There are many businesses that need to make frequent phone calls during the day. However, the productivity of the phone call-making process is not always maximised. There is a software called Predictive Dialer, it can make this process quite efficient. Predictive dialer is used by call centres, customer support departments, education, and other business departments.
There are multiple benefits of using predictive dialer software, the number one being maximum agent efficiency. This is obtained by planning automatic calls ahead and then reducing the chances of an agent just sitting at their place. A predictive dialer is considered one of the most successful call centre tools having a significant impact on business ROI.
Obviously, companies want their employees to deliver their best work and fulfil their office timing. In call centres, agents are often not that busy if the phone calls aren’t well directed at potential takers. Additionally, the predictive dialer tool can predict based on analytics whether or not someone will pick up the call, and then make more calls than there are agents available. All of this results in efficiency and more business happening, which in turn increases the business ROI.
Stay tuned till the end as we discuss the benefits of the predictive dialling software along with its impact on maximising business ROI.
What is Predictive Dialling?
Before telling you more about this call efficiency tool, you should know that we are going to take call centres as an example of a business in this article. The predictive dialers software works by automating call tools in call centres and similar places.
For example, if there are 10 free agents in a call centre, the predictive dialling software will make 15 phone calls. This decision is taken automatically based on calculated predictions by the software. It predicts how many people will answer the call and how many more agents will get free in time.
The above strategy makes sure that all the agents are occupied with their phone calls with potential customers. If more calls are made, more people will have a chance to attend the calls. And this will lead to more sales and business at last. In this way, the predictive dialling system can maximise business ROI.
Benefits of a Predictive Dialer
Now that you know what predictive dialling is, let’s briefly talk about its benefits. There are many benefits of this software including maximising business opportunities, increasing sales, and maximum return on investment (ROI).
The following is a list of the key benefits of implementing call tools like this:
- Increased productivity of call centre agents
- More business opportunities with more calls
- Increased number of sales with the few extra calls
- Ensuring maximum ROI in your business
- Overall positive impacts on your business revenue
Measuring the Business Impact of Predictive Dialer Software
Experts say that a company can increase sales by 200% – 300% by simply implementing the predictive dialling system. A business always needs to adapt to new market trends for it to keep thriving. That is why the need for call tools like predictive dialling software arises. A business can increase the number of sales by implementing this software into its systems. Call centres are the business with the most benefits from this tool.
The following are a few ways that you can use to measure the impact of predictive dialling on businesses:
Call Conversion Rate
Call conversion is crucial to keeping a call centre running. The predictive dialer software improves this rate by ensuring the maximum number of phone calls are made. With its automated prediction ability, it can predict how many people will not answer the call. Hence, making new calls in advance to keep the agents busy and ensure an impact on the business.
Average Call Duration
The duration of a call is also important as potential sales depend on this. If the call centre agent and the potential customer interact positively for a longer time, the chance of selling a product increases. The predictive dialer call tools work in the same way to ensure that the average call duration is maximum.
Agent Utilisation Rate
One vital impact of predictive dialers on businesses is improving agent utilisation rate (AUR). AUR is the number of agents and the productive time they spend on promoting products and resolving customer issues. The better the predictive dialling software, the higher will be the improvement in agent utilisation rate. And as we all know, more agents on the call means more business and transactions are done.
Customer Satisfaction Score
The last impact that a predictive dialer has on a business is increasing the satisfaction rate of its customers. If the customers do not have to wait for minutes when they need urgent support, they will feel heard and feel better. The predictive dialling software distributes calls on intelligence which enables them to answer to every customer on time. As the customer gets their issues resolved, they will want to return in the future as well.
FAQs about Predictive Dialer
A lot of people seem to have questions about what this new call tool is and how it works. So here are our answers to some popular questions:
What is Predictive Dialer Software?
It is software used by companies like call centres to increase their employee efficiency and productivity.
How Does a Predictive Dialer System Work?
This system works on calculated predictions regarding the calls being made. With its predictive calls, it ensures that all the agents are on their phones solving customer problems.
Why Should You Use This Call Center Automation Tool?
There are many reasons why you should use this software. The number one reason is that it maximises ROI on your business. Other reasons for this tool include an increase in productive phone calls as well.
Summary
Call centres are usually busy places with lots of people constantly humming around on their phones trying to conduct business. Most of their efforts do not turn into selling or other business forms. However, the effort call centre agents put into their work pays off sooner or later.
We discussed a special software designed for call centres; called the predictive dialer software. This tool can increase the productivity of your business and employees by a large mile. Furthermore, it provides additional opportunities for selling with more phone calls.
Implementing such a sophisticated system into your company can not be a straightforward job. However, if you look at its fruitful rewards, it becomes hard to reject such a tool. Have a look at the different points about how this software can impact your business.