Learn How a Hosted Predictive Dialer is better for Your Call Center - Intercloud9


Monday, 12 August 2013 00:00

Learn How a Hosted Predictive Dialer is better for Your Call Center

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A hosted predictive dialer goes through a series of computer statistical algorithms to make calls, and predicts the availability of agents. It adjusts the calling process in accordance to the number of agents available as calls are connecting to the contact list. The predictive dialer monitors and y predicts the calls it places, taking into account the number of available agents, actual time difference between each answered calls and how longer it takes to answer the call. The dialer moves past calls which are not answered, fax machines, answering machines, busy numbers and disconnected numbers. In short, it only connects the answered calls to the agents. This valuable process saves a huge amount of time for call centers as the agents don't have to dial the calls manually and don't have to wait for calls that aren’t connecting or answering machines.

Predictive dialer-applications allow call centers to significantly increase revenue and productivity rate because the software eliminates the time that call agents spend manually dialing numbers and waiting for telephone calls to be answered. This modern technology ensures that agents spend their time in an efficient manner. The system can estimate or predict when an agent is likely to finish his current phone call, and dials another phone line automatically while the agent is still in conversation. As soon as the agent is available for a call, the dialer software passes the phone call to the agent with the prospect on the line.

The benefit of using such a system is that it has the ability to make your call center agents virtual. In other words, your agents can be the part of the call center even if they are not present at the facility. Hosted predictive dialer technology enables employees/agents to work from any place with an internet connection. The only other required item is a headset. As it is a hosted solution, managers can keep track of the agents' productivity and efficiency. Furthermore, they can immediately get the agents' work reports, even if they are traveling.

Hosted predictive dialers are also known as web based predictive dialers. This dialer solution is actually a normal predictive dialer solution, but it is offered through a web hosted interface. Just like the normal service, web based solution dials a list of predefined cell phone and telephone numbers in such a calculated way that it eliminates those calls that are busy, no answer, fax, answering machine. Some dialers offer the removal of numbers that are enlisted with the National Do Not Call Registry. This hosted solution is an ideal and cost effective solution for call center that can efficiently improve sales and marketing activities. It is Software as a Service model solution offered by some of the well known hosting companies.

With this technology, large amounts of time can be saved courtesy of the lead management feature. This option organizes vital information like callbacks, leads and sales. Some predictive dialer solutions allow for better management of the agents in a call center because the applications allow the call center management to listen to agents at any time, without the agent's knowledge. It is also possible to view the number of calls agents have completed in real time and the total break time each agent has taken in a particular working period.

 

Read 2493 timesLast modified on Monday, 06 October 2014 12:13

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