With technology evolving rapidly, one needs to keep updated on a regular basis. Unless you are one of those people who are always with the times and using the latest technology trends, you will lag behind the competition. Cloud-based predictive dialers are just one of those updated technologies which is now frequently being used by call center service providers these days. Compared with other auto-dialers that require an infrastructure and expensive hardware, a cloud-based predictive dialer can operate on a bare-bones set-up.
First and foremost, a cloud-based predictive dialer is an amalgamation of both predictive and auto dialers. Essentially, as the name suggests, it is a dialer that automatically calls from the database, and directs them to an operator, instead of a the operator searching manually for a specific telephone number.
How Does It Work?
A predictive dialer is a complex management system and outbound call processing system that was designed to simplify the task of calling for agents. Based on statistical and probability pattern data, it utilizes a computer algorithm that automatically dials numbers present in the database, and assigns them to agents.
The calls are not assigned to a specific agent; the system also does not wait for an agent to become free, but works on the principle that all agents are capable of taking calls, and assigns the calls to them without bias. Though, at the same time, it is also capable of putting a call on hold if all operatives are busy at that moment.
The system also works on a nearly zero wait period; as soon as a call ends, it dials another. This enables agents to utilize their working hours better, with a lesser amount of downtime and speaking to the next person as quickly as possible, saving the time on manually searching and dialing numbers.
What the algorithm is doing, is this: summarizing the exact time the agent is going to take on the call, and immediately dial another number. While the system makes the calls, it also collects important data such as call statistics:
- The algorithm will listen to each call and rate it: Was it answered? Did the call got cut? Was the line busy?
- How long did the agent spend on the call?
- What was the geographic location of the call?
- How many lines were active at the time?
The available data makes it possible to improve or change existing procedures, such as: was the time the call was made appropriate? At the same time, it challenges the agent to work on their skills for a more efficient output.
This is what makes cloud-based predictive dialers such a boon for the call center industry. The software is flexible enough that it can be configured to work on both incoming and outgoing calls; the system manages the calls, and the available agents handle them. In case an agent is unavailable (or busy) at the moment, the system can also be configured to take messages and relay them to the agent when they become available.
A cloud-based predictive dialer updates automatically and increases overall efficiency, giving gives companies access from anywhere in the world.
We will list some of the reasons why you might want to consider cloud-based dialers over the more traditional, location-based dialers.
Cloud-based predictive dialers cost considerably less than their location-based counterparts. To give you a fair example, the hardware cost and installation of a location-based dialer would be the main expenditure while setting up an organization of this nature. This also eliminates the physical presence of an IT team, further reducing the cost.
The software is the service here, which means for companies, it is pay-as-you-go and eliminates the speculations where the cost of hardware and data is involved. Vendors provide services for all sizes of business, making it easier for small business to avail of their services and manage within their budget. This way, the allocated finances can be better used elsewhere and hence increase productivity. Having said that, you can upgrade or downscale the service as per your requirement, and still be paying for exactly what your requirements are.
Since there is no manual dialing here, it eliminates looking up a phonebook, making the communication much more efficient. The agent is involved only for calling up a prospect, and hence the communication is faster, freeing up time for the agent to put in more such calls.
Regardless of the size of your business, a cloud-based predictive dialer can be set up pretty fast, sometimes in a day, depending on the service provider. Since there is no need for physical equipment, setting up a cloud-based dialer includes agreeing upon the format of the data, laying out a group hunt (the process where a single telephone number is distributed for use by several lines and selecting which line will receive the call), and recording messages if need be. Once these processes are in place, the cloud-based predictive dialer is at your service. Now, all that would need to be done is to train agents to use it.
Would You Need It?
The businesses that primarily benefit from cloud-based predictive dialer services are digital marketing, customer services, call centers, market research and debt collection. You would need a fast internet connection for it to be running at all times for it to run at its full efficiency.
Benefits of a Cloud-Based Predictive Dialer
A cloud-based predictive dialer can be set up from anywhere with a reliable internet connection. The resources can be distributed among the agents, regardless of their location. This makes it for a perfect solution if you plan to have a floating office.
Normally, when a vendor has a new product or announcements, emails or newsletter are used to announce its availability, its features and so on. But we all know that most such emails either go unopened or are simply binned. A predictive dialer can take care of this for vendors easily, by sending out as many number voice messages at the same time.
It incorporates many valuable features such as callback scheduling, voice recording, call transfer, lead capture, voicemail to email, call results, and many others. It is easy to use and train, and can be set up using a computer or a headset.
A small company may not need all the features listed above. So, in order to save costs, it can start off with basic features such as call distribution and dialing. With time, as the company and its client base grow, other features can be incorporated without changing the basic elements.
Because the calls are being automated by a software, it gets rid of all possibilities of a bias or preconceived notions that an agent may have in a competitive environment such as a call center. A cloud-based system also allows administrators and managers to monitor performances of individual agents and then come up with ways to increase efficiency.
In turn, it also increases the chance of an agent to improve their competence individually, makes the work more challenging and gives room to increase their output. Eventually, it would help them fulfill their sales targets.
Managers have access to recorded calls at their fingertips because the data is stored in a cloud. For them, it is a great tool to monitor overall productivity, make updates in real-time and pinpoint the problem areas that require a little boost.
Improvement in Customer Relations and Services
Maintaining customer relations is extremely important for running a business. The more spontaneous and harmonious relation you have with your customers, the better your relationship would be with them.
Cloud-based predictive dialers will boost your business because you can reach out to potential customers rapidly in an efficient manner since you would have the customer information at your fingertips. Most Cloud-based predictive dialers have excellent Customer Relationship Management (CRM) software integration abilities, that maintain relevant records and also manage client/customer databases simultaneously. The required data, while being on a call is available on-screen, which makes taking and managing notes manually redundant.
The software also helps make a list of phone numbers which could not be reached at the time of the call and create do-not-disturb lists. At the same time, it can also create numbers that have limited or no potential.
If you have a business where constant client interaction is of the utmost importance, and inefficiency can lead to considerable losses. There have been examples in the last two decades where call centers were suffering losses. The management could not figure out the cause since all their operatives were constantly on the call. It was only later found out that time wasted while manually dialing each number contributed greatly to these losses.
But with the introduction of cloud-based predictive dialers, this time loss was eliminated because there are no obstacles to outgoing or inbound calls. The industry has been revolutionalized and has enabled businesses to operate with reduced downtime and efficiency. It doesn’t hurt that the feature-rich technology turns an office into an optimum workplace as a happy by-product.
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