Make the Most of Your Contact Center with a Predictive Dialing Solution


Businesses looking to get more production and higher close rates from their call center agents are turning to a predictive dialing solution as a cost-effective solution.  Business size does not matter as the technology is available for companies of all shapes and sizes.

One of the newer contact center tools is a predictive dialing solution. This solution is the next evolutionary step in the development of the auto dialer.  While the auto dialer has merely dialed phone numbers for call center staff, a predictive dialing solution uses a variety of algorithms to both predict the availability of call center staff and the moment the called party answers, eliminating costly agent downtime spent dialing numbers and waiting for answers.  A predictive dialing application also monitors the calls it makes and makes decisions after detecting how the calls are answered.  A state-of-the-art predictive dialing solution can discard busy numbers, unanswered calls, disconnected lines, and pick-ups from answering machines, and they will only connect answered calls to awaiting call center staff. 

This is an ideal solution for large call center operations and can increase productivity and sales.  It is also an ideal solution for support centers.  Software giants, including Microsoft, SAP, and Oracle, offer the technology as part of an overall customer resource management (CRM) software solution.  In the past few years, the technology has become available to businesses of all sizes with hosted and cloud-based software-as-a-service (SaaS) predictive dialing software solutions.  These are very cost-effective options for small to medium-size businesses since software-only predictive dialing solutions require no changes to existing telephony architecture components.

The most recent predictive dialing solutions are based on voice over internet protocol (VoIP) technology.  They can connect to traditional PBX systems that are VoIP compatible, and they also have the ability to connect to VoIP services directly through the Internet.  This makes it the ideal solution for companies that are transitioning to VoIP and phasing out older PBX systems.

There are many benefits to a hosted predictive dialing solution for small and medium-sized businesses.  They allow businesses to make the most out of previous investments in call center software as no changes are required to software or hardware.  The only requirement for a hosted solution is a dedicated line for each agent and a computer with an Internet connection.  Companies need to study all options carefully for pros and cons of each service offering.  Using a hosted predictive dialing solution that is solely based on VoIP and the Internet makes the contact center vulnerable to downtime since the service will go down if the Internet connection is lost.

A predictive dialing solution, whether on-site, hosted, or on-demand, have the potential to greatly lower operational costs, improve customer satisfaction, and enable businesses to have flexible staffing solutions that encompass telecommuters and other offsite staff.  Company call center staff can handle more calls for better customer service and more sales, and with a minimum of agent downtime.  The technology is also scalable so it can grow with businesses of all sizes and allow more companies to meet sales and service goals and to reach strategic objectives.

Businesses of all sizes are turning to a predictive dialing software solution to get more out of limited call center resources.

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