Call Center Dialer
Call centres have multiple campaigns for several processes like cold calling for lead generation, following up and nurturing inbound leads, market research and surveys, etc. and mere manual dialling will not help in achieving the competitive targets. Agents using manual dialling usually end up having approximately 10-15 minutes of talk time per hour as their major time is wasted in repetitive unproductive tasks like manually dialling the contact numbers and disposing of calls, facing busy tones, answering machines, and disconnected calls. An auto dialer software is operationally and commercially viable for a call centre as it boosts the agent productivity by 200-300% by reducing idle time and proportionately increasing the talk time per hour.
Different types of auto dialers are available to suit the various outbound dialling processes and bring their benefits to call centre operations. For instance, a predictive dialer helps a call centre to reduce agent idle time to a great extent and similarly progressive dialer can help increasing agent talk time thereby improving agent productivity manifolds. On the other hand, a preview dialer enables a call centre to improve the conversion rate for its complex inside sales process.
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Let’s have a quick look at the Major benefits of an autodialer over manual dialling:
1. Improved Operational Efficiency
2. Reduced Idle Time
3. Increased Agent Talk Time
4. Better Lead Conversion Ratio
5. Real-Time Monitoring and Reporting