Call center solutions are built with a clear agenda of helping call centers to increase benefits. One of the key advantages call centers aim to get is increased productivity. Modern call center solutions offer many amazing features that help in increasing productivity and one of them is auto dialer. A call center solution can have multiple auto dialers and each of them has their own pros. Of course, we are not going to discuss about the auto dialers in this article. However, we will discuss in detail about the role of auto dialers in call centers to increase productivity. Read on to know how auto dialers of call center solutions increase the productivity of the team.
1. Auto dialer removes manual efforts of calling
As mentioned earlier, a single call center software solution can have multiple auto dialers. Each auto dialer may have its own logic, which it follows in calling and routing the call to the agents. Regardless of the fact which auto dialer you use, each auto dialer dials the numbers automatically one by one. In this case, agents do not need to dial the number manually, which would waste a lot of time as agents dial the number, listen to the connecting tone and then caller-tune and then if connected, he can talk to the customer. If the call reaches a voicemail, a busy tone, or gets disconnected, then all efforts invested in calling a lead get wasted. On the other hand, auto dialers not only automate the process of dialing lead numbers, but they also make sure to route only those calls which are connected to the real customer. This saves a lot of time of agents and saved efforts can be used in other operations to increase productivity.
2. Save time to receive another call
The auto dialers keep on dialing numbers one by one. In fact, in the case of a predictive dialer, which is one of the most advanced auto dialers, it predicts in advance that how many agents will get free and out of all dialed numbers how many will actually get connected to the humans. Based on the predicted data, predictive dialer dials multiple numbers and as soon as an agent finishes his existing call, he receives another call. Similar to the predictive dialer, a majority of auto dialers make sure that each agent receives a call as soon as he finishes the existing call.
3. Take care of not connected and call back request based calls
In the call centers, it is necessary to connect with all customers and talk with them. It is possible that some of the leads cannot get connected in the first attempt or if you get connected, the customer or prospect requests for a callback. In manual calling, agents need to keep a check on these types of numbers and call them again. On the other hand, auto dialers can take care of these leads and call them again. If it is a callback request, the auto dialers will call the lead on the requested date and time automatically. It keeps agents away from unnecessary manual tasks and helps them to improve productivity.