Automatic dialer comes with a multitude of benefits, which make it a must-have at the call centers. Making the right choice is, however, not easy, given the fact that there is a cut-throat competition in the automatic dialer software market and several options are available for the buyers. The blog discusses a few things a call center needs to consider when choosing an automatic dialer:
Answering machine detection
The auto dialer needs to have an answering machine detection feature to identify if the phone is in auto-answer mode. If the automated dialing system dials a number that is automatically transferred to the answering machine, it would eventually waste the agent's time and productivity. When the dialer identifies an automated response, it does not direct the call to the agent, thereby saving the time and increasing the efficiency of the sales team.
Pre-qualifying the calls
It is often not possible for an agent to identify whether the person on the other side of the phone is genuinely interested in the product/service. An auto-dialing software could make it easier to check the interest of a prospect. Auto dialer softwares with IVR feature ask customers a series of questions to filter out the qualified prospects. The method ensures that the agents don’t end up wasting time chasing unqualified leads and focus more on sales.
Call recording and distribution
Call centers record the calls made by agents for quality and legal purpose. An auto-dialer with call recording feature helps the managers and supervisors to monitor calls on a regular basis. Call distribution feature prompts the callers to enter the type of service they need or their account number to provide the required information without the need to transfer the call to the agent.
Scalability
It is important for the auto dialer software to scale with the business. While selecting an automatic dialer for call centers ensure whether it is possible to add and remove agents easily, or the software is capable of handling heavy call volumes. The capability of the software to handle increasing amount of work and its potential to grow to accommodate the expanding needs of the business play a vital role in the overall progress.
Auto-dialers for call center come with a host of features, but before purchasing one for the business, ensure that it comes with at least the four features discussed in the post.
Some Related Posts:
Auto Dialer Software: Choosing the Right One
Cloud Based Phone Systems: All You Need To Know
Answering machine detection
The auto dialer needs to have an answering machine detection feature to identify if the phone is in auto-answer mode. If the automated dialing system dials a number that is automatically transferred to the answering machine, it would eventually waste the agent's time and productivity. When the dialer identifies an automated response, it does not direct the call to the agent, thereby saving the time and increasing the efficiency of the sales team.
Pre-qualifying the calls
It is often not possible for an agent to identify whether the person on the other side of the phone is genuinely interested in the product/service. An auto-dialing software could make it easier to check the interest of a prospect. Auto dialer softwares with IVR feature ask customers a series of questions to filter out the qualified prospects. The method ensures that the agents don’t end up wasting time chasing unqualified leads and focus more on sales.
Call recording and distribution
Call centers record the calls made by agents for quality and legal purpose. An auto-dialer with call recording feature helps the managers and supervisors to monitor calls on a regular basis. Call distribution feature prompts the callers to enter the type of service they need or their account number to provide the required information without the need to transfer the call to the agent.
Scalability
It is important for the auto dialer software to scale with the business. While selecting an automatic dialer for call centers ensure whether it is possible to add and remove agents easily, or the software is capable of handling heavy call volumes. The capability of the software to handle increasing amount of work and its potential to grow to accommodate the expanding needs of the business play a vital role in the overall progress.
Auto-dialers for call center come with a host of features, but before purchasing one for the business, ensure that it comes with at least the four features discussed in the post.
Some Related Posts:
Auto Dialer Software: Choosing the Right One
Cloud Based Phone Systems: All You Need To Know