Call centers are extremely important when it comes to customer service. Without one of these, satisfaction would decrease and customers wouldn't get the support that they need. Predictive dialers are important for all contact centers to have and use. The benefits outweigh the cost and can actually help most centers save money. So what are some of the benefits of using dialers?

Time Management. The use of predictive dialers will save agents a significant amount of time. This is because the agent will be able to talk with two customers simultaneously. All they have to do is put one person on hold for a few seconds while they take care of the other. It takes far less time to use a predictive dialer than it does to manually call a phone number and then wait for it to ring. With agents being able to reach more customers without taking up additional time, they will have the capacity to make more sales.

Lead Controls. When a phone number is dialed using a predictive dialer, the history of that call will be recorded. This includes information pertaining to when the call was placed, what the customer said, and if a callback is necessary. This helps reduce the chance of a phone number being dialed repeatedly. The dialer will also keep track of phone numbers that are on the Do Not Call List. Calling these numbers could result in a fine, so they should be avoided by all contact centers.

Automatic Feedback. Predictive dialers offer automatic feedback. They will display information about all calls in queue, as well as calls that have already taken place. Up-to-date statistics will be available to help increase performance within a company. This can also help agents set goals, monitor their calls and train new employees. The feedback also provides a basis for making corrective action. Feedback is one of the most important things a center can have when it comes to customer service and productivity.

Increase Employee Morale. Dialers are able to determine when the best time to make a call is. This is based off of a specific formula that is designed to reduce the abandonment rate of calls. Agents won't have to waste time calling numbers that aren't going to answer. This makes the entire system a lot more efficient, and increases the potential for sales. This is great for employee morale and the company in general. Agents will not have to go through lists of people to call. The dialer will do it for them so that they can focus on sales approach and customer service.

You can get more information about Call Center Software and Predictive Dialers by visiting Vocalcom.