Automated Dialing is not new technology. It has been part of our telecommunications culture since the 1980’s. Early studies have shown as much as a 400% increase in dialing efficiency over manually dialed campaigns and right party contact rates more than doubling. With 25 years of technology growth and an undeniable track record of success, why are there so many companies that do not take advantage of automated dialing technology?
Today’s complex dialing environment is subject to, FCC regulations, multiple time zones, Do Not Call lists, Cell phones, and steep fines for infractions. All these factors must be carefully observed and managed while maintaining a dialing rate that ensures a positive cash flow. Today’s dialing environment requires automation to make this formula work. Dialing technology controls the interaction from start to finish by applying time saving processes and algorithms to the dialing pace, agent handling process and supervisory functions resulting in:
Increased campaign profitability
Increased list penetration
Reduced total cost of ownership
Improved service quality
Minimized between call time
A recent survey of Presence Technology customers illustrates the critical contact center operational factors.
1. Increase ratio of useful contacts in the shortest time.
2. Increase database penetration without sacrificing quality of service.
3. Reduce costs and make a better use of available resources.
4. Avoid abandon calls, Nuisance calls and over-dialing.
5. Reduce average handle time.
Today a predictive dialer is the tool many contact centers use to meet and exceed these critical operational factors. For example Presence Predictive Dialer incorporates advanced contact features in a single suite; Automatic Detection of Disconnects & Voice mails, Unlimited Campaigns, Advanced dialing algorithms, Callback Scheduling , Powerful integrated scripting, Multimedia queuing, Voice/screen recording and more. Bottom line is technology is moving faster than ever before investing in a dialer solution is not optional. Take the time to evaluate your contact center’s needs and add a dialer solution that fits your sales/ service goals. Keeping up with technology is even more important than ever before because it now playing a central role in our customer’s lives.