Outbound call centers may get a bad rap, but there are plenty of necessary calls that wouldn’t get made or received without them. Call center employees have to think about call volume, making goals, keeping customers happy, and knowing their product or industry inside and out. One thing you don’t want your call center employees to worry about is ways to reduce their average handling time (AHT). Most outbound call centers utilize an auto dialer to make calls, but using the best dialer available is the only way to really reduce average call times. An auto dialer is a software solution that can automate and expedite the dialing of phone numbers. While auto dialers began as hardware solutions, auto dialing software is now far more common. ‘Auto dialer’ is sometimes used as an umbrella term for dialers, including predictive dialers, hosted dialers, intelligent dialers, power dialers and robo-dialers. But depending on your industry, even an auto dialer can seem insufficient. Is your company using the right one? Does Your Auto Dialer Reduce Average Call Time? If your call center doesn’t have a good average call time, you may need to rethink your software solution. No one wants his or her time wasted during the day. Agents should have the tools they need right within your auto dialing software solution. Here are 5 dialer features your system should have available to help your team reduce their average call time:
Seamless Communication – Your auto dialer should give your staff the opportunity to communicate via multiple channels at the same time (phone calls, voicemails, and emails). Look for one-click voicemail options, preview dialing services, and simplified follow-up options so that your agents are well-prepared and your customers are satisfied. These features reduce average call time because the agent doesn’t have to do as much manual work between calls.
Cloud-Based – Many auto dialer solutions take up a lot of space on PCs, but if you can find a cloud-based solution, your agents can access information wherever they need it. Using the cloud, you can avoid the aggravation of purchasing, maintaining, updating and then eventually replacing expensive hardware and phones. All you need is an internet connection – your call volume will go up and your average call time will go down.
Effortless Evaluation – If you’re the one supervising agents, you’re probably always looking for ways to improve all aspects of the call process, not just average call times. The best auto dialers give you customizable options to run usage reports, check analytics and metrics, record outbound and inbound calls for training purposes, and even offer whisper coaching so you can help your agents in the midst of a call without interrupting the process.
TCPA Compliance – While this isn’t technically a feature of the dialer itself, your auto dialer better ensure compliance with the TCPA (Telephone Consumer Protection Act). This act lays out the rules and regulations for any kind of telesales, keeping your business safe from liability (and basically eliminating the overbearing call center’s ability to hound customers). Being compliant isn’t just about following the rules either – it protects you, your agents, and your customers.
Intuitive Dashboard – Your agents should have everything they need at their fingertips. The best auto dialer software solutions have interactive and intuitive dashboards so that your staff is fully equipped for their day. This includes a preview dialing feature which shows the agent the necessary information for each call before the call is made and keeps the calls moving at a proper pace.
Choose the Right Dialer If your dialing software isn’t making the cut, Call Logic should be your next choice. Our software solution is a cloud-based, fully TCPA compliant call center technology that will revolutionize the way the call process goes in your office. You can plan, execute and evaluate call campaigns seamlessly, offering both your employees and your customers the best opportunities and solutions for your industry. Give us a call or schedule a free demo today!