Most organizations leverage their dialers
intelligently, to support a business strategy and drum up sales. Still,
overly aggressive dialer tactics by some parties have become a concern,
because setting the pacing on a dialer too fast often results in
"abandoned calls." (Abandoned calls are instances where the dialer is
turning up live contacts more rapidly than agents can handle them,
leaving an empty line when a consumer picks up the phone.) Abandoned
calls tend to irritate consumers, and this aggravation was one of
several drivers behind the dialer provisions in the recent telemarketing
regulations. It's important to understand why the dialer regulations
came about in order to understand better how to appropriately and safely
leverage dialers today.
Predictive
Dialers
Predictive dialing systems can be used, for example, in a
campaign in which CSRs offer rate plan changes or new services based on
customer usage patterns.A predictive dialing server can be located in a
call center or central office and is connected to a switch. The system
automatically dials customer numbers from an established list and routes
the calls to CSRs when customers are reached.
Advanced
Call Center Software
Keep in mind that the predictive dialer is only one of many
pieces required for a successful call center. One can view the
predictive dialer as the gasoline in your automobile. If your car's
engine or transmission is not functioning properly, then the highest
grade of gasoline won't make any difference, except for a higher
gasoline bill. The same goes for your predictive dialer. Spending lots
of money and getting the best predictive dialer on the market will only
guarantee faster phone calls - not necessarily more sales. The
predictive dialer can do the greatest job in the world of dialing
numbers and serving up live contacts with zero abandons, but if the
agent does not have relevant contact and product information at his or
her fingertips, how good can this call really be?
|
|
