Double your sales per hour per agent. If your office can see a 50% increase in sales, then you could realize up to a 100% increase in profits. Most centers will see a 100% increase in sales but the absolute minimum is usually a 50% increase in talk time. The increase in productivity is accomplished by the system predicting when your agents will finish the current phone call they are on and the system will dial out on another phone line while the agents are still talking to customers. After an agent is available, the system will then pass a phone call over to an agent instantly after a customer picks up the phone. No more listening to the ringing phone when you are waiting for a customer to pick up.
Some owners/managers don’t realize this number is so high, but it takes about 30 seconds to manually dial a phone number and let it ring four times. On the average for a business to consumer campaign one of every 6 or 7 prospects will answer the phone. Imagine the time and money a predictive dialer could save your center. If the phone call is not answered, the dialer will remember this and call the prospective customer back at a later time with no agent or supervisor input. If the phone number called is a disconnected phone number or a fax machine, the system will detect this before passing it over to an agent to save even more time. When you get a customer that says “Do not call me again.” your agent will simply press a button and the dialer will never call that customer again. If the customer asks for a return phone call then the agent will simply tell the dialer what day and time to call the customer back. Not all predictive dialers will perform all of these functions but most quality predictive dialers will.
A predictive dialing system will also help you control your leads. Once a number has been called by the system, the system will remember what time the call was place and the outcome of the call. For instance, if your agent logs a lead or sale from the phone call, the predictive dialer will remember that a sale was made at that phone number and not call the customer again until you tell it to. You may now print or export an hourly, daily, weekly, monthly, etc. report of your sales along with any information collected on the phone call for processing. If the customer asks not to be called again, your agent will select the disposition code of “Do not call” and the dialer will add the customer’s phone number to your do-not-call list so that it can’t be called again. If a customer asks to be called back later, the agent simply selects a time and date for the call back to be made and when it becomes time to call the customer back, the system will display the customer’s information as well as any notes taken for reference during the conversation.