The progressive dialer and its commercial importance
The IP virtual PBX is set to become the center of business communication in the coming years. This is possible because its technological evolution has allowed it to become something much more complex than call center software. In fact, some of its complementary functions will also be the talk of the town and among them is the progressive dialer.
The progressive dialer is an automation feature widely used in certain telemarketing departments. However, it may be necessary to first explain what dialers are and what this particular one is for.
Dialers What are they?
Phone dialers are systems that allow a large number of calls to be made automatically. For this purpose, lists or batches of telephone numbers are used, which are processed by the program. In addition, they analyze the dynamics of a call center.
In fact, the intelligent analysis of call dynamics in a call center is the automated part of the dialer. The first dialers did everything mechanically, which only brought negative results. Today, these programs work with very advanced algorithms.
This is an excellent way to increase productivity in call center or telemarketing campaigns. Launchers make sure that operators answer a call whenever they are not busy. It doesn’t matter if they are outgoing or incoming calls. Their job is to ensure that production at the customer service level does not depend on human beings.
This is how the progressive dialer works
As its name suggests, the progressive dialer launches calls progressively. It is important to understand that its function makes it an unaggressive call launcher. This differentiates it from the predictive dialer, which is designed to improve customer service call center times.
The purpose of the progressive dialer is to dial outbound calls when operators are available. In other words, the system makes the call when it perceives that a telemarketer in the department is free. In this way, it ensures that productivity is maintained, but in a secure manner.
Of course, this telephone dialer is useful for one type of work or one type of department. In fact, each of the phone dialers can be useful depending on how it is used. This is what many call center coordinators and managers do not know, being one of the secrets to offer a better customer service.
Progressive dialer: ideal for small call centers
Those who have a company with a small call center department can use the progressive dialer. In fact, this is an excellent tool to get started in the world of corporate customer service. When you have a room with few operators, the progressive dialer speeds up the work, but in a controllable way.
This is because the dialing will be done progressively, distributing the calls among the operators who are free. Its use is not complicated and allows to control incoming or outgoing calls in a simple way.
For example, a chain of three stores selling household appliances that wants to have a customer service center can use this call center software tool. Companies that do not have experience with telephone answering can learn how to manage these departments with progressive dialing.
Do you want to do telemarketing? Use the progressive dialer
Those businesses and service companies that want to do telemarketing have in the progressive dialer a great ally. Those who have an outbound calls department or a group of people for these tasks, can obtain great results with its use.
The progressive dialer is one of the most used in outbound departments. The most successful companies that understand the impact of telemarketing use it. One of the mistakes made in telemarketing offices is to let telemarketers make the calls on their own.
Progressive dialer allows you to maintain a good level of outbound call rate by letting the system make the calls. This means a higher number of sales and effective contacts, which is always desirable. In telemarketing it is known that the more calls made, the greater the chance of making a sale.
Improving the work of the outbound operator
Truth be told, telemarketers get tired or can sometimes lose some time. Human productivity is always conditioned by the personal situations the worker faces on a daily basis. This means that if an agent comes to the office tired or with a family problem, he or she is likely to be less productive.
With the progressive dialer, the impulse to make outgoing calls is not left in the hands of the teleoperator. On the contrary, the system is only in charge of launching the calls and he must answer them when the customer answers. Everything is automated and does not depend on human labor.
The productivity of telemarketing campaigns is completely assured with this system. Of course, telemarketing goes beyond making sales. Outbound calls are used to collect payment, to grant offers or bank cards. Basically, these are useful mechanisms for any type of outbound calling campaign.
Other functions of the progressive dialer
The main task of the progressive dialer is to dial calls when the agent is available. But at the same time, this intelligent tool performs other important tasks for managing a business’ outbound calls.
One of the additional functions offered by the dialer is the discarding of phones that are not working. When the system dials disconnected phones, no dial tone or numbers assigned to fax, it discards repeating the call.
This allows the system to concentrate on the telephone numbers that are operational. In case they are busy, switched off or no answer is found, the dialer can always redial. This increases the chances of having even more successful campaigns.
The best thing is that the system learns the right rhythm of operation of calls in the room. This happens because the dialer works with algorithms and analyzes the dynamics of communication. This is an artificial intelligence application.
Three scenarios where the progressive dialer is ideal
Long calls: If the telemarketing department requires long conversation times with customers, this call launcher is ideal. Unlike the predictive dialer, this one is not intended to improve response times.
Offering calls: Many times telemarketing campaigns are not to sell, but to offer something. It could be a discount coupon, a credit card or a contest. In these cases, the progressive dialer works very well because it goes through the list of telephone numbers to achieve the highest number of effective contacts.
Call center or inexperienced operators: When the call center is very new or has inexperienced operators, this system allows to maintain a standard productivity. In fact, its operation still reduces operator downtime, but without reaching a dizzying pace. This also differentiates it from the predictive dialer, which is for call centers with higher call volume.
Of course, a good dialer performs advanced calculations and is easily programmed. It is important that the IP PBX has a simple interface so that entrepreneurs who use it can get the most out of it.
Neotel has a high-performance progressive dialer
The progressive dialer is one of the modules integrated into Neotel’s call center software. Like the rest of the program, it is operated from a simple, easy to program and very functional interface. It is one of the most advanced systems of its kind in the market.
With this digital ally, agents will never be idle, generating good productivity for the company. No matter the objective of the telemarketing campaign, this system will increase the number of contacts and effective business. This, in turn, is fundamental to organize the work within a call center.
It does not matter if it is two telemarketing operators or an entire call center room. The progressive dialer adapts to all types of customers and at Neotel its cost will depend on how many operators are going to implement this system. For example, if the company will only use it with three agents, the contracting party will only pay the additional cost for them.
Cheap and advanced IP Virtual PBX
This and other Neotel modules can be purchased when acquiring the IP virtual PBX, which is the basic program. This will allow business communications to be managed in a professional manner. In this way, entrepreneurs and traders can offer excellent customer service and grow with various telemarketing tasks.
The best thing is that the service is inexpensive, innovative and requires no installation. Neotel is in charge of the entire technical process and the contracting party only needs an Internet connection to use the program. Undoubtedly, the technological solution for the communication of the future.