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Any business that drives sales and generates leads through outbound telemarketing should have a predictive dialing solution. After all, it enables call centers to automate their outbound calling and connects live agents with consumers without spamming them with robocalls that have been pre-recorded. As a result, contact rates are maximized while agent downtimes are kept at a minimum.
However, that isn’t the only advantage that the technology offers. Below, we’ll cover a few more reasons why it’s an invaluable asset to the operations of call centers. Continue reading to learn more.
#1 Improves efficiency
Hitting the target sales is a priority for outbound call center managers and agents. However, it can be a colossal undertaking to meet quotas when utilizing out-of-date technology. When lines and dialing speeds are limited, and agents have to manually key in the sequences, there’s a greater chance for human error to occur, like dialing the same consumer more than once.
But with a predictive dialer, this no longer becomes an issue. Since it automates the calls, agents are able to focus on consumers instead of worrying about making mistakes or listening to voicemails and busy signals. Moreover, it allows them to adhere to TCPA compliance standards through DNC scrubbing, customizable calling times, and more. In doing so, call center businesses can avoid costly fines and legal action.
#2 Lowers operational costs
Without the use of modern solutions to optimize call center operations like predictive dialers, difficulties abound. Landlines, PBX or Private Branch Exchanges, and legacy infrastructure can all cost a lot of money. In addition, scheduling can also lack cohesion and structure. And with all the legislation that surrounds contact rates, recruiting more representatives is the only option to connect with enough consumers—and few businesses can afford this.
However, through the utilization of predictive dialers, call centers can improve their operational efficiency. As a result, they can reduce their costs considerably. Furthermore, because it minimizes human error, manual entry, and downtime, it presents them with more opportunities to increase their savings, increasing their bottom line in turn.
#3 Scaling the business according to its needs
These days, businesses across many industries are starting to migrate towards cloud computing, as it gives them the flexibility and agility to make adjustments to their operations depending on their resources, capabilities, and objectives. It can be especially important for call center businesses where decreasing or increasing the workforce occurs frequently.
Since many predictive dialers are cloud-based and have CRMs built into them, it can streamline the process. It also reduces the complexity and load of the work involved, giving call centers a greater level of scalability than if they relied on outdated technology.
Conclusion
Robust call center operations generally begin with the adoption of technologies that improve workflows and enable agents to perform and maintain a consistently high level of productivity, and none checks every box like predictive dialers do. So make sure that you invest in this type of solution, as it will allow your business to achieve its goals.
