A call center manager has the option to choose from different types of auto dialer softwares – predictive dialer, power dialer, and preview dialer – according to the precise needs of each outbound calling campaign. Call center managers are continually looking for ways to enhance tasks and lift efficiency. One tool that has become indispensable in this quest is the preview dialing Solution.
Did you know? Preview dialers can increase agent productivity by up to 300%.
What are Preview Dialers?
Like other types of auto dialer software, these dialers also place outbound calls automatically. They further make agents handle only live calls or answered calls. But this dialer, unlike predictive dialers, does not determine agent availability using algorithms.
Preview dialers are outbound calling solutions that give agents a preview of the contact information before the call is placed. It places the next outbound call only after being instructed by the agent to do so. The agents cannot use this dialer to connect with more customers in a short amount of time as the auto dialer software supports one-to-one calling ratio. Unlike predictive dialers that automatically dial numbers, preview dialers allow agents to review customer details and prepare for the conversation before making the call.
Key Features of Preview Dialers
Call preview dialer
Allows agents to preview contact information before dialing. The hosted dialers further display the customer record on the screen through the conversation. The on-time access to updated information about a customer or lead helps agents to add a personal touch to the conversation. The agents can further leverage the information to convert a lead into a customer through personalized and customized interaction.
CRM integration
The ability to integrate with customer relationship management (CRM) software to provide agents with a complete view of the customer’s history and interactions with the company. Seamlessly integrates with existing CRM systems for enhanced efficiency.
Customizable settings
Enables call center managers to tailor the dialer to meet specific needs. Also it has the ability for agents to access and use customizable scripts to help guide their conversations with customers.
Why Call Center Managers Prefer Preview Dialers
Enhanced Efficiency
These dialers empower agents make informed decisions before dialing, leading to more productive conversations. With automated preview dialers, call pacing can be optimized for maximum efficiency, ensuring agents are always engaged. Since agents can pre screen accurate information on leads or customers and get better prepared for the interaction before placing the call, that ensures more successful calls with a positive business outcome and more powerful customer connections.
Reduce Call Abandonment Rate
No manager can run outbound calling campaigns successfully without reducing the call abandonment rate. Unlike predictive dialers, preview dialers do not determine agent availability using the statistical algorithm. They enable agents to decide when to place the next call and which customer/lead to contact next. Hence, it becomes easier for managers to reduce call abandonment rates due to the unavailability of agents.
Improved Customer Experience
A startling 96% of individuals claim that a firm’s customer service influences their decision to buy from it and their brand loyalty.
Often call center agents impact customer experience adversely by asking irrelevant or wrong questions to customers. By permitting specialists to see client data, review dialers empower customized associations, upgrading the general client experience. No outbound agent can keep a customer interested and engaged without asking questions based on his or her needs, desires, and expectations. They further make it easier for agents to close sales deals with the right questions to each customer.
Curtail Average Call Handling Time
The call center managers use average handling time (AHT) as a key metric for measuring efficiency and performance of agents. AHT refers to the average amount of time an agent takes to handle an outbound call. The preview dialers enable agents to reduce the amount of time required to handle outbound calls by accessing the required information at the right time.
The managers can further make agents access updated customer information by integrating it with a CRM system. The reduced AHT helps agents to handle more outbound calls in a short amount of time.
Interact with Customers without Any Delay
Many customers these days hang up the phone when they realize the person at the other end of the line is a telemarketer. It likewise guarantees the specialist can pose more weighted inquiries during the call.
But a preview dialer places the outbound call based on the agent’s explicit instructions. Hence, an agent starts talking to the customer immediately as soon as the outbound call is answered. The no-postpone connection helps call centers to support outbound calling efforts by expanding client cooperation.
Client Interaction
As a recent client of DialerKing Technology, a Company saw a significant improvement in their call center operations after implementing a preview dialing system. Preview dialers offer a balance between automation and personalization. It makes them an ideal solution for call center supervisors hoping to improve their tasks.
Conclusion
On the whole, a preview dialer does not help call centers to increase customer connection by supporting one-to-one dialing ratio. But it helps call centers to increase sales conversion by enabling agents to personalize customer communication by providing relevant information about a customer or lead at the right time. With their ability to empower agents and optimize operations, it’s no wonder why call center managers prefer this dialer as their outbound calling solution of choice.
Call centers have to handle thousands of calls on a daily basis. With this dialer, the life of an agent becomes easy and the efficiency of the call center as a whole increases rapidly.
DialerKing Technology is the one you are looking for. We have various auto dialers, including, preview dialer. To book a free demo, contact us.
