![[Ultimate Guide] How to Set Up a Call Center in 2022?](https://cdn.c-zentrix.com/blog-images/the-checklist-for-your-call-center-setup.jpeg)
Call Center, Omnichannel
[Ultimate Guide] How to Set Up a Call Center in 2022?
Customers will often pick brands based on multiple factors, one of the few important factors being brand reputation, service, and authenticity. Investing in a customer has become more and more important as the customer is riddled with choices in the present-day market. Maintaining a constant and consistent dialogue with the customer helps in establishing brand image and relations. Most sales conversations or relationships are built over calls, where a sales agent will manually dial the given number. This led to the eventual development of the autodialer system in contact centers.
1. What is an Autodialer?
2. Features of an Autodialer that help your Outbound Campaign
Autodialers automatically dial out a customer's number from an inherently vast database. The software helps in performing rudimentary tasks such as fetching and dialing out numbers and distinguishing between a person and an answering machine at staggering speeds. This helps bring up an agent’s efficiency by essentially negating any time spent waiting for the call to connect or any unanswered calls. The main need for an autodialer is to help agents reduce focus on dialing and waiting for the response. Instead, agents can focus more on the delivery of the given message to successful prospects/customers which are being sifted through at immense speed by the autodialer software.
An autodialer is a data-driven software. It is able to separate fresh calls from already dialed calls. With DNC scrubbing, it ensures that DNC-marked numbers are not dialed out.
Different policies can be set for the calls that don’t get connected – such calls can be dialed out after a set interval or at a different time of the day. Autodialers can be set to dial alternate numbers of the same contact, incase the first number doesn’t get connected. Various call insights like the total number of calls, average time on call, and agent wait time all help in understanding the efficiency of the system and bring forth space for dialogue for further improvement based on statistics. This information will help you to improve outbound contact center efficiency.
Autodialers come with built-in call recording features which record 100% of the calls. This functionality helps managers assess agents, based on performance and identify underlying inefficiencies. Beyond quality, call recording is an excellent feature to understand customer sentiments, agent performance, and other intricate data. The successful calls can be shared with other agents to understand how to do a good pitch and handle objections.
The autodialer reduces agent downtime by constantly placing calls based on agent availability, instantaneously. Predictive dialers perform the same function based on a previous assessment of agent AHT. The pacing ratio determines the number of phone numbers that the dialer should call simultaneously to get the best outcome. Autodialer helps improve agent efficiency and total call time. With the time saved, your agents can spend more time on the interactions than on manually dialing. Manual dialing takes its toll on your agent’s productivity and overall operational efficiency as well. Autodialers help scale the volume of outbound calls and connect rates for up to 300%.
The software provides live interactions for the manager through a simple and easy-to-use dashboard. The manager can now monitor and assess outbound campaigns and rescale them according to need and efficiency. It also allows the manager to keep track of performance and numerous activities based on statistical data present.
The cloud-based autodialer provides easy-to-use database services where contacts can be easily uploaded from an already existing database. The contacts are managed based on relevance and past experiences while also avoiding the human error of dialing a wrong number. It also consists of an unproductive number filtering system and a DND list. Callers who have set their numbers on Do Not Disturb (DND) will not get called unless specifically asked to. This helps in making sure the business does not seem imposing and thereby damaging customer relations. Furthermore, unproductive numbers such as unanswered calls, voicemails, no answers, busy numbers and answering machines are intelligently filtered out to avoid idle time among agents and improve productivity.
The data-centric system stores customer interactions and thereby arranges callbacks based on the best possible time to re-engage a customer. Often an agent can catch a customer at a bad time. The rescheduling system ensures the customer is engaged at their given moment of preference by setting a callback.
The autodialer consists of an inherent message broadcasting system, allowing voice messages or normal text to be broadcast to a wide party of users allowing quick and easy transfer of information in case the business comes up with newer models or plans. This can be used to inform customers of certain information, concurrently and to a bulk list of contacts or customers.
Autodialers are an asset to any call center. It is not only to assist your agents but also to improve your outbound process. From lead shuffling to lead segregation, autodialer puts on a lot of hats in any call center. There are different types of autodialers that can fit your unique business needs. We at C-Zentrix can help with the right kind of autodialers for a successful outbound campaign.
