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

March 27, 2019

When it comes to outbound sales, maximizing the number of potential customers reached is of course one of the key metrics of success and a predictive dialer is one of the critical ways to improve it (at least on the calling front). With so many technology advancements in the contact center space, you would be surprised how many call centers still rely on manual dialing facing a whole lot of negative aspects this has. Be sure to read on as we explain how a predictive dialer can revolutionize your contact center’s productivity.

Looking to explore some basics?

We got you covered. To explore more basic stuff, head over to our guide: What is a predictive dialer?

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.

Interesting to note

Automatic dialers are not only used for sales and customer service focused use cases. Read the story of how a polling institute included a predictive dialer to improve their survey completion rate: Iránytű Institute case study.

Explore other key tactics contact centers apply

Looking to improve your agents’ motivation and general happiness at work, and improve KPIs at the same time? This is achievable with technology alone. Make sure to learn about these key ingredients of today’s top-performing contact centers’ strategies:

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