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Why Should Call Centres Opt For Cloud Predictive Dialers?

Call centres are fast embracing advanced tech solutions to improve productivity and curb the waste of resources. One such solution that has substantially changed the dimensions of call centres in the cloud predictive dialer.  Call Centre Hosting has amassed a wealth of knowledge and experience in predictive dialing. In today's fast-paced world, call centres can be located anywhere in the world thanks to cloud-hosted predictive dialing solutions.

Cloud Predictive Dialers: An Introduction

Cloud-based predictive dialers are outbound dialing software that dials numbers automatically. It also filters out busy numbers, disconnected numbers, no answer numbers, and voice mail numbers. Predictive dialing software uses machine-learning algorithms to reduce the time customers are left waiting and allow you to spend more time conversing with customers.

Cloud predictive dialing considers each customer's demographics and time zones to provide a stable customer base. It improves your agents’ efficiency per hour by eliminating the need for them to perform manual tasks, eliminating idle time, and reducing customer interactions.

Businesses are reaping the benefits of predictive dialing as one of their primary communication channels, thanks to the increased call agent efficiency, improved lead management, and real-time interactions. Are you still on the fence about investing in cloud predictive dialers? We list some proven reasons why you should think otherwise.

Reasons To Invest In Cloud Predictive Dialers

Better efficiency

As your agents spend less time dialing numbers and more time connecting with potential customers, you will increase your productivity. Your leads can be managed more effectively and intelligently.

Improved lead management

Predictive dialers allow for more effective lead management by filtering out fax lines, Do Not Call numbers, answering machines, and determining the best times to make calls. They help you manage your leads that come through different platforms such as email, phone, social media, chat, etc. They also have the ability to redial leads that could not be connected in the first attempt. With cloud-based dialers, you can contact your leads at convenient times, which leads to better customer service, leading to more opportunities for long-term sales.

Better service quality

When your call centre uses a cloud-based predictive dialer, you can employ fewer agents and make more calls without sacrificing the quality of service. The software in a predictive dialing system knows that most calls last on average 60 seconds, and it takes 10 seconds for someone to respond to a greeting. The service uses data about customers to reach out to them more effectively. Predictive dialing systems also come with features such as timezone based calling to reach out to customers across geographies. It also helps reduce the time taken by an agent to place a call, thereby improving the organisation's overall efficiency.

Seamless integration

Integrated with lead management software, predictive dialers automatically enter all call activities into the CRM. Cloud-based predictive dialers are integrated with CRM, so there is no need for additional equipment, and setup and maintenance costs are affordable for most budgets. Because a cloud-based predictive dialer and CRM work together, you can quickly organise leads, sales & customers information, show the caller ID, and create a superior customer engagement environment.

Efficient scalability

A cloud-based predictive dialer system can be scaled up or down depending on the needs of the call centre. Every year, millions of dollars are invested in agent training in the call center industry. A lot of money and effort is spent on acquiring tools and human resources. Predictive dialing solutions in a call centre environment allow call centres to reduce their operating costs, amass critical information about customers, and use this information to maximise profits.

Agent performance

Predictive dialers can increase an agent's productivity by searching through a  database and dialing customer phone numbers on their behalf. This gives the ability to the call agents to switch between the outbound and inbound calling channels based on the calling workflow they are dealing with.

Time-saving

Predictive dialers help customer service agents save time by allowing them to connect with customers who are most likely to purchase. Intelligent technology systems can place calls at suitable times, increasing customer satisfaction and loyalty.

It is difficult to navigate a large number of business solutions available today. To manage your sales team, increase profits, and delight customers, you need to hack systems to maximise the amount of work your call centre agents can get done. Therefore, a predictive dialer can be a great investment.

Auto dialers, predictive dialers and predictive dialers make outbound phone calls and transfer calls to live agents sequentially. Progressive dialers initiate outbound calls, auto-dialers distribute connected calls among available agents, whereas predictive dialers dial multiple contacts simultaneously.

However, if you are investing in predictive dialers, you should have your customers' consent. The Telephone Consumer Protection Act of 1991 has made it more difficult to call numbers without prior consent and evolved into the National Do Not Call Registry, also known as the DNC registry.

Wrapping up

Business owners love hearing that they will save money and time using a cloud-based predictive dialer. Pulse is a telecom solutions provider offering predictive dialer services. We combine extensive cloud expertise with comprehensive, integrated capabilities to provide excellent customer service. Pulse's hosted call centre software platform helps you excel at responding faster to your customers' expectations.

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