Phoning service has always been necessary for competitive business in the modern world, and it has always felt tedious.
After the dawn of Alexander Graham Bell’s monumental shift in communication capacity in the late 1800s, over 100,000 Americans were employed in switchboard operations alone.
This technological disruption helped set in motion the agency of women in the workforce but relegated them to hours attaching and removing leads to a switchboard: not the most stimulating work.
We have advanced by what seems two geological ages since this rudimentary telephone was willed into existence. Along with this, the call centre industry has evolved just as much.
Today’s phoning landscape has been completely reinvented. Corporate organizations require an efficient and reliable means of contact with both current and prospective clients in order to conduct core business functions every day.
Customer contact is essential to healthy growth and continued customer loyalty. Nowhere is this more important than in the tens of millions of small businesses that fill the nation.
These ventures face incredible odds, with only 20 percent surviving longer than a year. Phone capabilities can often make or break a fledgeling business entity, and past iterations of these services have been expensive, time-consuming, or difficult to integrate.
However, with the improvements in call centre services, these obstacles are growing smaller; predictive dialer software alone is boosting the productivity of calling operations, leaving more time for other essential business tasks.
Long gone are the antiquated days of manual calling – just as the necessity of manning the switchboard has fallen away with the march of time.
A predictive dialer is a unique tool that has seen major improvements in recent years. These have come in stride with a changing tide of call centre management requirements. Just a few short decades ago, calling jobs left American towns in droves, but they have been slowly making a comeback over the past few years.
Increasing issues with security and costs, and customer satisfaction slumping to long-trending lows space are seeing a new opening and these jobs are returning, and quickly.
While more demand equates to thousands of new call centers in states like Texas and Florida who lead the pack, it also means that calling operations need to operate with razor-like efficiency. Here, a predictive dialer, coupled with cloud-based calling software really shines.
Simply put, these systems load in all of your centre’s calling data and automatically punch the number for your calling reps.
The magic rests in the speed of this function, though. While your reps are wrapping up a call with a new customer, the dialer is evaluating a pool of dialed numbers, discarding busy signals, fax machines, no answers, and disconnected lines.
Predictive dialers employ algorithmic prediction functions in order to find live numbers as representatives in the call center become available to field a new call and automatically match the two in order to initiate a new contact.
This method of dialing reduces both motor requirements for the agent – meaning that misdials and slow punching are eliminated – and removes phone lines that will only waste time from the pool.
There is nothing more detrimental to an agent’s calling mojo than ten busy lines or blaring fax machine screeches in succession.
Predictive dialing is the future of calling operations, and it is already here. These systems are more affordable than ever and are easily implemented in the current calling infrastructure.
The ability to free up agents to focus on their calls rather than attempting to manually connect to leads is an invaluable resource that you will never want to give up once you have seen the difference.