How Data Verification Add-on Helps Call Centers?


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How Data Verification Add-on Helps Call Centers?


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Call centers usually have a few or many agents working relentlessly on having a conversation with the customers. In any type and scale of call center, it is very important that the talk time of the agents is higher and agents are engrossed in communication all the time. To make sure, no agent is left idle with no call, all call centers use the best call center solution.

The call center solution keeps on dialing leads automatically and transferring the call to the agent. This software dials all the leads added in the lead list of the dialer. Even if it is a wrong lead, it will attempt to connect with it by dialing. If an agent is waiting for the next call, it will waste significant time on getting connected to the next lead.

What if a call center can verify the existence of phone numbers in the lead list before letting the call center dialer calling them?

This is possible with the “Data Verification” add-on.

What is Data Verification add-on?

This is a call center software add-on. It verifies each phone number and email address added to the lead list. It gives the status of the validness of the leads such as whether the phone number or email address exists or not.

In multiple ways, this add-on helps call centers. Let me share some of the major ways:

1. Save resources

Generally, call centers use auto dialers for calling purposes. In a call center solution, there are multiple types of dialers available. These call center dialers call one by one leads and route the connected call to the agent. If the call center is using an automated dialer, which dials the call once an agent gets free and a lead does not exist, it will take longer than it should pass the connected call to the agent.

By using the Data Verification add-on, the manager can verify the existence of each lead before putting it into the dialer mode to contact each of them. This will help in saving a lot of resources otherwise get wasted on attempting to contact nonexistent leads.

2. Increase talk time

Increased talk time and reduced wait time are two major KPIs (Key Performance Indicators) used in the call centers. The call centers invest enough to boost these two KPIs by acquiring the best tools, providing extensive training, etc. The Data Verification add-on can help in increasing talk time and reducing wait time.

The Data Verification add-on helps in focusing on contacting only existing leads. As mentioned above, even before calling a number, it will verify its existence. This helps in contacting only existing leads and reducing wait time. This way overall talk time will be increased.

Conclusion

Data Verification is an amazing tool that can be useful to all call centers. Only leading call center software offers this add-on to benefit its users. Along with the phone number, it can also verify email addresses.

Author Bio

Author works in a company which offers call center add-on, call center CRM integration, VICIDial solution, web conferencing solution, web phone, etc.


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