Predictive Dialer System Helps Agents Meet Quotas

predictive dialer system available

Outbound call center agents are really just salesmen; they just their trade over phone lines  instead of going door to door.  As such they are hired to conduct marketing campaigns.  Now every campaign will have an objective and it is usually measurable in terms of sales figures.  While receiving campaign targets is usual practice, it still takes a lot of effort on the part of individual call center agent to reach them.

If we analyze their situation, outbound call center agents must have one of the hardest tasks in sales.  They have to communicate with people who consider telephone solicitations as intrusions into their privacy. Since they are making cold calls, they cannot expect the client at the other end of the line to be receptive – they have to convince them to be receptive to the service or product they are offering.  Worse, they are doing it without the benefit of face-to-face contact; it is quite easy to hang up on a person one does not know offering who is offering a product one may not be interested in.  The outbound call center agent has just a few seconds to catch the client’s interest.  This is a situation that organizations like the Contact Center Association would like to find ways to handle better.

In that few seconds it is useful to have an agent who is alert – one who is not tired dialing dozens of numbers before finding a potential client at the other end.  A predictive dialer system helps relieve the call center agent of the need to dial a lot of numbers manually.  But is it not just the dialing that helps the call center agent most, but a host of other ‘intelligent’ features built into the system.

Before the software dials a number it can check to make sure that the number is not included in any ‘no call’ list.  While the system dials from a pre-programmed list of contacts, it is smart enough to drop the call when no one answers, if there is a busy signal or if it hears a fax tone.  Similarly, calls to disconnected lines, or ones handled by answering machines are dropped.  The call center agent only enters the picture when a call results in a live human response.  Advantages of automated systems are discussed in detail at www.unisrc.com

The most common predictive dialer system available usually has features that allow collection of call data.  The system is purged of contacts in the ‘no call’ list, those which are disconnected, wrong numbers, fax lines or those manned by answering machines.  Many automated systems are capable of collecting data such as whom to call back later, prospective clients who are just not interested, client data and call history.  Some can even predict the best time to place a call to increase the chance that the prospective client will be available, and to predict high percentage sales leads.

Automated dialing systems are helping call center agents meet quotas, increase sales and improve telemarketing efficiency.