If you operate a call center and haven’t started using an automated dialer system, you’re missing out. Here are some of the best features for every call center professional.
If you’ve been in this business for a bit, you might remember when almost all your information was on paper. And it wasn’t unheard of to get notes from another salesperson that you could barely read. In those days, few people expected that they’d be able to use an automated dialer system to make more calls, stay compliant, manage client profiles, and more. But that was then.
Now, it’s hard to imagine life in a call center without an automated dialer system. Between the increased productivity and the faster pace of life in general, trying to survive in a call center without modern technology is a daunting task and not one we suggest attempting to undertake.
Not convinced? Let’s take a look at some of the most useful automated dialer system tools that will surely make your life easier while simultaneously boosting your numbers. New call center software is the secret to success with many of today’s most lucrative call centers.
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1. Call campaigns
Using a product such as Call Logic, you can easily set up a call campaign that will help you reach more potential customers in less time. With a good automated dialer system, you’ll have all the customer’s information right in front of you as the system moves you from one call to the next, making it easier than ever to stay focused, cater to your audience, and overall find more success with your calls.
2. Voicemail drop
There are few features of an automated dialer system so handy as the voicemail drop function. With this, you’ll never have to spend time sitting through voicemail prompts and leaving messages again. Instead, pre-record your voicemail messages, then when the voicemail prompt starts, click a button, and the system will leave the voicemail for you. The process is so quick, you might even be on with your next customer before the voicemail is even left! A definite must-have for call center professionals.
3. Real-time scrubbing and compliance
Call Logic also offers an incredible real-time scrubbing functionality that constantly updates your do-not-call lists to ensure that you’re not reaching out to people who don’t wish to be contacted. The scrubbing happens in microseconds and will automatically remove a number from your campaign if it’s found on any do-not-call registries. This way, you can rest easy knowing that you won’t end up with any TCPA violations or other issues that could result in paying hefty fines.
4. Whisper coaching
Another favorite feature of ours is the whisper coaching feature. This is great for training new hires and coaching anyone who might be struggling. A manager can listen in on a call and coach the employee through it without the customer on the other end being able to hear. This real-time guidance is a huge win for those looking to get their employees on a better track or just for those new hires who still need to get their feet wet.
5. Click to call
Love the idea of an automated dialer system but hate the thought of not having control over your calls? Never fear. With the click-to-call feature, you control the pace of your calls by simply clicking a button. While this is a little bit slower than automated dialing, it’s still much faster than manual dialing, and it gives you peace of mind that you won’t end up on another call before you’re ready.
6. Record calls
With Call Logic, you can easily record calls that you can then listen back to either for training purposes or to review conversations with clients to ensure you’ve taken the proper notes and haven’t missed any of their needs. You can also use this feature to critique yourself, since it’s challenging to identify your strengths and weaknesses while focusing on the customer’s needs. With recordings, you can go back and identify areas in which you’d like to improve.
Trying to better understand where you’re succeeding and where you’re not? Analyzing your own work has never been easier than it is with the reporting function of your automated dialer system. Track every call and its result with this feature. Managers can even take advantage of live monitoring to see in real-time what’s working and what’s not.
In today’s fast-paced world, the more you can automate, the more productive you’ll likely be. With Call Logic, you can automate things like follow-up emails, so you don’t have to worry about remembering to do so on your own later. Set up your automations at the start of each day and give yourself fewer things to worry about, allowing you to give your full attention to your customers.
9. Stay on schedule with reminders
An automated dialer system should also have a built-in calendar in which you can leave yourself reminders for any given tasks you expect to have to do later in the day or week. Not only that, but you can set the calendar to send you a voice, email, or text reminder, so you don’t even have to keep going back to check your schedule. With just a few simple clicks, you’ll never have to worry about forgetting something again!
10. Manager dashboard
The manager dashboard is a tool that allows a supervisor to manage the use of the automated dialer system and provide proper guidance to employees. With this dashboard, managers can monitor calls in real-time, listening in, whisper coaching, and even joining the call if the occasion calls for it. The dashboard also provides access to summaries and reports that will help you keep your office’s activities on track.
11. Smart caller ID
Finally, no automated dialer system would be complete without a smart caller ID. This function allows you to make calls from a local number, increasing the likelihood that someone will pick up the phone. Now you can confidently call outside of your local area without worrying that someone will dodge your call based on your area code alone.
If you want to improve your numbers and help your team be successful, an automated dialer system is a very important part of that puzzle.
Want to see the best automated dialer on the market in action? Schedule a free demo of Call Logic today and prepare to be amazed!