Today, many companies around the world utilize predictive dialing technology to screen out answer phones, dead lines etc. and increase productivity. Recently, a major cellular service provider called my cell phone and then, as soon as I answered it, put me on hold for several minutes whilst the system located an agent to talk to me. Here in North America I have to pay to receive a call and the cellular company made no apology for the delay in connecting me to an agent/rep – so here they are using a dialer and making me pay for the call on their network – bizarre but true!
If you use a dialer, try and make sure you don’t keep customers on hold because the system is not set correctly – especially not at their expense!