As we all know, predictive dialing refers to a state-of-the-art pacing mode used to call a large number of customers within a short period of time. Predictive dialing system helps optimize agents’ time by reducing the idle times between connected calls and freeing agents from dialing calls. Predictive dialing gathers statistics related to the duration of calls, how long it takes for calls to be answered, and how often calls are answered. The system places several calls when an agent is about to become idle.
1.Enables call blending:
Predictive dialing system can help blend calls in a call center which deals with both outbound sales and inbound customer service. Calls can be efficiently assigned to the agents if predictive dialer and an automated call distribution system are used in combination. This system provides a provision for keeping the callers on the queue if agents are not available. It further allows the agent to pass on a message regarding the same. Thereafter, the agent can call the customer back and provide him and proceed with the query resolution.
2. Encourages unbiased delegation:
Predictive dialing system encourages unbaised assigning of calls such that all the available call agents have calls to attend. Since all agents on the team are expected to be equally competent professionally to handle any call, so, equal opportunities are given to all of them. Also, this eliminates the chances of the agent ignoring a call.
3. Allows call monitoring:
Employing a predictive dialing system means, it is possible to monitor the performance of agents through the integrated call monitoring and recording interfaces. In addition to this, these systems also include in-built reporting tools that allow the managers to extract the performance reports of each agent. Based upon these reports, agents can be provided with adequate training in order to improve the agents’ call handling skills and hence deliver an exceptional customer service.
