Most businesses still use dialing machines to call their clients. However, this process is very inefficient since most numbers may not be available or no one might be there to take the call. Fortunately, the use of predictive dialer software now makes it more efficient for businesses to contact their existing or potential clients.
An Overview Of Predictive Dialers
A predictive dialer is a system of outbound processing and management. It consists of computer algorithms that help you in calling only the available phone numbers. It means the system clears out calls that don’t connect and screens connections that only end up in voicemail or answering machines. Thus, predictive dialers pick out those calls that were answered by a human at the end of the line.
Predictive dialers from reliable companies like Call Cowboy work continuously, so there’s no waiting time. Your call agents also don’t need to dial the phone as the software starts making another call automatically when one is about to end.
Predictive dialers are also efficient since they improve productivity by calculating how long the call would last. It helps the agents make more calls every hour. Moreover, such dialers make calls based on the performance of the agents, types of campaigns, and client preferences. These also help convert your prospective leads into buying customers.
A predictive dialer also works by analyzing various call patterns, which enable them to change several call structures for optimal success. It doesn’t need human intervention as compared to manual dialing.
Tips On Selecting A Predictive Dialer For Your Business
With the number of predictive dialers available in the market today, you can easily be confused with choosing the best fit for your business. So, make sure to consider the following things in mind when choosing the right predictive dialer software:
1. Check The Technical Support
There’s no point in choosing a fancy predictive dialer that does everything you want, yet it’s too complex to use. For this reason, it’s wise to look for a dialer that is backed by an excellent free technical support.
Your chosen predictive dialer software’s technical support must be available not just during working hours but also 24/7. Having some support resources like videos is also a sign that your dialer company is heavily invested in their support infrastructure. To know how good their support is, you may check reviews online or ask the experience of their current or previous clients.
Having a reliable and stable working process is essential for productivity. So, one of the things to consider when looking for predictive dialers is software compatibility.
In today’s tech-driven world, some things may still go wrong in many ways, including the implementation of your predictive dialers. You could later find out that the one you got may not be a perfect match for your unique business needs, after all. Perhaps it also failed to integrate with some of your existing business systems, or it later became unable to resolve all tasks. If you don’t want any of these mishaps to happen, check the software’s compatibility before buying it.
This act won’t be a hassle to vendors, too, as many dialer providers are willing to give their customers a free trial period that’s good for several days. They may also show how their products work via product demos. If your preferred provider offers these add-ons, don’t hesitate to try the software before making any commitment. It could be the only way for you to determine if their product is a good fit for your business.
3. CRM Integration Capability
One of the essentials of starting an online business is CRM or customer relationship management. For this reason, it’s important that your chosen predictive dialer features a seamless CRM integration function. It should let you update records easily within the dialer and make data entry processes more efficient and manageable. So, look for dialers with a CRM integration capability or ask your preferred vendor if they could help integrate the CRM you’re using. It’s a plus if they’re familiar with the CRM system or software you’re using, so keep an eye out for such providers, too.
4. Check The Features
Predictive dialers in their basic version may only make different calls simultaneously from the list and connect live conversations with available agents. If you want to get the best results from your campaigns, make sure to choose a predictive dialer that has these essential features:
- Flexible Redialing Rules: You may configure redialing intervals for a failed dialing attempt. That way, agents could handle many contacts from the list.
- Voice Call Recording: This feature records conversations between your customers and agents. Listening in is a way to monitor the agents’ activity and control the quality of their performance by checking whether they’re meeting the set standards and following compliance regulations.
- Auto Callbacks: It enables creating callbacks automatically during outbound campaigns, and redirects calls to the next available agents.
- Local Caller ID: Your potential customers don’t want calls from unknown numbers. With the local caller ID feature of predictive dialers, it enables you to boost contact rates.
- Time Zones: Timing is relevant in securing more call connections. For instance, if agents make calls to Japan during the early morning hours in the US time zone, that would be inappropriate as it could disturb the people following an opposite time zone on the other side of the world. This move might result in the company losing clients instead of gaining them. If potential clients are spread worldwide, predictive dialers must have the intelligence to schedule calls to various parts of the world. When this specific customer information is provided to the dialers, they could then make outbound calls to customers at the appropriate time.
- Scripts: This feature allows users to construct flexible call scripts that could be displayed on the agent’s screen during calls. It’ll create a better working environment for the operators.
- Smart Retry: Calls are disconnected and accidentally dropped all the time. With the predictive dialer’s smart retry feature, your dialer solution would automatically redial the numbers if the call is lost. It then frees up the agents from having to call back or asking clients to provide callback numbers, which helps save more time once dropped calls happen.
- SMS And Email Integration: Calls are still an essential aspect of any contact or call center. But they might not be the primary contact method utilized by some customers. Emails and SMS are quickly becoming popular channels for clients to communicate with businesses. Integrations with such channels might enable agents to send some follow-up messages or generate responses automatically when phone calls end.
5. Manage Multiple Campaigns
In many outbound call centers, it isn’t uncommon to manage various call campaigns. If it happens, it might be hard to manage and keep track of campaign details properly, most particularly if you don’t use the appropriate technology.
Fortunately, the best predictive dialer would lend itself well for this purpose. They support different campaigns without compromising quality, and enable agents seamless access to manage the necessary information from their interface. It makes moving between campaigns easier.
If you’re planning to stay in business for a long time, you must include scalability as one thing you should consider when choosing predictive dialers. Scalability is essential, especially for companies that run seasonal businesses.
Thus, you should check how many outbound calls the dialer can handle or how quickly the software can remove or add agents from campaigns. If predictive dialers work correctly, you have to check whether it’ll still function properly after your modifications.
7. Customizing Pace Algorithm
A predictive dialer uses particular algorithms when determining the pace of dialing. For the maximization of the users’ productivity and lessen the idle time, the algorithm of predictive dialers must alter the pace of dialing with regard to the previous interaction styles and customer profile.
To activate this task, rules for dialing could be configured which will alter the ratio of pacing, subject to several scenarios, such as determining the volume of agents currently present to handle the connected calls for every dialed number at certain time periods.
The idle time of contact center agents is the main enemy of productivity. However, overloading your agents with blankets of calls that they cannot handle isn’t an efficient approach. A better way of getting more out of your staff is to provide them with the proper amount of work, and provide it to them at a pace they can handle.
Using the algorithms of predictive dialers, the software understands which agents are currently available. It also balances information on how well such agents would be able to meet the needs of particular callers; such is the recipe for sales success and customer service. When the connection is made by a dialer, it’ll be handed off to the agent who could most likely close the sale and bring home the win for the entire company.
Another thing to consider is the cost of predictive dialers. This may vary depending on the provider’s limitations and functionalities. Regardless of your preferences, you may try the free basic app or purchase multi-functional dialer software.
Your choice will be based on your business requirements. If you’re searching for a one-time solution, free apps are your go-to. If you require decent dialers for a longer period, be ready to invest. Usually, free software lacks technical support and has limited capabilities.
9. Call Dispositions
A way of standardizing an agent’s call process is updating the call’s final outcome with the use of the predefined kind of call disposition. A disposition code is the description of the outcome of the call as reflected within the call logs and profiles of the contacts. For example, different disposition codes could have varying labels such as busy, call initiated, or call. It helps team leaders to assess the log lists to learn of the call’s exact outcome.
Agents may also choose a scheduled callback disposition at the customers’ preferred time. Reminders of such callbacks will alarm a few minutes before the call, which helps them get ready for it.
10. Legal Compliance
Because of its complicated history, outbound calls are strictly regulated by law. There are different legal regulations imposed on some aspects of this process. For instance, you’re not allowed to call people who have asked not to be contacted. Another is that you should also begin conversations immediately after the prospect answers the calls. These are but two of many examples.
Predictive dialers that follow regional regulations and restrictions may help you avoid headaches from controlling everything using the manual process.
11. Ringing Strategy
Good predictive dialers use the agents’ availability at any particular point in the day by using a ringing strategy. It determines the pattern in which customers are connected to the first available agents.
There are two primary ringing strategies: the round-robin memory and ring-all strategy. In the ring-all strategy, all agents are simultaneously notified about the calls, and whoever picks up the call first will attend to it. If more agents are away from their desks, there’s another agent available to answer the call.
On the other hand, the round-robin memory strategy requires agents to be notified one after another. If the next call comes, the software automatically directs it to the next person in the queue rather than starting from the first person in the queue again. With this strategy, companies could check missed calls by particular agents compared to missed calls by the whole department or queue.
12. Skill-Based Routing
One of the essential things about interacting with customers via phone is that the agent has to be polite, forthcoming, and well-informed. If inbound calls come and customers are led to agents who provide incorrect information, it could cost your company a customer.
Therefore, predictive dialers have a skill-based routing feature to direct customers’ calls to the right agents. It’s based on internal performance reviews, customer feedback, and more. Predictive dialers must also be intelligent enough to know which agents might be the ideal ones for specific customers. This could guarantee improved customer satisfaction in the end.
You can be persuaded by a great price or a good feature list of any predictive dialer software. However, choosing the cheapest solution might inconvenience you more in the long run because of missing functionalities. Picking the software with the biggest list of features, on the other hand, may have your business paying extra for the features that your teams might not use. Thus, to get the most out of your investment, go with the best predictive dialer software that offers the right features you need at a reasonable price.