

1. IVR

An IVR allows callers to easily choice where they would like to be directed to based on a series of prompts. Call Center Dialer works seamlessly with IVR applications. With IVR, call centers can create user friendly and clear navigation of menus and options for the customers.

2. ACD

Automatic call distribution (ACD) is one of the essential inbound call center software features. It allows the agents to effectively route callers to the most appropriate agent available and makes sure calls are never missed.

3. Skill Based Routing

Skill-based routing feature directs customers to the most appropriate agent available based on the IVR selection and past conversation history with the agent. Skill-based routing is essential for any call center as it routes the calls on the basis of area of expertise of the agents, according to language preferred by the customer, etc.

4. CRM Integration

CRM help businesses to analyze and manage customer interactions to improve customer service. The integration of CRM with call center dialer reduces average handing time of agents as it provides easier access to customer data. Integration of CRM with predictive dialer boosts business productivity to a great extent. More and faster customer connections can be easily made when predictive dialer solutions are backed up by customer data. This integration reduces the average call handling time of agents as it provides easier access to customer data and other information.

5. Call Recordings

Call recording solutions in the call center software are a quick, reliable and simplified solution to manage and monitor calls. As the entire call logs are recorded so, any required information can be easily retrieved as desired and listening to call recordings can help to reap information about any glitches in any product, services.

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Publish Date: March 19, 2020 1:57 AM