1.) Double your sales
per hour per agent.
If your office can
see a 50% increase
in sales, then you
could realize up to
a 100% increase in
profits. Most centers
will see a 100% increase
in sales but the absolute
minimum is usually
a 50% increase in
talk time. The increase
in productivity is
accomplished by the
system predicting
when your agents will
finish the current
phone call they are
on and the system
will dial out on another
phone line while the
agents are still talking
to customers. After
an agent is available,
the system will then
pass a phone call
over to an agent instantly
after a customer picks
up the phone. No more
listening to the ringing
phone when you are
waiting for a customer
to pick up.
Some owners/managers
don't realize this
number is so high,
but it takes about
30 seconds to manually
dial a phone number
and let it ring four
times. On the average
for a business to
consumer campaign
one of every 6 or
7 prospects will answer
the phone. Imagine
the time and money
a predictive dialer
could save your center.
If the phone call
is not answered, the
dialer will remember
this and call the
prospective customer
back at a later time
with no agent or supervisor
input. If the phone
number called is a
disconnected phone
number or a fax machine,
the system will detect
this before passing
it over to an agent
to save even more
time. When you get
a customer that says
"Do not call
me again." your
agent will simply
press a button and
the dialer will never
call that customer
again. If the customer
asks for a return
phone call then the
agent will simply
tell the dialer what
day and time to call
the customer back.
Not all predictive
dialers will perform
all of these functions
but most quality predictive
dialers will.
2.) You can save
hours of management
time by being able
to utilize the predictive
dialers lead management
system. This system
will clean your lists
against any state
and federal do not
call lists, as well
as help organize data
such as sales, leads,
call-backs etc. This
can be very valuable
for deciding which
times of day work
best to call, finding
the best lead vendor,
etc.
3.) A predictive
dialer can use the
same analog phone
lines you should already
have in your call
center, or allow you
to possibly utilize
either a T-1 for increased
savings. This way,
having up to 24 phone
lines can cost you
as little as $250
per month plus long
distance rates almost
always under 1.5 ¢
per minute.
4.) A predictive
dialer can determine
when to make a phone
call based upon a
mathematical formula
called an "algorithm".
The algorithm will
decide the precise
time to place a phone
call to keep your
agents talking to
customers as much
as possible and still
keep your abandonment
rate below the federal
requirements. Here's
a good example: It
takes your agents
30 seconds to dial
a phone number and
get ready for the
next call. If only
one in six customers
answer the phone then
your agent will spend
approximately 3 minutes
dialing the phone
and listening to it
ring before they reach
a live customers if
they are dialing efficiently.
Now... Using the predictive
dialer and it's higher
number of lines and
mathematical algorithm
are able to cut that
time down to between
15 and 30 seconds
in between talking
to live customers.
Could you imagine
your best reps DOUBLING
their sales? Many
call center owners
and managers report
that their average
agents are able to
double what their
best callers were
doing before a predictive
dialer.
5.) A predictive
dialing system will
also help you control
your leads. Once a
number has been called
by the system, the
system will remember
what time the call
was place and the
outcome of the call.
For instance, if your
agent logs a lead
or sale from the phone
call, the predictive
dialer will remember
that a sale was made
at that phone number
and not call the customer
again until you tell
it to. You may now
print or export an
hourly, daily, weekly,
monthly, etc. report
of your sales along
with any information
collected on the phone
call for processing.
If the customer asks
not to be called again,
your agent will select
the disposition code
of "Do not call"
and the dialer will
add the customer's
phone number to your
do-not-call list so
that it can't be called
again. If a customer
asks to be called
back later, the agent
simply selects a time
and date for the call
back to be made and
when it becomes time
to call the customer
back, the system will
display the customer's
information as well
as any notes taken
for reference during
the conversation.
6.) A predictive
dialer can help give
you more time to put
your efforts into
managing your center.
Instead of passing
out phone numbers,
you can now be trying
to help your agents
get better at making
the sale.
7.) A predictive
dialer can allow you
better control or
management over your
agents by allowing
you to listen to any
agent at any time
to assist with training.
A good monitoring
system will not even
let the agents know
you are listening
to them. You will
also be able to view
live statistics to
see which agents are
performing well and
which agents are needing
more help. Another
common problem in
a center dialing manually
is when agents are
either not working
efficiently or aren't
working at all but
just "looking
busy". A predictive
dialer can allow you
to see how many calls
they have completed
and the result of
each call in REAL
TIME, as well as the
total break time for
each agent or the
entire shift. Most
every call center
reports that their
agents are happier,
stay at the job longer
and are much more
productive after adding
a predictive dialer.
8.) By allowing you
to increase your call
center and management
efficiency, you will
be able to increase
your profits. Many
customers see a total
return on their investment
in 3 months or less!
