Category: Call Center Dialer Software Solutions

Predictive dialer is more beneficial for your business. It is prove very helpful to increase your business productivity. A predictive dialer can therefore fuel efficiency, sales, and customer satisfaction while driving down costs. Let’s discuss about reasons of choose predictive dialer.

Boosts Your Business Productivity

Predictive dialers remove the need of dialing numbers manually and reduce the call connecting time by aiming to connect agents to a live person each time. It reduces call center’s agent’s repetitive work and maximizes the efficiency of the agent. Thus, it is boost your call center’s productivity.

Efficient Management of Leads

It is a lead management software. This software determines the most appropriate number for calling the customers, filters out the “do not disturb” numbers. Moreover, they can screen out do not call numbers, voicemails, and busy signals to make certain that the most numbers to be dialed out are working and eligible for calls.

Reduce Costs

A predictive dialer eliminates unnecessary expenses by using your existing computer network. This is possible due to the lesser number of outbound calls placed on the voice channels. You won’t need an expensive PBX setup or an operator who manually maintains the call log or routes calls to agents.

Connect with a More Customers in Less Time

The intelligent predictive dialer helps in efficiently outreaching a large customer base. The dialer delivers the maximum number of live calls to the agents, thereby allowing the agents to handle the best possible calls. This feature also reduces the waiting time of the agents to get connected with the prospects.

Increased Agent Efficiency

The algorithm of this dialer deduces the already saved customer data to some meaningful results. Depending on the average handling time of the agents, it makes outbound calls by predicting the availability of the agent. The dialer determines the best times to call, predicts when a current call will be finished, and proceeds to dial the next number.

Quality Monitoring

Managers can also monitor the performance of agents through the integrated call monitoring and recording interfaces. The best predictive dialer software also have in-built reporting tools that allow the managers to extract the performance reports of each agent.

Motivated Workforce

Predictive dialer allows call center agents to polish their skills by letting them get meaningful conversations going with leads. When the success rate is high, agents will automatically be more motivated to perform better.

Accelerated Sales

With predictive dialer software, you can increase the number of calls and improve the quality. A predictive dialer helps eliminate the guesswork and leads agents directly to customers who are most likely to purchase.

In modern times, small to big businesses are using cold calling to increase sales and their business growth. As the competition in the market increases, businesses are now using the latest technologies in marketing. In this condition, businesses are use of call center dialer.

A call center dialer is a calling software that helps strengthen communication between businesses and their customers. Calling is the best way if you want to achieve your target audience by reaching your customers quickly and easily. It gives permission to automated calling by reducing manual calling.

Banking Industry

Banking industry has to deal with millions of contacts for various purposes like credit card, mutual funds, recurring deposit, loans, investors, sending EMI payment reminders, etc. It is a boon for banks to deal with large databases of customers. It can seamlessly handle large customer databases and connect bank agents to customers as quickly as possible.

Telemarketing Industry

The main object of the telemarketing industry is to increase sales or transactions for any business. Businesses that are making extensive use of telemarketing to sell their products and services can primarily benefit from call center dialers. Call center dialers help the telemarketing industry to increase sales and performance.

Political Campaigns

Dialer is helping political parties in connecting them with people of constituencies to conduct surveys and polls. They can connect efficiently with people and collect information. Call center dialer becomes crucial at the time of conducting polls, enrolling volunteers or looking for donors.

Insurance Companies

Call center dialer enables an insurance agent to communicate with the prospects/clients at any time and from anywhere. It makes easy communication by detecting answering machines and busy tones so that agents always connect with a real person on the other side. It also displays the important information regarding their customer to the agent at the time of calling.

Debt Collection Industry

Call center dialer can definitely play a key role in the success of debt collection agencies. It helps in increasing agent productivity and only connects a call to the agent when a live caller appears at the other end. Thus, it is reducing the wastage of agent’s valuable time and allowing them to connect with more debtors each day.

Mortgage Industry

Contacting customers at the right time is very important for mortgage industries. The mortgage industry prefers a call center dialer to contact the customer at the right time, because they can not reach a large number of people through manual dialing. The call center dialer dials the maximum numbers per minute. It also delivers precise and needed information to the agents.

Are you ready to embark on a journey to establish a thriving call center and empower your business operations? You’re perfectly positioned! Welcome to KingAsterisk, your believed accomplice for call center dialer software arrangements. In this comprehensive guide, we will walk you through the essential steps to launch your call centers successfully, making your path to success a smoother and more productive one. 

Chapter 1: Getting Started

Before diving into the nitty-gritty details, let’s begin with a fundamental question:

Why Start a Call Center with KingAsterisk?

We, at KingAsterisk, pride ourselves on delivering top-notch call center solutions tailored to your unique needs. We know the significance of consumer loyalty, and our state of the art solution guarantees that you can offer the most ideal support.

Chapter 2: Market Research

When launching a call centers, it’s crucial to research your target market thoroughly. Understanding the interest for call center Solutions administrations in your particular industry can assist you with fitting your way to address the issues of your likely clients.

Chapter 3: Choosing the Right Location

Location, as they say, is everything. An ideal spot can essentially influence your call center’s prosperity. Is it more cost-effective to operate in-house, or should you consider outsourcing to a specialized customer service solution provider?

Chapter 4: Technology and Software Solutions

As a call centers provider, KingAsterisk plays a pivotal role in this journey. Our state of the art innovation, custom-made to your business needs, guarantees consistent activities, expanded productivity, and better client support.

Chapter 5: Staffing Your Call Center

Finding the right team is crucial for your call center’s success. Worker maintenance is imperative in the call community industry. Our software solutions can assist with further developing specialist efficiency and job fulfillment.

Chapter 6: Training and Quality Assurance

Training and quality assurance are the cornerstones of a successful call center Solutions. Our software offers constant monitoring and investigation to keep your representatives on target and ceaselessly upgrade their presentation.

Chapter 7: Customer-Centric Approach

In a world where customer experience is king, your approach should be centered on meeting customer needs. Our solutions guarantee that you have the devices to really comprehend and answer your clients’ requirements.

Chapter 8: Scaling and Growth

Your call center Solutions is ready, and now is the right time to contemplate development. Our versatile arrangements can adjust to your advancing prerequisites, it is consistent and proficient to guarantee that your development.

Section 9: Estimating Achievement

To guarantee the outcome of your call center Solutions, you want to follow and examine execution.

Our software gives important insights into call centers execution, empowering information driven choices to help your proficiency.

Section 10: Future Patterns and Advancement

The universe of call center Solutions is continuously developing. We are focused on remaining on the front line of innovation to give you the most developed arrangements.

Conclusion: Your Journey with KingAsterisk

In this guide, we’ve covered the critical stages to begin and effectively run a call center. KingAsterisk is your best buddy all through this excursion. We give custom-made programming solutions that upgrade your tasks, further develop consumer loyalty, and position you for long haul achievement.

Prepared to set out on your call centers venture? Partner with KingAsterisk, and together, we’ll build a future where your multi-tenant call center is a thriving hub of customer engagement and business success.

Contact us today to learn more and take the first step towards your call center’s success. Our group is waiting to respond to any inquiries you might have and give customized arrangements. Come along with us in molding the eventual fate of call center Solutions greatness!

Call forwarding is the process of redirecting incoming calls from one number to another number. Call forwarding software allows you to do this process. The caller does not even know that the call is being forward. Call forwarding is also known as “Call Transfer”.

Call forwarding software is mostly use in offices. When an employee is not available to receive the call, an employee who is available to receive the call is forward to that employee’s number. This helps callers get answers to their queries faster and improves productivity.

Benefits of Call Forwarding Software

Never Miss An Any Business Call

When an employee is not available or the phone lines are busy, the call is forward to another number. And this number can also be a mobile phone or home phone number. So that no important business call is missed and the employee can also leave the office freely.

Save Money

Call forwarding software helps businesses save money. If businesses use this software, they do not need to install any hardware or rent phone lines. Apart from this, if the business is at an international level and the team has international employees, then call forwarding software is the best solution to reduce costs.

Improve Customer Service

Providing better customer service is the main goal of any business and it is also important. In order to provide better customer service, it is necessary to answer every question of the customers quickly. For this, businesses should ensure that the number to which the call is forward can answer every question of the customer or not.

When the customer calls and the phone lines are busy or there is no one to receive the call, then the call can be forward to another number with the help of call forwarding software. So, there is no need to wait for the customers and they also get solutions to their queries quickly. By doing this, the brand image of the businesses is also improved and customers are also satisfied with the services of the business.

Improve Workflow

Call forwarding software helps in improving the workflow of your employees. When a call is forward to another number with the help of this software, only the call is not forward but the workflow of one employee is transfer to another employee. When an employee is already busy on a call, then calls to his number are forward to another number. And for this there is no need to manually forward the call.

If an incoming call comes from another country, the call can be forward to an employee who speaks the caller’s regional language. So that he can answer every question in the caller’s regional language.

Stay Connected 24/7

Call forwarding allows you to forward your business calls to any number or device you want. You can be available to your clients even after working hours. Especially when you have an international client or are working on an important project.

Apart from this, you can answer calls from your mobile phone even when you are working from home and travelling. In this way you can receive calls from any device at any time.

If one of your employees is not in the office, leaving a voicemail is required and this requires a long process such as a “voicemail tag” or “phone tag”.

Increase Staff Availability

Alternatively, if you use call forwarding software, you can forward calls to your employee’s mobile phone or home phone. This also provides real-time customer support that is convenient for your customers.

In an age where customer interactions are pivotal, the choice of a dialer for a call center becomes a strategic decision that can make or break the seamless flow of operations. Join us on this journey as we unravel the nuances of various dialer types, with a keen focus on our cutting-edge predictive dialers that redefine efficiency standards.

As your trusted call center software solution provider, we bring you insights, industry trends, and a roadmap to navigate the complex landscape of dialer technologies. This blog isn’t just a guide; it’s a gateway to a future where your call center isn’t just functional but excels in delivering exceptional customer experiences.

At KingAsterisk, we understand the pivotal role a dialer plays in enhancing efficiency and boosting productivity. Let’s explore the key aspects of selecting the perfect dialer for your call center.

Understanding Dialers For Call Centers

Dialers come in various types, each catering to specific needs. From predictive dialers to progressive dialers, finding the right fit is crucial. But why does it matter? A well-suited dialer ensures seamless operations, minimizing downtime and maximizing agent-client interactions.

The Power Of Predictive Dialers

Unlock unparalleled efficiency with our state-of-the-art predictive dialers. Predictive dialing algorithms optimize call rates, ensuring agents are engaged consistently. This means less waiting time for your clients and increased talk time for your agents. Efficiency, redefined.

Tailoring Dialer Solutions To Your Needs

At KingAsterisk, we recognize that one size doesn’t fit all. Our customizable call center dialer solutions cater to the unique requirements of your call center. Whether you prioritize outbound campaigns or focus on inbound customer service, our dialers adapt to your workflow seamlessly.

Why Our Dialers Stand Out

Smart Automation 

Our dialers incorporate intelligent automation, streamlining repetitive tasks and allowing agents to focus on meaningful conversations.

Real-Time Analytics 

Stay ahead of the curve with our dialers’ robust analytics. Track performance metrics, monitor call quality, and make data-driven decisions for continuous improvement.

 Scalability 

As your call center grows, so should your tools. Our dialers are designed for scalability, ensuring they evolve with your business.

How Can a Dialer Impact Customer Satisfaction?

A client receives a call precisely when they need assistance. Our dialers ensure timely connections, contributing to enhanced customer satisfaction. Can your call center afford to miss out on such a fundamental element?

The Future of Call Center Technology

Embrace the future with our dialer technology. Our commitment to innovation ensures your call center stays ahead in the dynamic landscape of customer service. Elevate your operations, enhance customer interactions, and leave a lasting impression.

At KingAsterisk, we don’t just anticipate this future; we shape it. Join us on this exciting journey as we continue to redefine the boundaries of contact center success through innovative and forward-thinking technology. The future is calling, and we’re answering it with efficiency, intelligence, and unparalleled dedication.

Dialing into Success with KingAsterisk

In conclusion, the right dialer isn’t just a tool; it’s a strategic asset. Join hands with KingAsterisk for a transformative experience in call center contracts. Revolutionize your operations, empower your agents, and watch your call center thrive.

Unleash the power of efficiency – choose the right dialer for your contact Center success.

Ever thought about the eventual fate of client care? Spoiler alert: It’s in the cloud! Welcome to the era of virtual call centers. The cooperative energy of Cloud Contact Center Solutions and high level tools like VICIDial opens new entryways for improved communication systems. We’re going to spill some industry mysteries, sprinkle in a smidgen of VICIDial enchantment, and set you on a course to reclassify client commitment. So, fasten your seatbelts – the cloud journey is about to take off!

Cloud-Based Contact Center Solutions

Picture this: Your business is booming, and suddenly you need to handle a surge in customer queries. 

With cloud-based solutions, scaling up becomes as easy as a few clicks. These solutions operate on a Software as a Service (SaaS) model. Here you have to only pay for what tools or services you need. Specialists can team up consistently, establishing a dynamic and dexterous climate.

Benefits of Cloud Contact Center Services

Scalability 

Cloud-hosted contact centers can effortlessly scale operations based on demand, accommodating growth without the hassle of physical infrastructure.

Virtual Contact Center Platform:

Whether it’s a remote setup or a global team, the cloud adapts to your needs. Because cloud contact centers are virtual, agents can work from anywhere, encouraging a distributed and adaptable workforce.

Disaster Recovery Made Simple:

Picture this – your on-premise systems encounter a hiccup. What occurs straightaway? Cloud contact center Solutions administrations guarantee consistent debacle recuperation. Your data is securely stored off-site, ready to be restored promptly, minimizing downtime and ensuring continuous operations.

Enhanced Security for Peace of Mind:

Security is non-negotiable, especially when dealing with customer data. Cloud contact center services execute powerful safety efforts, defending touchy data. You can rest assured that the interactions you have with your customers are protected in a safe setting.

Rapid Contact Center Deployment Without the Hassle:

Traditional setups often involve lengthy deployment processes. Get your contact center up and running swiftly, reducing downtime and ensuring a quick transition.

Integration Possibilities for a Unified Experience:

Cloud solutions offer integration possibilities that improve the general client experience. Interface your contact place with CRM frameworks, specialized devices, and that’s just the beginning, making a unified platform.

Hosted Contact Center Technology

Picture this: No bulky servers, no complex installations. 

The hosted approach simplifies management, allowing businesses to focus on core operations. Your data is safe and sound, even in the face of unexpected events. 

Cloud Customer Engagement Solutions: An Universal Approach

Cloud customer engagement solutions flawlessly incorporated with VICIDial, offering a complete tool kit for overseeing corporations productively. Cloud-based customer engagement breaks down the barriers of traditional communication, reaching your audience wherever they are – be it social media, email, or even on-the-go with mobile apps. Whether your customers prefer chatting, emailing, or even tweeting, a universal approach ensures a seamless experience across every interaction. 

Important Note: KingAsterisk Technologies stands out by not only offering advanced solutions but also by installing and configuring VICIDial on a free-of-cost basis. 

Conclusion: Bridging Efficiency and Affordability

All in all, The extension of proficiency and reasonableness is directly before you. No longer constrained by physical infrastructure, your operations can now scale effortlessly with demand. With SaaS models and free VICIDial installations and configurations, we, KingAsterisk Technology, ensure that cutting-edge technology isn’t reserved for the giants. 

Are you ready to redefine your customer service? Reach out to KingAsterisk Technologies for a seamless VICIDial experience!

Did you know that businesses using advanced Progressive Dialers witness a whopping 30% boost in productivity? 

At KingAsterisk Technologies, we’re dedicated to improving your team’s communication. In this blog, we will understand the impact of Progressive Dialer, investigating their advantages, high level arrangements, and how they improve your proficiency at a very minimal cost.

Have you ever been annoyed by being flooded with calls or waiting for a call to connect?

Understanding Progressive Dialers

Ever wondered how some call centers seem to effortlessly manage calls, connecting agents with leads seamlessly?

Modern dialer technology is based on progressive dialing systems. They offer intelligent dialing automation that adjusts to your specific needs, going above and beyond the norm. They intelligently dial numbers based on agent availability, ensuring no time is wasted. Monitor agent performance and call success, and adjust your strategy for best results.

Progressive Dialer: Next-Gen Dialing Platforms

Did you know? Progressive Dialers analyze real-time data to make sure you’re always connecting with the right leads at the right time.
The way you connect with your audience is redefined by our advanced calling solutions, also known as next-generation dialing platforms. Analyzing call patterns, identifying trends – it’s like having a data scientist for your call center.

Dialing Automation Technology

Did you know that automated dialers significantly reduce errors? 

Yep, that’s right. No more misdials or awkward silences. Every number is dialed with precision, making sure you’re always one step ahead. Dialing Automation Technology ensures accuracy. 

Picture this: a dialing system that adapts to your pace, intelligently optimizing call queues. That’s dialing automation technology. It adapts to your workflow, ensuring you’re not rushing through calls or waiting idly. 

Efficiency Meets Affordability with Vicidial

Ever wished your agents could make more calls without burning out?

KingAsterisk Technologies takes it a step further. We offer a free-of-cost installation and configuration of Vicidial, our preferred dialing solution. Our nonstop help guarantees that your tasks run as expected, regardless of time.

When it comes to Progressive Dialers, think beyond the basics. Our advanced dialing solutions and next-gen dialing platforms redefine industry standards, making your communication strategy not just effective but innovative as well.

Did you know? Vicidial’s analytics empower you to identify trends and optimize your approach for better results.

Important Note: Vicidial Installation Offer

As part of our commitment to providing value, KingAsterisk Technologies installs and configures your Vicidial for free. 

Conclusion

The data doesn’t lie: modern dialer systems equipped with intelligent automation technology redefine the efficiency game. At KingAsterisk Technologies, Our advanced dialing solutions redefine industry standards.  

So, are you ready to upgrade? Reach out to our experts for a free demo and more information.

Whether you are a startup, a small business, or a well-established corporation, the way you handle your phone calls can make or break your reputation. That is where KingAsterisk, a main call center outsourcing software solution supplier, steps in to reform your correspondence system.

Why Outsource Your Call Center Phone Answering Services?

In the digital age, customers expect immediate responses. Whether it’s a query about your product, a service request, or a simple greeting, every call matters. However, managing an in-house outsourced phone answering service team can be costly, time-consuming, and prone to errors. This is where outsourcing phone answering services becomes a game-changer.

KingAsterisk: Your Communication Accomplice

At KingAsterisk, we grasp the significance of compelling and responsive correspondence. Our state of the art call center programming arrangements are intended to assist you with smoothing out your business communication consistently. We value offering tailor made administrations to take care of your novel necessities.

Why Choose KingAsterisk?

24/7 Availability 

In today’s globalized world, time zones don’t matter. With KingAsterisk, your clients can contact you nonstop, giving the degree of administration that guarantees consumer loyalty.

Cost-Efficiency 

Outsourcing your phone answering services to us saves you money. You no longer have to bear the costs of hiring, training, and retaining an in-house team. 

Scalability

We adapt to your business needs. As your business develops, we develop with you, guaranteeing that you generally have the right degree of help.

Professionalism

Our well-trained and courteous call agents represent your brand with the professionalism it deserves. 

Advanced Technology 

We leverage cutting-edge outbound call center solutions to ensure that your calls are answered promptly and accurately.

Benefits of Outsourced Call Center Phone Answering Services

Now, let’s dive deeper into the advantages of outsourcing your phone answering services, that matter most in the realm of business communication:

Improved Customer Satisfaction

When your customers can reach you at any time, their satisfaction soars. Imagine a potential client calling at midnight, and a friendly, well-informed agent answers their queries. That’s a game-changer!

Call Center Cost Savings

Reducing operational costs is a top priority for any business. Outsourcing phone answering services means you no longer have to worry about hiring and training, as well as the ongoing expense of payroll.

Call Center Scalability

As your business grows, so do your communication needs. KingAsterisk offers versatile call center dialer arrangements, guaranteeing that you have the right degree of help as your business grows.

Focus on Core Activities

When you let us handle your calls, you free up your valuable time and resources to concentrate on your core business activities.

Call Center Data Security

Your business data is of utmost importance. KingAsterisk employs the latest security measures to keep your information safe from prying eyes.

Frequently Asked Questions (FAQs)

1. Q: How does KingAsterisk ensure 24/7 availability?

We have a devoted group of call specialists working in movements to guarantee that somebody is consistently accessible to answer your calls, regardless of the time.

2. Q: Can KingAsterisk adapt to our specific business needs?

Absolutely. We offer adaptable phone answering solutions, so whether you’re an independent company or an enormous enterprise, our solutions are custom-made to accommodate your prerequisites.

3. Q: How would you ensure information security?

We utilize progressed encryption and security conventions to shield your information. Have confidence, your data is in safe hands.

The KingAsterisk Call Center Difference

Outsourcing your phone answering services to KingAsterisk not only elevates your customer service but also enhances your brand’s reputation. Our group turns into an expansion of your business, giving that individual touch that clients esteem.

Remember, Your Call, Your Business,Our Solution!

In today’s time, people from children to the elderly are using mobile phones. This is why today’s companies, whether small or large, national or multinational, are looking for reliable and secure telephony solutions with Call forwarding that can improve the communication process of the company and its customers.

Call Forwarding software is a reliable and secure telephony solution. It helps companies redirect their incoming calls to another number. Not only that, with its help calls can be calls sent on pre-recorded voicemails. Its main purpose is to transfer all incoming calls to the right number at the right time.

According to our study, most customers agree that the inability to resolve issues effectively is the most frustrating aspect. Which guarantees bad customer service. Call forwarding ensures that customers receive fast and reliable customer service or not.

How Does Call Forwarding Work?

Initially call forwarding was only to forward incoming calls to another number. But with the passage of time advanced features were add to it with the evolving technology. By which the customer experience can be enhance.

When customers call the company, the destination number is also transfer with the help of this facility. So that you can answer the call without waiting for your customers. Apart from this you can set up call forwarding in minutes. You can also know when, how and to whom the call was forward and can also customize it.

The company should resort to call forwarding in the following situations.

When Lines are Busy

When a customer calls and if you are connect to another customer then the calling customer has to wait. And customers can be disconnect. If it doesn’t happen and you don’t want your customer to have to wait or disconnect the call, call forwarding can help you handle your customer’s calls. With the help of call forwarding, the call can be forward to another number when it is busy.

Unanswered/ Not Attend Calls

When you are not available near the call or cannot answer the call or cannot receive the call then in this condition your call needs to be forwarded. With call forwarding, calls from important customers do not have to be missed. Apart from that you can send the call to a pre-recorded voicemail.

When You are Unreachable

If there is no signal in your phone or the battery is dead, then you can forward your customer’s call to another number. This feature will not let you miss any important call of your customer.

Sequential Forwarding

Maybe you are dedicate to specific customers as their customer service representative. Customers who call in may prefer speaking to you over your colleagues.

With this rule, you can forward calls according to your desired sequence of numbers and devices.

Set your mobile number right after your office number, making it more likely that your customers reach you if they can’t get through your first number. If they still can’t reach you, then direct them to your next colleague’s number.

Sequence-based call forwarding can also be determined by priority, skill-level, or any other criteria you find most relevant to your role or business.

Simultaneous Ringing

This may be the fastest way to connect the caller to a representative.

Simultaneous ringing allows you to simultaneously ring a group of numbers.

If it doesn’t matter who specifically your customers reach, use your VoIP software to forward calls to the entire team’s numbers at the same time. There’s a greater chance that someone is available to respond.

Selective Forwarding

Efficiently forward calls by utilizing data with the incoming number.

Integrate your CRM tools with your VoIP software to recognize which customer is calling in. Immediately forward them to the dedicated customer service rep.

You can also use VoIP software to recognize country codes, and route them to the regional sales rep.

Or forward specific numbers to your colleagues because there are some numbers you just want to avoid.

Have you ever been looking for different types of outbound dialers and campaign execution? Kingasterisk Technologies provide more than just one type of dialer Including a Predictive Dialer.

Whether it’s for customer loyalty, collection, surveys or telemarketing, dialing technologies are indispensable tools for any contact center. A contact center has the option to choose from different types of outbound dialers including Preview dialers and Predictive dialers.

Preview Dialer

Preview dialing is the simplest outbound dialing mechanism provided by King Asterisk Technologies. With a preview dialer at the end of a call your advisors are able to see the next call in the list. It is up to them when to make the call and they may also be able to skip to the next name on the list. This can be ideal for more complex sales where a bit of research is require between calls to increase the chances of success.

The preview dialer selects a customer record from a call list and proposes this call record to an agent. The agent can then look at the customer record (the “preview” phase) and decide to call this customer. The agent will hear the progress of the call on the phone line. If the customer is busy, the agent hears busy tone, if the customer is not answering the phone the agent hears ringback tone until ending the call, and, of course, if the customer answers the phone the agent can talk to the customer.

When your system detects that one of your agents is available, it presents him with a form containing all the information contained in external databases (CRM or other).

The agent will then read the file in front of his screen, get an overview of the customer’s situation and will be able to get a first idea of what to expect from that specific call. Thus, when he is ready he will be able to trigger the call by clicking on a button on his interface.

The Preview Dialer allows you to:

– Give agents the option to reject a recording and move on to the next recording;

– Apply a more restrictive mode where your agent has no choice but to make the call;

– Set an automatic timeout period after which, the registration number is dial no matter what happens.

It is clear that Preview Dialer offers the greatest working comfort to agents. However, it is not necessarily optimal in terms of productivity. If your agents cannot be sure before initiating calls that a client will pick up and another will actually be available. He may indeed spend a significant part of his time preparing calls that will not succeed.

This is why it is wise to use this dialer for qualitative phone campaigns where clients could be warned in advance that they will be called. This optimal use is one where the starting point is a list of scheduled appointments or reminders are set to guarantee a much higher reachability rate than simple cold calls. Once the agent finishes the current call, the next call request is routed to the agent screen. The dialer decides which call is propose to which agent and when. The agent can preview, accept, or reject the call. This can be ideal for more complex sales where a bit of research is require between calls to increase the chances of success.

If each case of call is complicate, or needs to be personalize to a high degree, then you might want your agents to spend 5-20 minutes preparing for their call. In this case, it’s best you use a preview dialer.

Predictive Dialer

The most intensive solution is the predictive dialer. With the progressive dialer, although calls are made as soon as advisors are available, many of those calls incur a long ring time, are engaged or hit an answer-phone—all wasted time with an advisor on the end of the line.

The predictive dialer determines that a percentage of calls will be unsuccessful and therefore over-dials connecting ‘live’ callers to the advisors as soon as they come available. Predictive dialers are typically use in very high volume low margin outbound contact centers where the efficiency of the advisors and the cost per call are paramount—seconds matter.

The areas to be aware of are two-fold. As we see in TV programmes, unless managed correctly predictive dialers can overcompensate and end up with more live callers than advisors. This leaves bewildered customers or prospects hanging on a deadline.

To counter this, Ofcom regulations state that no more than 3% of callers can be abandone in this way.

Secondly, the effect on your advisors should be taken into account. They are not cogs in a machine. Having calls deliver to you without respite can reduce their morale and effectiveness with customers. Time should be taken to weigh up the extra gain from predictive dialing versus the negative risks on your brand and your team.

This is ideal where the calls are very similar in nature and advisors benefit from having the system tee up the next call for them.

Predictive dialing introduces a predictive dialing engine that initiates outbound calls based on outbound campaign call lists automatically in the background. The predictive dialing engine handles all calls (including call classification if a number is busy or not answering) until a call is connect.

Our predictive dialers even feature an answering machine detection so that only calls answer by a person are connect to an agent. Based on complex and mathematical algorithms, the predictive dialing engine defines the number of calls that are initiate and when they are start. However, introducing predictive dialing bears the risk of calls needing to be drop when a customer answers the phone but no agent is available at this moment. Predictive dialing is the most effective outbound dialing mode.

The predictive dialing engine starts outbound calls automatically based on outbound campaign call lists. The dialing algorithm balances automated dialing rate in real time based on agent availability and multiple call handling-related statistics. The campaign manager can adjust dialing algorithm parameters. Answered calls are routed to agents, others are re-scheduled automatically.

From a technical point of view, it would be more appropriate to describe them as over-numbering call campaigns. After all, predictive refers to the ability of the system to use data from your telephone activity. In particular, the conversation time, the dropout rate, the occupancy rate, etc. This will allow predicting which agents will soon be available. 

However, to achieve this balance between agents and callers, you must take into account calls that are not answer and those that end up on answering machines. Which triggers over-numbering, dialing many more numbers than there are agents.

On the other hand with real-time statistical analysis of activity data, it is now possible to go very far in the adjustment between number of calls and number of agents.

So if you want to take your outbound call campaigns to the next level, Predictive Dialer drastically improves the efficiency of your Contact center. 

Predictive dialers help contact centers to manage large-scale outbound marketing campaigns without deploying extra agents. As the auto dialer initiates multiple calls for each available agent, it becomes easier for businesses to communicate with more customers and leads by reducing the time between two outbound calls.

However, predictive dialers do have some flaws. Predictive dialers begin making new calls before an agent is available, assuming that it will have a customer ready as the agent is ending another call. With this type of auto-dialing, calls often reach prospective customers before an agent is available to speak with them.

When this happens, there is a delay in response time from the agent, which many customers find frustrating. Customers may already be frustrate when they are connect to an agent, or they may abandon calls before an agent is even available. Because of this, predictive dialing can seem impersonal, and may not be the best choice when your call center prioritizes rapport between an agent and a customer.

For instance, if you are cold calling completely new data, and have no prior history to read up, that means your agents can get on their call with zero preparation. So, a predictive dialer is best for this.

Conclusion

As we said at the beginning of this article, any campaign must be based on a detailed analysis of clients. In other words, you must answer these pivotal questions, when can you reach customers? Are they really likely to be interest in the offer? And also on which communication channel should we contact them?

Rather than betting on volume, Kingasterisk Technologies focus on customer experience. So, it exploit the ability of call engines to integrate this knowledge to define more targeted call and callback strategies. Typically, we suggest you should choose dialers based on the number of calls made per day. 

For example,

50-100 calls. Choose a Preview Dialer.

500+ calls Choose a Predictive dialer.

At Kingasterisk Technologies, our core focus is on helping our customers to handle inbound calls with style. As part of our service, customers also get the ability to make outbound calls from their CRM instance and this often raises questions about terminology for outbound calls.