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Article : Predictive Dialer: A Game Changer in Customer Support Environment

#contactcenterworld, @callcenterhost, @TheRealPBX

Vipul Srivastav, a Marketing Professional with CloudSpace Technologies examines some of the positive enhancements a predictive diales can make to your business in the following article.

Customers are just seeking solutions and when the agents reach out to them, the idea is to negotiate the customers with the services that have something meaningful in it. Now, if you have a global customer base then you have to access the customers worldwide and the effectiveness of such access depends on various touch points of the customer service process, such as, customer’s interests and inclinations, specific needs as well as their expectations while opting for a service or even choosing to take a call and speak with an agent. The result depends on the cumulative aspects and of course, the ideas related to a good customer service is all about making a fruitful communication with the customers.

The speculations about the customer’s intention, when merges with statistics, the results give a totally different perspective in terms of customer experience. The specific details that are taken care of by the customer support further help to provide a more personal as well as lasting experience to the customers.

The presence of predictive dialers is just enhancing this experience many folds in the customer support environment. Let’s check out the various aspects of the predictive dialers that are proving to be very effective for a better experience for the customer as well as the service provider.

Using the Customer Information

You don’t have to ponder much to understand this, every time an agent-customer communication happens, the queries and respective answers give a collective information that can further help to make the customer support process better. And in this way it is helpful if you use those insights from that data.

Predictive dialing is about using those insights in a meaningful way. It also speaks of the valuable inputs that come to the business when the customers are accessed on a particular time when the time is synchronized with the customer’s availability and ease to take a call.

Supported by Cloud

The strength behind predictive dialer is cloud technology. Cloud plays a big role in terms of making the predictive dialers more reliable and scalable. The predictive dialers collate the customer data and with the help of some rigorous deductions the customers are approached by zeroing in the right set of customers.

Cloud Technology is the best way to deal with the data. The storage and retrieval of data are safe and easy irrespective of the location of the user. The safety of data is not a matter of concern because a team of experts keep track of the activities of the users and keep away the possibility of any involuntary access to the data.

Predictive dialers are using the customer data very safely, as well as efficiently.

A Powerful Algorithm

Predictive dialers work on a complicated algorithm and that uses the customer data in an intelligent way. With the help of such an algorithm, the most promising customers are zeroed in on the basis of their demographic details and the time zones they are living in.

And thus the most appropriate timing is chosen by the dialer to call a particular customer. Predictive dialer calls the customers in bulk. This speculated timing by the dialer suits the customer and the possibility of a customer to take the call becomes much higher. Earlier an agent had to make several calls just to get a single customer on the phone line.

This feature of predictive dialers increased the frequency of call connection and the number of average calls answered. The customer support business totally depends on the customer and agent conversation, so the time spent on trying to reach the customer should be compensated with a higher number of call connections in a lesser time frame.

Idle time for the agent is reduced too as the predictive dialer software checks the agent availability and there are no wasted calls.

The daily upsurge of call volume demands has made the predictive dialers one of the most relevant tools in the call center environment.

Sales Acceleration with Predictive Dialers

When the agents reach out to the customers in a favorable time and space of the customers' then closing a sales call on a positive note becomes a lot easier for the agents. A successful sales process involves the usage of customer history, customer contact information, and analysis of the call recording.

The involvement of such customer information makes the predictive dialers more enabled in the sense of a well-equipped customer care solution. The time management qualities of predictive dialers assure the customers get the proper value to their time and there will be lesser possibility of involuntary access to the customers. Because the preparedness behind dealing with a customer is of no use if the customer is reluctant to take the call. And in this sense, predictive dialers become unavoidable for your business if your customer base is spread across continents.

A Predictable Customer is Easily Manageable

The core idea behind predictive dialers is how effectively they make the customers more predictable. Predictability brings ease in managing things. In other words, a customer is easily manageable if you have thoroughly understood his/her needs and also you are able to offer a solution that is exactly being sought after by the customer, then the purpose of the customer support process finds its meaning. Predictive dialers show the best ways to deal with the customers.

A satisfied customer is one, who gets this feeling of being intuitively dealt by the service provider for his/her needs, it means bringing a solution to the table before the problem arrives. It also shows that the service provider is concerned about the customer and is eager to serve them with the best possible solution. Predictive dialers just make the possibility of customer connection higher.

Catch the Attention of Your Customer on Time

If you have customer related data and you are not using it then, then you are missing out on the big possibilities that could lead you to a better customer base.

Predictive dialers have a lot of potential and it's not affordable to avoid them in the contemporary scenarios of business as well as customer support environment.

#contactcenterworld, @callcenterhost, @TheRealPBX

About Vipul Srivastav:
Vipul Srivastav is a marketing professional and he likes to write about ongoing technological innovations. He is also a freelance writer with The Real PBX and writes about contemporary subjects as well on different platforms. Apart from these, he likes photography and music.

About Call Center Hosting:
Company LogoCall Center Hosting is a call center solutions provider. We offer a complete cloud-based call center setup solutions for the businesses, which includes Virtual Call Centers, Predictive Dialer, Auto Dialer, Voice Broadcasting, Toll-Free Numbers and Cloud PBX.
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About The Real PBX:
Company LogoThe Real PBX is a provider of Hosted PBX, VoIP Phone, Toll-Free Numbers and Call Center Solutions.
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Today's Tip of the Day - Incentives

Read today's tip or listen to it on podcast.

Published: Monday, January 9, 2017

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2021 Buyers Guide Recruitment Products/Services


HireTrax, MainTrax's standalone pre-hire virtual interviewing solution, automatically analyzes the behavioral characteristics found in each candidate's VOICE to help you select reps better suited for the specific job at hand. After all, agents speak with your customers for hours each day so it's vital they possess the behavioral characteristics and personality traits necessary to be successful. By picking those with tendencies of empathy and positive behavioral traits, you'll have a higher caliber of candidates who will perform better on the job and stay.
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Orion Learning offers a full suite of assessment tools designed to target and report on candidate potential. Our tools are used for recruitment, talent management, succession planning and coaching/mentoring. All of the tools are delivered online and the reports are available online and will provide you with an amazing view of the candidate/individual's potential, interview questions, coaching/mentoring steps and much more.

If you're looking to find the candidate/individual with the highest potential, call Orion today!
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VADS Indonesia provides a recruitment process with strict selection with various requirements according to client needs. VADS Indonesia also has a database of trained candidates so that it can meet the agent needs quickly and in large numbers.
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SalesMatch Ltd

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SalesMatch is an intelligent web based sales and contact centre behavioural assessment platform. It is based on the well known, tried and tested DISC psychometric theory, used by thousands of organisations round the world.

- Reduces Agent Attrition - By selecting the right agent for the role
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Putting the right person in the job role has become the key focus in the drive...
(read more)
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TactiCall Recruitment Services

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