Whether you run a small startup business or you’re making decisions for a major enterprise, it’s often difficult to find the right business products and services. This is especially true when you’re considering outbound call platforms, dialers, and other call center tools.
Since customer service is integral to business success, predictive dialing has become a department standard for many brands. Predictive dialers empower your contact center and make it easier to improve agent productivity. Using predictive dialers is another matter altogether, though. If you’re looking for information on how to best leverage predictive dialer software, here’s what you need to know.
1. Ensure your solution scales effectively.
A predictive dialer should be able to grow alongside your business. As your brand continues to expand, you need your call center technology to do the same. Unfortunately, not every business elects to install a power dialer or predictive dialer solution that helps you reach these goals.
If you select programs that have too many restrictions or offer a limited scope of services, you may end up placing bottlenecks throughout your existing business processes. Instead, it’s important to look for an outbound call center covering more than predictive dialer technology. An effective contact center can help you improve the customer experience even as your business continues to grow.
2. Invest in additional features.
When you’re choosing a predictive dialer or help with call routing, lead management, and contact list touchpoints, you must look for some helpful key features. After all, not every predictive dialer offers the same suite of features. It’s a good idea to step back and think about what key features you need to prioritize.
These key features might include available agent routing, IVR integration, and text-to-speech capabilities for one brand. Some power dialers even include campaign management, speech recognition, and CRM integration. Review the features that your power dialer needs, and then find a platform to cover each segment.
3. Prioritize ease of use.
If you want to encourage greater power dialer use, you must choose an option that’s more intuitive than a manual dialer. Your power dialer should take less time to use, improve average call length, and offer better insights than a traditional hardware solution.
After all, it doesn’t matter if your auto dialer has all the real-time call features and additional tools if the learning curve is too steep for your reps, or if the call center solution doesn’t encourage intuitive use, it won’t be doing you much good.
Instead, it’s good to look for a progressive dialer or call center solution with a user-friendly dashboard, quick navigation tools, and customer relationship management connectivity. This will encourage effective use and regular interaction.
4. Choose the right integrations.
When you connect your contact center solution with other business platforms, you’re able to get stronger insights, make real-time adjustments, and reduce downtime. Whether you connect your call center software to your CRM to help enhance your sales pipeline or include live chat functionality that helps boost agent efficiency and speeds up turnaround times.
On top of that, a power dialer can use interactive voice response to help guide customers through simplified prompts, reduce the number of users that abandon calls, and help mitigate wrong number incidents. The right contact center platform pairings help you reach the right customers at the right time.
Whether you’re looking to empower your sales teams to streamline the sales process or you’re trying to improve appointment rates, the right rapid dialer or predictive dialer can help you connect to customers on your registry, enhance your outbound sales, and even smooth out your overall sales pipeline. As long as you use it effectively, a contact center solution can help your brand thrive.