Senior Writer: Paras Kela
If you are working at a call center, you probably know that the number one priority is given to productivity.
Agents need to complete more calls, clients need to remain satisfied, and the average wait time has to be reduced! This is the prime reason most call centers have made a transition from manual dialing processes and moved to call center dialer software which have helped transforming call center productivity.
Businesses all over the world are leveraging technology to enhance efficiency. The same is with the call center industry.
In fact, the cloud-based contact center software is experiencing a massive growth explosion and is projected to touch a value of $24.11 billion by the year 2023 at a CAGR of 25%
What’s The Need To Adopt Call Center Dialer Technology?
Call center outsourcing has driven the need for speed, productivity and agent performance. As call centers need to perform multiple tasks such as cold calling, lead generation, and customer problem resolution, there is increased pressure on agents.
This is a big challenge for call centers – they do not want to deal with demotivated staff members, as it will lead to a massive dip in engagement and overall efficiency. Getting contact center software helps agents deal with repetitive queries, and reduces idle time to a large extent. Here are the reason why you need to use call center software, and move towards automated call center dialers at the earliest:
Automates Calling Processes
The main function of a call center is to make outbound calls to prospects and increase the rate of positive outcomes. Having an automated call dialer is great news for agents – it means they can outsource a lot of their manual calling tasks, and this leads to a high level of productivity.
Another major advantage of using call center software is that it reduces the problems associated with manual calling techniques. These include misdialing; call hang-ups, errors, and agent fatigue. The world is advancing, so is the technology at a neck-breaking velocity. So, many major companies are giving up their traditional phone lines and taking up Virtual Phone Systems as a medium for connecting with customers.
Contact center systems can go a long way in helping businesses improve their support and service operations. They provide the agents with more available time to solve genuine critical queries that need manual intervention, and enhance the efficacy of outbound operations exponentially!
Decreases Agent Idle Time
One of the major problems faced by call center agents is high idle time due to call drops, busy lines or unanswered calls. Automated call center dialer software is a boon as it reduces idle time exponentially, and allows the agents to spend their time interacting with customers to resolve their queries at a faster pace.
Call center dialer software has the power to differentiate between numbers; hence they do not forward miss or unanswered calls to agents. This prevents wastage of precious time and speeds up problem resolution rates.
Predictive dialers can even check agent availability, and ensure that calls are routed only to agents who are free to handle a particular customer call or inquiry.
Generate Better Quality Leads
One of the prime objectives of a call center is to generate better leads for a business. Contact center software is a robust business tool for lead capture, as it enables agents to have more meaningful and engaging conversations with potential clients.
Most automated dialers provide self-service facilities to callers, and this allows them to collect vital customer information. Managing leads can be simplified by importing data from various sources such as virtual telephony CRM integration tools. Contact center software can also adjust the time zone for marketing campaigns to catch the customer at the right time, and increase the chances of a positive outcome!
Lower Operational Costs
While maintaining call center operations is definitely beneficial for organizations, it eats into the annual budget. Communication is a massive expense, and outgoing call rates are very high through traditional wired Phone System.
Call center dialer software reduces the number of outbound calls made while ensuring high results and fewer agents to manage the calls. It improves call center performance by eliminating the idle time, reducing call abandonment by customers, and call drops.
Most contact center software has sophisticated features that allow organizations to not purchase CRM tools, and increase overhead costs. Hence, call center dialers can massively reduce the expenditure spent on targeting leads through outbound calls, and in turn, increase business revenues.
Real-Time Agent Monitoring
One of the most useful features of automated call dialer solutions is that they enable managers to monitor agent activities through real-time data feeds. This helps in checking unproductivity or time wastage instantly, and can also ensure that agents are trained in the right target area so that they can perform to their best ability.
Facilities such as live call recording ensure that quality standards are maintained to the highest level, and enables managers to evaluate call agent skills. When agents perform well, customers remain super satisfied and this results in increased lead conversion ratios in the long term.
Considering the transformational benefits of call center dialer software, one thing is certain – contact centers need to go ahead and invest in automated systems right now to enhance productivity and gain a competitive edge! Call center outsourcing has led to a dramatic change in the business scenario, and it is imperative for businesses to respond proactively to customer issues.
Just deciding to go ahead and purchase contact center software is not enough. There are tons of variants in the market, and it is often a challenging job to find the perfect call center dialer tool for your business. Don’t be in a hurry, and make a wrong decision as that could have a negative impact on profitability and task flow management.
Make sure to evaluate your long-term goals, and compare the various offerings by credible service vendors. Try to opt for a customized solution that will be tailor-made to suit your specific business requirements. Remember – it is super important to choose the best contact center in the market so that you can accrue a host of advantages and improve your bottom line results in all key functional areas!