Throughout your organization, there are very few departments that experience as many dynamic changes and challenges as the call center. Skilled agents juggle everything from internal communications to customer interactions, meeting key performance indicators and driving the call center toward its strategic goals. While all of this is taking place, agents don’t have time to try and connect the calls they need to make. This process can be performed for them, bringing the agent in after the call has been connected to make the most efficient use of the agent’s time. The call center dialer is not new to the call center, but its value never wanes.

What is a Call Center Dialer?

A call center dialer is also called a predictive dialer and is a software solution that integrates all key contacts for the call center and automates the dialing process. Call center dialers may be as simple as dialing one number and routing the call to the next available agent, or as complicated as dialing multiple numbers and connecting the agent to the first number to make a connection. This technology is programmed to hang up when an answering machine or busy signal is detected and can even be integrated with your Interactive Voice Response (IVR) to verify right contact before connecting the agent.

Use a Call Center Dialer to Double Your Sales

Call centers today are increasingly evolving from customer interaction points to sales divisions, helping to drive revenue for the organization. When your agents have to spend part of their phone time connecting a call, they have less time to spend actually making the sale. Organizations leveraging the call center dialer within their sales divisions have found they can increase sales per hour per agent by as much as 50 percent. The call center dialer will predict when the agent will finish a current call and dial out another phone line, connecting the customer and the agent at the exact moment, eliminating wait time for the agent.

Use a Call Center Dialer to Clean Your Lists

A dirty list ensures you are at risk of compliance issues or wasting time on bad calls. A robust call center dialer will offer a lead management system that will clean your lists, eliminating any Do Not Call numbers. It will also organize data such as call-backs, leads, sales and more, allowing you to leverage that information for business intelligence. You can also track this information to determine the best time of day to call certain numbers and any other trends identified in the system.

Manage More Effectively with a Call Center Dialer

The call center dialer ensures you can manage your agents and your time in the call center more effectively as tasks that were once manual are now automated, freeing management time to spend working with agents on calling skills. Managers can also leverage monitoring capabilities to listen in on agent/customer interactions and coach whenever necessary. The call center dialer ensures all agents stay on track, connecting calls on a steady basis and making the most of their time in the center.

You’ve been given some keen insight into the call center dialer, yet there is so much more this technology can do to drive performance. Check out call center dialer technologies to see the benefit they can deliver in your environment.