Your Call Center Needs a Predictive Dialer. Here’s Why!

Dóra Rapcsák
March 27, 2019
March 27, 2019
4 min read

When it comes to sales, reaching the maximum amount of potential customers is vital for the success of any business.

However, many call centers still rely on manual dialers, with call center agents having to dial numbers themselves. And many of these calls end up lost on answering machines, or with agents waiting too long a time for a customer to pick up.

Under such circumstances, how many productive calls do agents make in a single day? Needless to say, not many…

Luckily, technology, in the form of predictive dialers, is here to help again. Predictive dialers are intelligent outbound call processing and managing systems that use statistical data to help predict how many numbers need to be dialed at any one time, thus making sure that every agent is always in an active call.

Below, we’ve outlined why call centers need to rely on this technology. Make sure to read on!

Increased Talk Time

It’s simple: when it comes to selling, the more you can talk, the more chances you have to make a sale.

Predictive dialers work by dialing numbers while agents are still in a call, often initiating more calls than the number of available free agents. By the time an agent finishes a call, the predictive dialer has already dialed the next number. As a result, agents are able to spend as much time as possible talking to customers.

VCC Live®’s intelligent predictive dialer, for example, can allow your agents to spend up to 40 minutes per hour in active talk with customers, thus enabling you to interact with customers more effectively.

Increased Sales Numbers

Since predictive dialers significantly increase average talk time, agents have the opportunity to go the extra time to make more sales.

Furthermore, a predictive dialer will also allow your agents to get the most of the increased talk time by keeping customer data update.

In particular, predictive dialers can offer the ultimate in efficiency when integrated with other systems, such as a CRM. With CRM integration, an intelligent dialer can determine the best time to call customers by creating call-back lists with preferred calling times. When the time comes, the dialer automatically starts the call, while also supporting the agent with relevant information from the customer’s purchase history.

As a result, agents can reach customers at the right time with the right message, thus increasing overall sales rates.

Increased Agent Efficiency

One major advantage of predictive dialers is that they can greatly enhance agent efficiency.

Firstly, by relying on a predictive dialer, agents save time as they no longer need to manually dial numbers.

Secondly, once an agent finishes their current call, the predictive dialer already has the next call ringing and ready to handle. As such, the average waiting time agents spend between two calls is reduced to only a few seconds.

Increased Customer Satisfaction

These days, customer satisfaction is the lifeblood of any business. And luckily, as well as helping your agents, predictive dialers can also help you keep your customers satisfied.

Using unique algorithms, a predictive dialer can collect and store valuable customer data. And so, as well as your customers being contacted at their preferred time, your agents will also be able to offer them products or services that are actually relevant to the customer.

And as customers highly appreciate a company going the extra mile to keep track of their history and provide them with personalized offers, you can be sure that it will increase their satisfaction and loyalty to your brand.

Dóra Rapcsák
Dóra Rapcsák is Content Strategist and Copywriter at VCC Live®. As a Content Marketer and CX enthusiast, her aim is to discover and tell you about tomorrow’s ideas on Digital Marketing and Customer Experience.
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