At a certain point, business growth implies increasing the number of customer service staff. Precisely, one of the aspects that is most difficult to manage for the managers of an organization is usually the outbound calls department. Controlling effectiveness, maintaining productivity and organizing work can be challenging and inconvenient. However, applications such as the progressive dialer can be of great help.
Outbound call departments are those used to call customers. In the past, this type of activity depended on telemarketers deciding to do their job consistently and quickly. Today, call center software allows the company to have much more control over this type of work. In this regard, call handlers have a crucial role to play.
What is the progressive dialer?
Call launchers are applications that allow automated calls to be made. That is, instead of operators making the calls, they are dialed by a system. In this way, the productivity and effectiveness of the outbound department no longer depends on the human factor. When automation does this job, there is no way to lower the number of contacts made by the company to customers.
However, these call launchers work on the basis of logarithms and artificial intelligence. In this way, it has been possible to make different types of dialers. The two main ones are progressive and predictive dialers, each one being useful for a different type of work and volume of attention. In the case of new call centers, which are in the process of development, it is appropriate to use the progressive mode.
As its name suggests, the progressive dialer launches calls progressively. It works little by little, because it is oriented to call centers that do not have a very high volume of calls. In fact, for new businesses this is the most suitable option. Similarly, those companies that offer very exclusive services can also opt for this virtual PBX tool for calls. This is the case, for example, of an outbound call department of a very exclusive bank, or of a club.
Advantages of the progressive dialer
The main advantage of using a progressive dialer is that the calls are launched by the system. However, this is not the only thing that this implementation of the webrtc PBX does. In fact, using this call center technology also allows you to filter busy and disconnected numbers. In this way, you can avoid wasting time trying to make contacts that will not be very fruitful.
In addition, the progressive dialer organizes all the work within a small outbound department. This is because the launcher will always take into account how many operators are available. By performing the launch and imposing productivity times, the operators are matched to an appropriate work rhythm, also avoiding lost calls. Of course, all this improves both productivity and the quality of customer service.
It is also estimated that progressive dialers are ideal for improving the conversion of calls into effective customer service or sales. This is so, because the system is made to enhance the longest and most dedicated calls. That is to say, this is the perfect implement to sell or offer via telephone. For example, a company that sells tour packages could benefit from this call center software add-on. It all depends on the type of business and the volume of outbound contacts.
Virtual PBX for calls is necessary
It is important to highlight that tools such as progressive and predictive dialer are part of the call center software, also known as virtual PBX for calls. This is a program that allows to control, unify and technify the telephone communication of companies. Another key function of this program is the migration of the answering service to IP telephony, which is much cheaper. To tell the truth, this is a necessary service in today’s business models.
At Neotel we have one of the most stable, efficient, easy-to-use and cost-effective virtual PBX services on the market. The progressive dialer is just one of the complements offered by this program that professionalizes business communication. Some others are excellent for selling and allow companies to reach the consumer very easily. If you are interested in the benefits of this technology, keep reading our website and contact us.