A call center dialer can be a foundation for increasing efficiency and productivity in a call center context. It will automatically dial phone numbers, enabling agents to focus their expertise, problem-solving skills, and empathy on interactions with customers instead of making manual calls. However, making the right call is crucial for achieving optimal performance and a positive customer experience. Following is a rundown of suggested features for consideration when searching for the best predictive dialer for your call center.
Call Routing Functionality
A good Call Center Dialer solution should offer smart call routing features. This would include the ability to route calls based on agent skills and availability, and customer type preferences. A predictive dialer that will match the right agent to the right call means faster resolution times, and greater customer satisfaction. If a customer calls about a technical issue, for example, it’s more likely that an agent with technical skills or expertise will provide superior service.
Predictive Dialing Effectiveness
A predictive dialer employs algorithms to estimate the time until an agent is available and dials the next number, increasing agent productivity by lowering idle time. This exceptionally beneficial feature is necessary for call camps with high call volume because it allows agents to stay busy and engaged without having to wait for the next call during downtime. Search for a predictive dialer that will adjust the dialing rates dependent on calls occurring in real-time, as a predictive dialer must avoid over dialing and under dialing calls.
CRM Features
Automatic linking or seamless integration with a Customer Relationship Management (CRM) tool is important to provide customers with a service that is both personalized and efficient. A call center dialer that links, or integrates, with a CRM tool will enable agents to access history and information about the customer automatically once the call connects. This will lead to less time on the call handling the issue and will ensure the agent has data on hand to resolve issues immediately.
Reporting and Analytics in Real-Time
A predictive dialer should have real-time analytics capabilities to monitor agent performance, calls metrics, and the customer experience. If call center managers can see metrics such as call abandonment rates, average call duration, and agent productivity, identifying areas of improvement becomes a much easier task. This can help managers build a case to facilitate decision-making for what needs improving and whether employee teams are relevant to KPIs and SLAs.
Compliance
Compliance is especially important, specifically for regulations under the Telephone Consumer Protection Act (TCPA). A call center dialer should be compliant, so features such as automatic time zone detection, DNC filtering, and call recording options are made available. Utilizing these features can help you avoid any legal issues while providing another layer of protection from fines.
Scalability
As your organization scales, your dialer system should have the capability to grow with the needs of your business. Choose a call center dialer that can provide scalability, allowing you to add more agents, lines, and features to the system without too much behind-the-scenes work. That means your dialing solution will work for you once you incorporate its application into your business strategy.
Conclusion
When developing your call center system, whether it is a Predictive Dialer or not, selecting the right call center dialer is essential for improving productivity and increasing customer service. Be sure to focus on features like call routing, CRM integration, real-time analytics, and compliance so you can make an informed decision. A strategically selected dialer will increase agent productivity, make work life easier for everyone in your call center, and will provide a better experience for your customers.
