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I am trying to understand the market landscape of predictive dialers. I am trying to understand the marker barriers and marketing strategies in case a company is investing on its predictive dialer product
Dialers are a must for any call center these days. It allows reps to be more efficient and eliminate non-talk time so they can focus on their work. Effective dialers have more expanded functionality like a full-suite computer-telephony integration that connects your phone system to your CRM or other record systems. Click to dial, call logging, and predictive dialing are just some of the functions that a CTI can bring you. Check out the benefits of computer-telephony integration in this ebook.
Every agent’s life revolves around one thing: their quota. It’s the number that could easily dictate their future in the industry. Meet or beat it, then you’ve done your job. One of the many tools that aid agents to achieving their quotas is the predictive dialer. A predictive dialer for sales is the single most convenient way to collect leads; and eventually, transform these leads into opportunities.
This piece of technology not only arms call centers with competitive advantages like: improving an agent’s productivity or increasing an agent’s contact rate; but also, it benefits the company in certain areas like:
I think as per the earlier market research on the predictive dialer, the actual gain was comparatively small. But today many market research campaigns are little different from telemarketing campaigns in overall talks. The live call rates and wrap times are quite low, as calls divert to voicemail.
Companies who are using hosted predictive dialers are on predictive gain over progressive calling. Predictive dialer uses algorithms to minimize the time that agents spend and dial multiple numbers at the same time. They have the ability to make use of call metrics to predicts whenever the agent is available for next call. So, they are doing quite well in the market with their distinguishing feature.
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