There are two basic types of calls that contact centers handle; incoming also known as ‘inbound’ and outgoing also known by the term ‘outbound’. In both cases the call center agent can be overwhelmed either by the volume of calls he has to make or the incoming calls he has to field. Making less outbound calls means less sales or payment collections for outbound call center agents. Receiving less inbound calls result in angry or lost clients. This is where inbound call center software can come into play.
Though contact center managements ensure that each of their agents are given ample periodic training, human frailty prevent them from performing as well as automated systems especially on repetitive tasks. And the truth is that a call center agent’s time is too valuable to spend on manual dialing, and sifting through client records anyway. And so contact centers have turned to automation through the use of software.
For outbound call center agents, one of the most helpful features of such software is the predictive dialer system. The use of the system rids the call center agent of so many distractions, while making the process of making and receiving phone calls more efficient. Use of automation software in call centers is common among members of industry organizations like the Ottawa Regional Contact Center Association.
For starters the software take care dialing hundreds of numbers for each agent each day. Since it is automated, so long as the list is correctly programmed, there is very little chance of dialing errors. But dialing is not all the software does; it also filters the calls and collects data in the process.
Calls to phone lines which are not answered, fax tones, busy signals, disconnected lines and those manned by answering machines are discarded. And even before the software starts to dial, it is capable of checking against the no call lists, such as those in the US, so the company does not run afoul of local and national laws. Whenever the software encounters disconnected numbers, wrong numbers, fax tones and answering machines, the contacts are purged from the list. Only when a call receives a live human response will it be turned over to a call center agent. That usually only happens after the software has dialed quite a few numbers thus handling the bulk of calls for the agent. More on how automation software helps contact centers when you visit this site; click here.
A predictive dialer system for small business would also include the ability use complex algorithms to predict the most promising leads and when it is best to call a client. It can organize sales lead data, sales information, and client history and call back information which are made available to agents during calls. This results in more confident calls and more sales (or better payment collections rates). It also makes the client feel he or she is speaking to a professional.
Automation software also help the center better manage their agents, through a constant link through the cloud. Idle time is reduced, help can be provided to those who need them and corrective measures can be taken to minimize the effects of errors. With automation systems in place, making multiple calls is not a problem.
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