The overall efficiency of the call center is determined by both the smooth processes of the operators and the technological solutions. If call center operators waste time dialing the number to make the next phone call in line or independently determine who to call next from the list of leads, a significant portion of an employee’s time is spent inefficiently. A special solution, the predictive dialer solutions, is designed to fix this problem.
Predictive dialing – an automatic system that makes calls to a broad customer base by dialing multiple numbers simultaneously, connecting a free operator to the caller who has just answered. The system calls the subscriber from the number database and connects him/her to the IVR or operator. Usually, autodialing is used to handle missed calls or to notify customers about promotions of companies. This mode is a useful and effective tool only for call centers, the number of operators ≥10 and high intensity of outgoing calls. Otherwise, the usefulness of predictive calling will be low or the system will not work correctly.
Collection companies, B2C sales, surveys, lead generation, and telemarketing, in general, cannot do without calling customers. To confirm appointment times, clarify order details, remind them to pay debts, or offer a new service – all these things require telephony. It’s not a problem even with hundreds of calls a day if you use the predictive mode.
Autodialing modes
Progressive – the system calls the maximum number of communication channels and connects to the operator only those calls that were answered. This method is suitable for mass informing customers.
Predictive – a system that uses special algorithms to calculate the correct dialing pacing ratio, which allows you to occupy all operators and connect to them all callers who answered the call. This method is used in large call centers to reduce operator waiting time for outgoing calls, especially for cold calls.
Preview – the operator himself determines to whom and when to call, but first he reads the information about the client on the screen. After each completed call, the system automatically opens the next client`s card. This mode is suitable for working in the current database of numbers, especially if the operator needs to prepare before speaking to a VIP client.
Solution Features
Compared to “normal” automatic dialers, which dial the next caller only when the operator is free and ready to talk, the predictive dialing system starts the call in advance, predicting when the operator finishes the previous call and is ready for the next one. The solution uses predictive statistical analysis, which determines how many numbers to dial per group of operators, as well as when to dial the number to call a potential customer and connect him to the operator.
Benefits of predictive dialing technology
Effective Time Management
In sales and call centers, each employee’s time is valuable and must be used efficiently. Predictive dialing manages the process of making calls through the use of special dialing algorithms: computational methods predict when each employee will be available after the current call and can make another call. It also predicts when the next customer will be able to take a phone call.
Improving each employee’s productivity
One of the many problems that even small sales departments face is the time it takes to manually dial and connect with a caller. If each caller’s number is dialed manually every time, it takes more than 30 seconds just to dial and connect. This does not seem to be much at all. But the overall picture changes if the calls involve dozens of operators who need to make hundreds or even thousands of calls a day.
Effective lead handling
The responsibility for the conversion of leads into customers lies entirely on the specialists of the sales department. If the specialist does not call the lead as soon as possible, immediately after the data is received for processing, the lead can “cool down” and the possible transaction may no longer take place. The use of predictive dialing can significantly reduce the average time for a specialist to process a lead.
Automation in the sales department
Predictive dialing allows salespeople to hone their skills by helping them have meaningful conversations with potential customers, rather than wasting work time choosing the next lead-in line for processing.
Predictive dialing systems can integrate with CRM systems, determine the time zone and the presence of operators at the workplace, allow you to configure the number of attempts and waiting time. Predictive dialing functions can be managed through an open API.
The most important contribution of predictive dialing to a contact center or sales team, however, is the ability to determine the most appropriate time to connect with a specialist, which can significantly reduce downtime.
How does predictive dialing work?
Predictive dialing system:
- Calls the customer base;
- Connects an available operator to the called subscriber;
- During the call, keeps track of average talking time how many operators are free and how many are busy;
- Determines the required number of calls using algorithms and data on the number of operators and the average duration of the call;
- Calls the client and instantly connects him to the operator. The call center operators only answer the calls coming from the predictive calling system. Absolutely all unsuccessful attempts the dialer dials automatically because of the set time intervals to a successful connection.
What does the operator do?
The main task of predictive calling is to connect the operator to a “live” person, which can several times reduce the time spent and increase the number of successful calls. While the autodialer is running, the operator performs the following tasks:
- The operator does not need to perform any additional actions other than starting the “start of the day” button upon arrival at the workplace
- The system automatically organizes the operator’s workload and shows him all the necessary information about the client during the call.
- The operator just needs to answer the calls already answered by the client coming from the predictive calling system.
Full automation allows the operator to get rid of listening to beeps, as well as to eliminate the loss of time on calls to unattended subscribers. Thanks to full automation, the operators’ working time is used as productively as possible, because there is not a minute of downtime. According to our Predictive dialer guide, predictive dialing cuts line waiting time by more than half. And that, of course, has a noticeable effect on call center economics.
Conclusion
The VoIPTime Contact Center solution integrates with any third-party software, as well as any CRM system, which allows you to
– Obtain a database of customers directly from the CRM,
– Record the results of calls made
– View a pop-up client card.
The predictive dialing function of the solution has an intellectual algorithm that loads your operators in the best way and does not exceed the threshold of a 3% abandon call rate. If necessary, the system can make calls from random numbers from a pre-purchased range.
VoIPTime provides APIs and options for customizing communication processes. Advanced features can be configured on the platform to customize the call center and create a unique service.
