Managing Outbound Calls by Appropriate Auto Dialer Software

Call centers that run outbound sales campaigns and carry on lead generation activities find the auto dialer feature of the call center software pivotal for their success. How you use the auto dialer feature can further influence outcomes.



Typical auto dialer software
Auto dialer software is part of the overall call center software solution that powers call center operations. The software is tied to a backend CRM from which it draws leads and dials numbers in succession, transferring a call to a live agent when connected or to an audio recording. It is a tool. Better call center software usually has a measure of sophistication by infusion of AI based algorithms into the auto dialer feature and predictive dialing capability. Still, it is a tool and how much you get out of it depends on how you manage outbound calls and how you configure and program auto dialer part.



Assigning and routing calls to agents
This can be set in a routine way in the auto dialer. Batches of numbers are assigned to an agent and dialed in succession. When a call nears completion another is initiated and when a person answers the call the agent takes it forward. However, this process can be made smarter by using AI bot that may listen to conversations and by hearing common words used at the end of conversations, it can start another call. More calls can be handled this way. Still more sophistication can be achieved by calling up data from the CRM at the time of placing a call and displaying it for the agent to know all details right at the start.



Smart assignment
Intelligent dialers can be configured to know each agent’s capability and route calls that require their skills only to that agent. This translates into better conversions for the call center, more satisfaction for the agent and also for the customer.



Timing
Timing plays a crucial role in outbound calling. The call center solution as well as dialer may be trained or programmed to call a person at a time when he is most amenable and open to having an extended conversation. This is one thing. Another is the “strike while the iron is hot” approach. Call centers may have hundreds and thousands of leads lined up out of which it is necessary to assign priority to those considered “hot” and ready for conversions. Delaying could result in that lead going elsewhere. This does require a measure of smartness in the software and its management to segregate such leads and assign them to agents who have better conversion skills.



For call centers each minute and each lead is precious. Using the right auto dialer as well as programming it right translates to far better outcomes. Choosing the right vendor for the CC solution makes all the difference.



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