According to one of the reports, out of 200 dialed numbers, only 30 numbers get connected to the right person. For a call center trying to reach out to clients or prospective clients, this number can be disappointing. Moreover, traditional tools can be very time and resource-intensive, which would reap no useful results.
An intelligent call center software solution offering multiple auto dialers often helps in increasing ROI (Returns over Investment). In this article, I will share how auto dialers of this software improve ROI.
1. Save time and reach more leads or customers
Unlike manual dialers, auto dialers dial numbers automatically one after another, depending on the algorithm. Each auto dialer has a different algorithm and dials number accordingly. For example, progressive dialer, available in the intelligent call center software, dials the next number in the list only when an agent shows the available status. On the other hand, a predictive dialer dials multiple numbers in advance. In any way, the auto dialer ensures that numbers are dialed automatically and the agent does not need to waste time in fetching a number from the list and dialing it.
Some of the auto dialers of an intelligent call center solution are so intelligent that they pass over all calls, which get connected to answering machines, voicemails, IVRs, etc. They only route calls to the agents, which are connected to humans.
This saves a lot of time for agents ensuring that their working hours are invested in taking calls and increasing productivity.
2. Increase conversion rate
As the whole process of fetching and dialing numbers is performed automatically by the intelligent solution, the leads get connected quickly to the agents. This ensures agents are always on the call and trying to sell their offerings or convey the messages. This helps in increasing the conversion rate because as many leads or customers are contacted as brighter chances are there to increase goal conversion.
3. Increase call connect rate
These dialers are lightning-fast in dialing numbers, skipping calls attended by anything other than human, and connecting humans with the agents. Some auto dialers of an intelligent contact center solution such as predictive dialers are extremely advanced. The predictive dialer predicts in advance that when the agent will be available to take the next call. On the other hand, it can also predict which leads are more likely to attend calls. By keeping this accurate prediction into consideration, the predictive dialer dials multiple numbers and as soon as the agent shows available status, he or she will have a call to attend. This clearly increases the call connect ratio and helps in increasing agent productivity up to 150%.
4. Always callback at the scheduled time
Many prospective customers or existing clients request a callback at a specific time when they are available to take calls. Unlike manual resources, which are likely to forget the time as in a call center several calls are made daily, auto dialers automatically dial the callback requests on the exact date and time.
All these collectively help in increasing the ROI of a call center or business using auto dialers of an intelligent call center solution.
Author works in a company that offers intelligent call center software, mobile SIP dialer, and trending services like wearable app development, augmented reality app programming, and similar services using different trending technologies.