by Vioteck Professional on August 1, 2012
A predictive dialer will undoubtedly help you immediately increase productivity in your call center. With a predictive dialer your agents will be able to make 5 times more calls than manual dialing and spend more of their time talking to actual customers instead of answering machines, busy signals, or disconnected numbers.
A hosted predictive dialer, such as the one available through Vioteck, is just one half of the battle however; the other half is making sure that you have measures in place to keep your agents at their peak. Here are a few more tips you can follow to increase and maintain productivity:
19. Focus on Resolving Issues – To the consumer or lead these calls are about getting their issue resolved, not about your products and services. The key is to have your agents focus on what those products and services can do for the sales prospect and offering things such as a free, no obligation trial or sample may be what the consumer is looking for.
20. Rapid Peaks Not So Positive – When rapid call peaks occur, and you are not properly staffed to handle them, customer satisfaction, employee morale, and sales all plummet. Prepare yourself and your agents for rapid peaks in call volume so that they are managed properly and do not damage the image of your brand or call center.
21. Providing Reasonable Down Time – Carefully evaluate your annual peak periods and downtime and consider utilizing “owed hours” from the slow time to increase in the peak times. For example, if you are slow in the summer months perhaps allow agents to come in a bit late or leave a bit early each week at the same pay and transfer those hours to when you really need them in the winter.
Down time after a particularly difficult call can also be extremely helpful, allowing the agent or operator to recharge and refresh before moving on to the next call.
Another great call center tool is the auto dialer and it too can enhance your call center productivity. Consider an auto dialer when you are looking for new solutions in your call center.