Outbound call departments have a particular problem: management control. Since these calls are made by operators, it is very difficult to control productivity to establish quality parameters. However, the predictive dialer is ideal not only to check that the department is doing its job, but also to increase average productivity.
In general, outbound call centers set goals to be met and thus measure their productivity. Based on this projection, it is usually established what is expected from each operator that is part of the staff. However, sometimes these goals are set without prior knowledge or a basis on which to base them. This is how some departments manage sales expectations that are either very exaggerated or very low.
The problem of telemarketing and collections departments
Many companies do not achieve the expected sales or collections level. What happens is that the commercial expectations of companies and the scope of their telephone management are not always in sync. This tends to happen a lot, especially in new companies.
This usually happens due to a lack of statistics and criteria for the performance of telemarketing or collection tasks. Not knowing how the department should operate and not having clear and possible goals, it becomes very difficult to organize the work to meet the objectives. Faced with this, some companies choose to hire outsourced companies, although the cost of this solution is usually greater than the benefit obtained.
In fact, any company can plan an optimal management of its outbound call departments. To do this, it is essential to understand how the call flow operates and to systematize the work of teleoperators. This is precisely what the predictive dialer does with ease.
What is a predictive dialer?
Telephone dialers have been around for a long time, but in the past they simply launched multiple calls in a disorderly fashion. The application of artificial intelligence to this type of device allowed for a more intuitive, efficient and targeted system. The predictive dialer is a call launcher that analyzes management and establishes an appropriate dialing rhythm.
As its name suggests, the predictive dialer predicts the times when operators will be free. By evaluating some data provided through the call center software, this module maintains a balanced dialing flow and call time. In this way, the department can realistically increase its productivity without overloading itself.
The predictive dialer easily uses statistical data that call center coordinators simply cannot handle in real time. In fact, its operation is based on the calculation and analysis of multiple factors that a normal person could not be constantly calculating. Likewise, their job is to replace human operators when it comes to dialing numbers. In this way, productivity and the number of attempts to establish contact with customers do not depend on the operator, but on the application.
How does the predictive dialer work?
The call center predictive dialer performs its work based on telemarketing campaigns. Basically, it uses a database with the customers to be called for the campaign. It will dial the telephone numbers on the list simultaneously and according to its time calculations.
This automated system keeps track of calls and available operators. In the meantime, it develops a knowledge of the flow of effective contacts achieved, call times, free operators, etc. While the campaign is being carried out, the system collects data on the dynamics that are being established in the work. This is how its statistical criteria are constantly modified, with the intention of improving productivity, but in an intelligent way.
In plain words, the system launches several calls, but always according to the work flow that the call center department can assume. The latter represents its predictive work, which it completes through algorithms. The advantage of this automated system over human management is that it handles statistical data in real time and performs calculations quickly.
The predictive dialer establishes appropriate and productive dialing rhythms. It is very functional and takes the responsibility away from the department coordinator to be pushing his employees all the time. Everything happens in an impersonal way.
Predictive dialer: complementary to other virtual PBX modules
The work of the predictive dialer is complemented by the statistical module of the call center software and the monitoring module. It is from these digital implements that human coordination can complement the work of the call dispatcher.
In fact, the productivity of the predictive dialer can be reflected mainly in the statistics module of the call center software. In fact, the difference is often very marked if we compare the management before implementing this module and after its programming. This automated system organizes the work to ensure efficiency both in terms of service and results.
The task of the call center coordinators is to finish organizing the workflow according to the statistics. In this module, it will be possible to observe, for example, which are the most favorable hours for making successful contacts. In addition, it will be possible to evaluate the performance of each operator in particular. For the latter, it is also useful to monitor the call.
Both the predictive dialer and the statistics and monitoring module are tools for generating strategies. Precisely, telemarketing, beyond the product or what you want to achieve, is about being strategic.
What improvements are achieved with the predictive dialer?
First of all, the predictive dialer organizes the work to make it more productive. It is not the same for an operator to dial calls one by one, as it is for the dialer to dial three numbers simultaneously. While the work of telemarketers may slow down at some point due to fatigue or some other situation, this module does it intelligently, but without stopping.
Beyond this, the implementation of a predictive dialer in call centers has other benefits. The departments that use it tend to have better compliance in their objectives: sales, collections, surveys generated, etc. This happens because by launching more calls, operators not only work more efficiently, but also have more chances of success.
In addition, the module also organizes the numbers according to their ability to make contact with the customer. As a result, this dialer is known to reduce the number of calls that will not be answered. Unlike other similar systems, it will prevent calls on hold that cannot be answered by operators when they are busy. The latter translates into an increase in the quality of the system and an improvement in the customers’ perception of the company.
Some strategic applications of the predictive dialer
The predictive dialer provides a perspective of what the outbound call service should be. From its execution, it will provide statistics that will enable strategies to be developed, objectives to be set and operators to be educated in order to make their operations more efficient.
On the other hand, this system allows outbound call departments to carry out several campaigns simultaneously. From its use, it is possible for a call center to perform inbound calls and telemarketing campaigns at the same time in an orderly manner. This can be an ideal solution for call centers with low workflow and start-ups.
Phone dialers like this practically work on their own. However, to maximize efficiency, you can always think of strategies to meet or exceed your goals more easily. Innovative call center software like Neotel’s can take telemarketing to another level, no matter what type of business it is.
Neotel’s predictive dialer
Each predictive dialer works differently and this is important to measure its effectiveness. That is why it is important to contract the call center software service with an innovative and experienced company. Neotel offers systems successfully implemented in multiple companies, with a simple interface and modules with top quality artificial intelligence.
The predictive dialer is one of the modules that complement the virtual switchboard service hosted in the cloud. Added to this, Neotel offers other similar tools such as the progressive dialer and the robot call. The entire system is integrated into a single application that works with an Internet connection.
This add-on is useful for telemarketing, bank management, collection departments and any work performed by outbound calling departments. The entire software works effectively for any type of business, call center or entrepreneurial initiative. No matter the size of the staff, there is a customized plan for every entrepreneur.
The price of this module for each agent is only 12 € within the monthly fee for the call center software contract. The service does not require installations, equipment and everything is easily managed. Undoubtedly, an excellent way to manage business communication.