The meaning of Interactive voice response or IVR is an automated system that interacts with the caller. The caller hears the IVR system menu, presses keys on the phone as prompted by the IVR, and the system responds appropriately. On the basis of the responses provided by the caller, the IVR either provides the required information or directs the call to the appropriate call centre agent or department. 

An IVR call is essentially an inbound call and the system can be customised based on the specific needs of your business. An Interactive voice response system makes your call centre more productive and efficient and saves you a lot of money in the process. 

Live agent time is then better utilised fielding complex problems and not on simple queries that an IVR system can handle. It also creates a more professional customer experience. Leading cloud telephony providers like Acefone can set up the most cutting-edge IVR systems for you.

IVR number also improves first call resolution, a key metric in measuring call centre performance. The solution can make the system agent-less to a great extent, saving a lot of live agent time. IVR call flows can be as simple or complex as required, but the essential goal remains the same—to automate processes. 

These are 5 kinds of calls that can be easily automated using an IVR system. 

1) Bill payments

Does a customer really need to speak with an agent to pay a bill? This kind of call is a prime candidate for IVR-based automation. Not only is this kind of call extra work for the agent, but it’s also a drain on the customer’s time. 

After the customary greeting, the agent has to pull up the payment details. Then the payment options have to be figured out and the payment has to be processed. The credit card details have to be read out or punched in by the customer, after which the payment will be processed. The call centre agent may ask the customer to wait for some time for a confirmation of payment. 

That is several unnecessary steps. This type of call also increases First Call Resolution time. After all, it is to the call centre’s advantage if issues can be sorted rapidly, and calls don’t become too long in duration. 

With IVR technology you can completely automate this process. Customers can pay their bills quickly and agent time can be used more productively. All that the customer has to do once they call up is follow automated prompts. No more waiting around for agents to answer the call. 

2) Customer feedback

Customer feedback is extremely crucial for any business to improve its offerings, as well as to measure call centre performance. An IVR survey can be done right after the live call with an agent is over. If not, then ideally the feedback should be gathered within 24 hours of the issue resolution and a request can be sent out for the same after the call. 

This is especially important for organisations where customer feedback is crucial to improving their functioning. Also, instead of wasting precious agent time talking to a customer and collecting the feedback, which may also be too subjective in nature, an IVR number can do the job seamlessly. 

3) Automate simple queries

A lot of calls made to call centres do not require a live agent to address them. Checking the account balance and inquiring about the status of orders are two prime examples. 

In fact, IVR can create a better customer experience for such calls. Of course, such information is now available through online platforms and apps as well but that doesn’t work for customers who are not so tech-savvy and still prefer to call a company directly to avail services or get some information. 

It is worth noting that agents may not always be able to handle such queries swiftly because sometimes servers are slow, and it can take time to pull up the requested information. 

When calling on an Interactive voice response system, customers will be prompted to let the system know what information they are seeking and then be guided along the right path. With IVR the information can be pulled out of the database instantly and conveyed to the customer. 

4) Automate call back requests

Call centres are often overwhelmed with more callers than they can handle. An interactive voice response system can not only tell customers what their expected waiting time is, but it can also, through prompts, allow them to request a callback. 

This saves precious time for customers who can go and accomplish other things instead of waiting for the call to be answered. With an option in the system to hold the caller’s place in the queue, the call is answered in a timely fashion. At the call centre end, this can help improve the First Call Resolution rate, a key metric in measuring call centre performance.

5) FAQ calls

This is another category of calls that can be easily automated using Interactive Voice Response. In fact, certain queries can be answered better with an IVR as the answers will be precise and accurate. Sometimes the responses of live agents can be quite subjective. 

Detailed, pre-recorded instructions can also be very helpful in solving commonly occurring issues. Suppose a customer’s satellite TV is not working properly. The IVR setup can direct the customer to follow certain steps to troubleshoot the issue. If the problem is too complex to be solved easily, the customer will eventually be directed to a customer care agent. 

At this point, the agent’s time will be used well since the problem is now at a stage where the intervention of a live agent is genuinely required. Any minor problem would have been taken care of by the IVR system already. 

For the rest, the IVR itself will direct the call to the agent best suited to address the query. For this to run smoothly, the IVR setup of course has to be excellent and should be tested frequently for quality control and improvement. 

IVR pitfalls to avoid

Your interactive voice response system has to be top-notch, otherwise, instead of a smooth ride, what the customer will get is a glitch-filled experience which is actually more frustrating than having to deal with a live call centre agent. 

Here are some things to keep in mind:

• The call flow should not be overly complicated. A poorly designed IVR setup filled with irrelevant options can actually ruin the customer experience. Keep it simple and straightforward.
• Don’t have a long hold time. Anything over a minute can result in bad customer experience and reflect poorly on call centre performance. 
• The voice prompts have to be of good quality and easy to understand. It is worth investing in a good voiceover since you’ll reap the dividends for a long time to come. 
• Even with the best IVR system, it should be possible to speak with a live agent if required. So do not automate it fully. 

Conclusion

Interactive voice response is one of the best ways to automate processes at a call centre without losing productivity or compromising on the customer experience. Many customers also prefer the anonymity of an IVR number to dealing with a call centre agent. It also requires less of their attention, allowing them to multi-task. 

Besides specific calls that can be automated, IVR solution provides a host of advantages. It reduces average call time by 40 per cent. This prevents waiting customers from abandoning the call in frustration. IVR solution can keep the customer engaged until the next agent becomes available. 

The solutions provided by an IVR benefit both the company and the customer. 

• For instance, it leads to better customer service and a better customer experience. With an IVR system, customers get the sense that they have been better attended to. 
• The customer also gets a sense of having unlimited access to the company, since the IVR is always available, be it the weekend or a holiday or beyond office hours. And all this without you having to put any effort into the call. 
• With CRM integration, the IVR system can also be programmed to provide personalised greetings, which customers love. 

On the call centre side, an IVR system increases productivity, since calls that don’t require a live agent are addressed by the IVR itself. For the rest, the IVR routes the calls to the correct departments, saving precious time. By reducing the volume of the calls, it also makes the live calls less prone to error, since agents are less strained. The agents are also freed from addressing mundane queries, which boosts their morale and sense of self-worth. 

So don’t hesitate to get a good IVR system today and automate calls that don’t require a live call centre agent. Call  Acefone today.

Most businesses understand how crucial customer communication is. Without consistent and meaningful communication, you can’t deliver outstanding service or even successfully sell your products and services to prospective customers.

Staying in touch with your audience becomes all the more critical during times of crisis. After all, how do you update clients about delivery delays, inventory shortages or understand their needs and expectations? 

The questions that arise are: how do you communicate equally well, if not better, during crises? And how do you save your business data and telephony system from collapsing?

Simple—with the help of DRaaS (Disaster Recovery as a Service) and CCaaS (Contact center as a Service). 

These cloud solutions can work together to ensure that any type of business can continue to operate and interact freely with customers even during global disasters or unexpected mishaps.

No business wants to lose precious information, and with DRaaS, they can back up data on the cloud safely and get back to work in just moments.

CCaaS, on the other hand, can help deal with panic situations better and get out crucial information to the customers whenever an emergency strikes.

This article will explore a few of how both CCaaS and DRaaS can help your business remain visible and relevant even in dire situations.

How can DRaaS and CCaaS help businesses through natural disasters?

Disaster Recovery as a Service (DRaaS) refers to replicating your IT and data environments on various servers. The data is stored securely in different locations worldwide, ensuring that should something happen to a server, data is safe in other locations. 

So, in case of an unfortunate event, your IT systems can be quickly rebooted and your data restored. Not only can you continue customer interactions, but you can also help other adversely affected internal teams get back up and running.

On the other hand, a cloud contact center hosts all your customer communications, such as voice, messaging, email, and so forth, over the Internet. The technology ensures that as long you have a stable connection and a smart device, you’re able to deliver messages to the public and operate remotely. 

Not only does CCaaS give you the ability to work from anywhere, but it also allows you to hire remote workers from around the globe to support your business. As a manager, you are able to supervise your team on the go from any compatible device and can access important data such as real-time analytics, call waiting times, recordings and much more all from your hosted phone system’s online portal.

A cloud contact center is essential to any business’ disaster recovery plan.

There are many ways in which these two technologies can help businesses through natural disasters.

Ensure emergency communications reach the people

In times of national emergency, the first priority is to ensure people are safe from harm. Government bodies, the healthcare industry or even businesses can send out pivotal information to the public as quickly as possible via message or voice interactions.

Even if a department losses its premises to a natural disaster or its IT systems get wiped out completely, DRaaS can still keep them running. 

They’ll be able to access their data stored in another server, set-up a makeshift workspace, and resume operations using their cloud phone system. This is possible because of the flexibility CCaaS offers. Without the need for bulky infrastructure, staff can get to damage control even with a bare minimum.

With tools like voice broadcasting or SMS broadcasting, outreach can be simplified and sped up even further. 

Protect the jobs of workers

Natural disasters spread devastation and destruction in their path, often reducing buildings to rubble. A combination of CCaaS and DRaaS can help offer business continuity, ultimately saving employees from job losses. 

Since these cloud-powered solutions only require a stable network and Internet-enabled devices, the workforce can be moved to a remote working model. These same devices will help them reach out to your audience, and relay crucial delivery or product information. 

In the face of adversity, customers will appreciate transparent and consistent interactions, fortifying your relationship with them further.

Protect sensitive information 

Customer data, of any sort, is always precious and must be protected at all costs. And protecting it should be top priority for all businesses. Not only does it build trust between you and your clients, but it also makes you compliant with GDPR legislation, giving you one less thing to worry about.

Cloud solutions like CCaaS and DRaaS offer security tools like role-based access control, end-to-end encryption, firewalls, and more. 

So, let’s say your desk phones get damaged in flooding, you can simply connect to your phone system to another compatible device and continue with business as usual. You won’t have to worry about any unauthorised activity or theft of sensitive data. 

This peace of mind means that you can focus on getting back up on your feet. 

Keep costs low and protection levels high

The last thing a business needs when it is hit by a natural disaster is a large bill to repair their phone system just to be able to access their data. That is why investing in a cloud-based system is essential and reliable.

Both CCaaS and DRaaS solutions are highly cost-effective as they do not require any expense on infrastructure or maintenance. While getting a CCaaS solution for your business, you can ask your VoIP provider to add DRaaS to your plan as well. The provider will take care of all your data and the maintenance of your solutions.

The cloud offers peace of mind and safety in the knowledge that if anything does happen, your business has the best chance of continuing to operate as close to normal as possible.

When getting yourself a DRaaS solution, discuss storage with your cloud service provider to ensure that all your data is housed securely. Do also go over the SLAs with the provider to know what is expected of you and them in the event of an emergency.

IS CCaaS really necessary to keep operating after a calamity?

To answer this question, we can look to London, where flooding stopped patients from entering hospitals and the NHS needed to tell them to cancel their appointments for their own safety. 

Security guards were posted at the doors of the hospital to turn patients away, but this could have been managed even better by employing a CCaaS solution. 

With tools like voice broadcasting and bulk SMSes, the NHS staff could have contacted patients ahead of time and advised them to not leave for appointments. Remote workers could even have rescheduled appointments for patients, taking the further strain off the NHS staff.

Better yet, remote staff could have utilised auto-diallers. This means that staff wouldn’t have to manually dial numbers—the system would call patients and connect staff only if the calls were answered.

In cases like this where the NHS needed to get mass communication out to patients after flash flooding, CCaaS could have made their lives easier and reduced the strain for staff who were dealing with urgent cases.

Combine CCaaS and DRaaS to create a robust disaster recovery plan

Once you know staff are safe in a natural disaster, you can start to plan for the next steps to keep your business going and keep communications flowing in times of crisis. 

Both DRaaS and CCaaS are fantastic for giving you peace of mind and ensuring that your business can continue to operate no matter what the situation might be.

If you need support or advice on putting together a disaster recovery plan or to get a CCaaS solution for your business, contact us today at 1888-859-0450  or just drop us an email at [email protected].

Several businesses are now choosing to store their data on the cloud. Cloud offers a safe and secure way to keep your data without losing out on the physical space in your office premises. 

The advantages of relying on cloud storage are many. Advances in technology mean that it is more secure and cost-effective than ever and more businesses are able to harness its potential.

This article will help you get a better understanding of cloud storage and how it ensures data security. 

What is cloud storage?

Cloud storage is a cloud computing model that stores your data online rather than storing it on physical on-premise servers. Since everything is stored online, you will be able to access all the information you need anytime and anywhere. 

Cloud storage solutions eliminate the need for physical infrastructure, along with the cost it brings. And you don’t even have to worry about safeguarding your data, as the provider takes care of the day-to-day management and maintenance of their cloud storage systems. 

All you need to do is log in and access your data.

To avail cloud storage, you only need to find a cloud phone system providers who will work with you and ensure you have all the space you need for your data. 

How secure is cloud storage?

Cloud storage is extremely secure. In most cases, it is safer than on-premise storage. 

For instance, in the event of damage to your physical location or infrastructural malfunction, you could lose years of valuable data. With cloud storage, your data remains unaffected even during natural disasters—ready to be accessed from anywhere. 

This is owing to the fact that providers host data in multiple locations, ensuring that if there is a problem in one location, that they can get you back up and running in a few minutes. Cloud ETL tools, including open source ETL tools, leverage these advantages to securely process and manage data in the cloud with ease.

Cloud storage offers safety features as well, and is completely regulation-compliant, adhering to PIC, FCC, GDPR and CPNI. This means that whatever industry you work in, you can rest assured that the cloud will keep your and even your customers’ data safe.

What are the benefits of cloud storage?

Aside from the amazing security it provides, cloud storage comes with a range of fantastic features for your business. These features can save you money, enhance your data collecting capabilities, and much more.

Let’s look at these in detail.

Cost-effective storage solutions

With cloud storage, you don’t need any expensive hardware and, thus, don’t have to pay for any sort of maintenance. So, there is no need to buy multiple systems to store and share data, as you can do it all right within your phone system’s online portal. 

The icing on the cake? Your portal will seamlessly integrate with most CRM systems. This means you don’t need to hire additional admin staff or waste your team’s precious time on duplicating admin tasks.

Additionally, when buying hardware, many businesses are tempted to buy more than they need in anticipation of business growth—with cloud storage, this is no longer an issue. 

You can add or remove cloud storage on demand through your provider. So, no matter what is going on in your business, you can rest assured that your data storage won’t eat into your profits.  

Thus, you’re able to remove all unnecessary costs, and even efforts, and only pay for the space you need. 

Convenient for a remote workforce

Particularly through the pandemic, remote working has gained immense popularity. And it is safe to say that the work-from-home model is definitely here to stay. 

Thanks to cloud storage, remote employees can access data and collaborate with ease, irrespective of the time zone or location they’re in. Better yet—these files are updated in real-time.

The only thing that a remote workforce needs are a stable Internet connection. So, the service is perfect for those looking to work remotely but still remain connected to their coworkers. 

And the advantages don’t end there. Not only can you store and share files with your colleagues but can also share files externally. This way, you’re able to give any contractors or clients access to requisite data and files whenever you need to. Cloud storage and data security go hand-in-hand. As we continue to innovate with cloud solutions, it is essential for businesses to understand cloud data security. Implementing best practices for securing sensitive information is crucial to protecting company and customer data from breaches and unauthorized access. Ensure your employees are educated on potential risks and the benefits of maintaining comprehensive security strategies, so that you can confidently leverage cloud technologies without compromising on safety or compliance.

With the simplicity of adding and removing users via your cloud based phone system online portal, it’s never been easier to work collaboratively wherever you are. 

Don’t risk losing data or files you’re working on with cloud storage

With cloud storage, files are updated in real-time. So, if you work within your cloud storage platform and make edits to files, you don’t risk losing any changes should you suddenly lose connection.

Often with remote workers, Internet connections may not be as stable as an office connection, or staff could be out and about and forget to save their important work. With cloud storage, this is no longer a worry!

User-friendly interfaces

Cloud storage is notoriously simple to use and makes it easy for staff to access files and store data. Often, storage systems in businesses can get complicated and outdated. But with a best cloud phone system, users can easily find the latest version.

With most cloud storage systems, users can also access previous versions of a file or data. This means that files or data does not have to be duplicated and your cloud storage becomes more streamlined and easier to navigate for employees.

With traditional storage solutions often being slow and hard to navigate, it is no surprise that many people (particularly businesses with remote workers) are turning to cloud-based storage solutions for both personal and business use.

Want a secure, feature-rich storage solution? Look no further

Cloud storage is highly secure, offers several benefits and is unbelievably simple for remote teams to use. The popularity of cloud storage is ever increasing, especially as many businesses are reconsidering investing in infrastructure that is bulky and hard to move. 

The pandemic has changed the way businesses operate. Organisations now need an agile solution that allows both remote and office employees to work and collaborate with ease. 

Cloud communications and storage solutions can offer this and more. For organisations that are serious about taking their growth to the next level, we are here to help you do just that. 

To find out more about cloud storage solutions call us today at 1888-859-0450  or drop us an email at [email protected].

Communication is the most essential ingredient for the success of any organisation, and most companies cripple due to a lack of it.

But we’ll tell you something: the secret sauce of success is to have an open-door policy. 

Businesses should build an environment where employees can raise their concerns—provide feedback and suggest improvements in the system—without having to worry about hierarchical barriers.

For instance, cloud contact center rely on their agents to provide excellent customer service via different mediums of communication (voice, video, chat). But what if your agent is struggling with a personal problem? What if they can be more productive at work and have suggestions? What if they have an issue, but are too afraid to confront it?

The answers to these questions are simple. Management should encourage conversations and try to empathise with their employees or agents. An agent should be able to talk freely and raise their issues without any hesitations.

Agents interact with your customers daily. Simply listening to them and trying to make their work easier should be the end goal of a contact center. Sadly, that’s not the case. 

Due to lousy leadership, improper management, or a lack of structure, agents are hesitant to raise their concerns. 

Let’s look at some of the most common things that contact center agents are afraid to tell their managers. 

I need flexibility at work

Covid-19 has made work from home a practical reality. And home is no longer restricted to your house, and it can be anywhere in the world. Agents have been remotely working from their hometowns, or even hill stations and beaches. 

With the lockdown restrictions lifted, companies now have a decision to make. Do they want to continue working from home, or do they want to work from the office?

Some agents would want to work from the office, while others would like to work from home. Sparking up a conversation and listening to their opinions can be valuable feedback for an organisation. There is no point in calling employees to the office against their wish as they won’t feel productive or motivated to work.

By taking into account everyone’s opinions, management can make better decisions for both the employee and the organisation. 

We have an outdated software

The management selects the tools for your contact center, but your agents are the ones who utilise them daily. There could be a software issue, or agents might need different tools for better functioning and efficiency; management should hear them out. 

After all, agents are the first ones to encounter any such issue with the voip phone system. Preparing your contact centers with the right tools is necessary. It could be because agents have outgrown the current toolbox, or perhaps they need better resources for better results. 

All contact centers should re-evaluate their tools, software and resources. It will help them stay one step ahead of their competition and will help them better prepare for difficult periods. 

I have made a mistake

We are all humans, and humans will make mistakes. That’s how we learn. 

“I have made a mistake,” is something every employee is afraid to say. 

However, if your agents accept their mistakes without worrying about the consequences, you will be more likely to have a successful business. But if your agents are too afraid to speak, you might never know about the mistake, or even worse, it would be too late by the time you do. 

Providing constructive feedback to your employees and helping them out will lead to better work efficiency. Your agents will be more willing to work and won’t get scared whenever they make a mistake. It also creates opportunities for other agents to come forward and speak up. 

I am feeling burnt out

Contact centers face a spike in the volume of calls every year. It can happen due to a seasonal sale, a promotional event, or generally due to high business demand. 

One way to manage the same is by hiring employees who can handle high-pressure situations. Another way is to normalise the high call volumes, so agents understand that it is the requirement of the job. 

However, contact centers should not push agents to the limits of exhaustion. The primary goal should be to motivate the agents so that they can overcome the challenging phase. 

Managers should take regular feedback and listen to their employees if they feel pressured at work. 

To handle large call volumes in a short period is not an easy task, and even the most skilled agents can suffer. 

Buying tools that can help you manage sudden call spikes can save your agents from tiring mentally and improve the organisation’s efficiency. By keeping tabs on your agents, managers can save them from burnout and maintain their productivity. 

The process needs improvement

Contact centers should encourage their employees to speak up and provide feedback. If your system needs improvement or there is a scope of doing something better, management should be aware of it. 

They should take criticism positively and try different ways to improve the organisation’s overall structure. If your agents are scared to voice their opinions and raise their concerns, then you might never know about them in the first place. Managers can have anonymous submissions from employees if they don’t feel comfortable having their names on the notes.

I am struggling to finish my work

Agents can get affected mentally, physically, and emotionally. An agent can feel demotivated because of challenging work, personal problems, or simply feeling burned out. 

It gets easier to manage your team if you are aware of the mental state of your employee. But agents are scared of sharing their problems because they think their supervisor might think they are incompetent for the job. 

A manager’s job is to ensure a healthy work environment where employees can share their issues without any hesitancy. By providing a solution to their problem, contact centers can improve the growth of the employee and the organisation. 

Stop wasting our time

Managers can be too keen on taking meetings and reports at times. It is important to take meetings and keep everyone on the same page, but there are times when an employee adds no value to a meeting. 

Try to avoid meetings that would hamper your agent’s work as they are overloaded, especially during peak times. Useless activities hamper time and kill the motivation of the employees. 

Smartly conclude meetings and communicate with your agents, and you will learn different ways to be more productive at work. 

Conclusion

Managers should encourage employees to speak up and share their feedback. The line of communication should always be open between employees and their managers. 

By listening to their problems, managers can better handle their team and maintain their productivity. 

If you want to build connections with your customers and agents in these challenging times, contact us at 1888-859-0450 or send an email to [email protected].

Organisations worldwide are looking for ways to improve the efficiency and experience of their contact centers. As per industry research, it takes at least 18 dials to connect with a prospective buyer over the phone. With a conversion rate that low, and non-connect calls, which either end up in voicemail, or are not even picked up, imagine the total number of calls needed to register a successful day.

It is no surprise then that contact centers have become a crucial cog in the machinery for organisations that wish to offer reliable customer communications. 

Established as a centralised point of contact, support centers employ agents to get in touch with clientele, address grievances and queries, understand their preferences and demands, and identify and eliminate pain points. Undoubtedly, support centers help businesses gather valuable customer insights.

Thus, it only makes sense for businesses to pay more attention to their contact centers.

Contact center diallers

The primary role of the contact center agents is to engage hesitant buyers and convert them into potential customers either through issue resolution or sales pitches. 

However, the process forces agents to spend a major portion of their time dialling contacts manually, hoping to connect with potential leads. This severely impacts contact center efficiency, and, as a result, impairs the whole lead generation operation. 

This is where automatic diallers come into the picture.

Contact center diallers are applications that automate the process of outbound calling. These systems dial contact numbers and only connect agents if these calls are answered. Thus, they are able to make intelligent decisions by detecting and avoiding unanswered calls. 

Overall, these diallers positively impact agent productivity by ensuring minimum wait time and maximum connection rates.

Businesses can choose from various types of diallers. Numerous customisation options and configurations allow managers to choose a version that aptly fulfils their requirements. 

Let us discuss some of the most popular types of diallers available.

Types of contact center diallers

At the first level, there are two broad classifications of contact center diallers:

• Manual diallers

These are one of the most common and simple forms of contact center diallers. These require agents to pick up telephone headsets, look up the details of the customers on their list, dial numbers manually and then wait until calls are answered before delivering the sales pitch.

• Auto-diallers

Auto-diallers are advanced solutions capable of expediting outbound call campaigns by automatically dialling the next contact in the list. They greatly reduce the dial-to-connect time.
Auto-diallers can be configured to detect answering machines or voicemails and transfer a live customer to an idle agent, effectively utilising the available workforce in a dynamic manner.

There are further divisions in the category of auto-diallers which are based on varying configurations:

• Preview diallers

As the name suggests, these diallers offer agents a preview of potential leads before dialling them. The agent is able to look at all the available contact information stored in the database and can then select contacts that need to be contacted. These diallers are particularly useful for sensitive calls such as collections, insurances, etc. 

• Power diallers

These diallers are designed to automatically dial all the contacts from a defined list. If the call is answered, they connect the recipient with an available agent instantly. The dialler also displays the status of the customer connections such as busy, voicemail, out of reach, and so forth.

• Predictive diallers

More intelligent than other forms, predictive diallers track agent behaviour to determine when their current call would be completed and initiate the next call accordingly. This eliminates idle time between calls and agents remain productive for longer.

• Progressive diallers

Progressive diallers run through the list of contacts on the auto-dialler and assign a connected call to the available agent, before filtering out calls that are either busy, out of reach or unreachable. These diallers are active as long as agents are available for support conversations.

How to choose the correct dialler for your business

The variety of auto-diallers available in the market is a direct result of the burgeoning technology behind these applications. However, while it presents us with a plethora of choices, it also becomes important to identify the type of dialler best suited to your operational setup. Each business has unique constraints and needs. Thus, it is important that you closely evaluate your requirements. 

We discuss some of these crucial factors that should be considered while choosing a dialler:

• Purpose of the calls

There can be multiple purposes for an outbound call campaign—randomised sales calls, upcoming deals, or offering customised deals. Diallers can be configured to suit the goals of the operation, maximise productivity, and gain results at the lowest cost. Further, functional synergies also enhance the execution of a particular campaign.

Preview diallers would be most suited to scenarios wherein calls are context-driven, i.e., conversations depend upon the customer’s previous interactions with the brand. These would include calls made to send insurance reminders or debt collection messages.

• Size of the team

Another factor to be considered is the size of the workforce available for the operation. For large volume outbound calling operations, predictive or progressive diallers would be the most effective. They ensure no agent has to wait to connect with a potential lead.

On the other hand, low volume operations would require maximum output from a smaller team. For such instances, a preview dialler would be extremely helpful in preparing the agents to hit the ground running. 

• Target audience group

The success of any outbound campaign is measured by quantifiable metrics such as connections made, conversations recorded or successful conversions. The only way to augment these numbers is to understand the consumer and strategise your approach accordingly. Hence, the type of dialler would vary as per the target audience group.

For example, if you wish to target high profile individuals for a campaign, incorporating a preview dialler would be ideal so that the agent has access to context and interaction history. 

• Additional features

A major criterion while choosing an auto-dialler is to analyse business requirements. Managers can then substitute existing frameworks to introduce a cost-efficient dialler. Organisations with in-built CRM software can look towards integrating their diallers with their database to link contacts with the customer details.

Final thoughts

Diallers have risen in importance and utility for contact center set-ups across the world. These technologically advanced tools are capable of significantly enhancing the productivity and efficiency of the contact center agents. However, that is contingent on the fact that the current dialler has been implemented successfully in the existing setup. 

All in all, introducing the right dialler has the potential to greatly improve the functioning of your contact centers. These tips will guide you as you make your way through the extensive maze of auto-diallers.

To know more about this, get on-call with our cloud experts at 1888-859-0450  or drop an email at [email protected]!