Thanks to this digital age, thousands of process automations
made possible by numerous technological advances have inspired companies to
constantly strive for excellence. For example, in the call center industry, one
of the biggest investments for companies is a digital solution which they call
the numbering system.
Basically, a dialing system is a computer program that
automatically places outgoing calls to customers from a contact center. Its
main goal is to reduce the cost incurred to make phone calls by eliminating
many error prone and repetitive jobs, but apart from that it also improves
process efficiency by automatically connecting available call center agents to
customers waiting.
Another interesting feature of the dialing system is its
automated dialing which omits the task of call center agents to manually enter
phone numbers, which can be time consuming for them. With a good numbering
system, agents will be able to improve their productivity as most of their time
will be spent in real conversations with customers.
What does a
numbering system look like?
Back then, numbering systems came with hardware components
that had to be set up like a telephone. These days, however, they have evolved
and become purely software. With advancements in technology come growing and
varying expectations of people for how a numbering system should work. For this
reason, the developers have categorized the numbering systems according to
their areas of interest.
Types of use
of dialing systems call centers
When it comes to choosing between sales dialing systems for
your business or call center, there are usually three options to choose from
and each has its pros and cons in trying to reach your goals. prospects.
1. Powerful
dialers
Also known as a preview dialer, an electric dialer is
ironically the slowest type of sales dialing system due to its 1: 1 call ratio
capability. Powerful dialers allow sales agents to preview sales. Information
and profile of their prospects, giving them the freedom to decide whether or
not to continue calling.
In addition to the “click to call” feature that initiates an
actual call, the powerful dialers also allow agents to reach their prospects
through voicemail. According to experts, electric dialers are the best type
when following a consultative selling approach. As prospects are carefully
screened, the likelihood of achieving a good call workflow increases, which is
downright great for the business.
2.
Progressive dialers
In terms of efficiency and effectiveness, progressivedialers are a bit better than powerful dialers. Although they are mostly
similar, for example in terms of 1: 1 call ratio capability, one of their main
differences is the mechanism or logic used, i.e. an overview of the prospect's
information is no longer available, which means that the agent can only see the
prospect's profile after a phone call is made. While a ringing tone is in
progress, the agent is also shown who is calling the system, but the agent does
not have the ability to choose which prospect to call. While this might seem
like a downside to agents, it also keeps them from picking their leads, making
it easier to get the maximum number out.
3.
Predictive dialers
Compared to powerful and progressive dialers, predictive
dialers are considered to be the fastest in processing lead reach and
conversion without the 1: 1 call ratio restriction. In fact, predictive dialers
are considered the Ferrari of the. numbering systems for call centers.
Predictive dialers can even facilitate the 3: 1, 5: 1 or 7: 1 call ratio.
However, in order for a call center to get the most out of
using a predictive dialing system, many agents need to work on their leads
simultaneously, i.e. at least 10 sales agents. And if the call center, for
example, uses a 5: 1 ratio, what will happen is: the main dialer will make 50
phone calls or 5 calls per agent. This is the efficiency at best.
However, since an ordinary predictive dialing system uses a
voicemail detection feature, when an agent makes an outgoing call and tries to
reach a lead, the wait time can be costly and it is one of the factors. its
drawbacks. The good news is that with a scripted business model, it will be
possible to successfully make outgoing calls and reach them within a short
period of time.
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