Hosted Call Center Featured Article

Reducing Customer Effort with a Predictive Dialer

October 22, 2012
By TMCnet Special Guest
John Golat, Owner and CEO, Vioteck Solutions Limited



A big part of customer service in a call center is reducing customer effort, which can be achieved by utilizing a predictive dialer. By using a predictive dialer, such as the one offered by Vioteck, you can increase loyalty among your customers.

Here’s how:

Focus on Call Center Basics | Common practices have always served to help call centers run more successfully. These basic practices include making sure that customers need only provide their details to you once (which means proper management of customer information) and connecting the customer to the agent they last spoke to. Quality lead management software is imperative to achieve even these most basic of practices.

Utilize Email Through Your Predictive Dialing Software | Customers interact with companies through multiple avenues these days – not just by telephone. Being able to contact your customers through e-mail is one of those avenues that are imperative. That is why you should utilize a dialer system that offers the ability to send e-mails to clients directly from within the interface.

Scale Your Staff to Accommodate Demand | Being able to increase or decrease your staff based on the natural fluctuation of peak times is important, as customers tend to despise being put on hold to speak to one of your available representatives. Using a hosted or cloud-based dialer program will help you manage your staff efficiently, as they can be easily scaled and even allow for agents to work from home as long as they have an internet connection and telephone.

Pay Attention to Your Metrics | Being able to easily view your metrics will help you identify the areas where you need improvement and where you are succeeding. The important aspect is knowing what the right metrics to view are. Whereas tracking repeated contacts provides an accurate portrayal of customer effort, metrics like average call handling time can be a bit misleading.

Test Your Process | An administrator should call in anonymously to the call center on a regular basis to experience exactly what customers experience. This is a fast and sure way to know what stands in the way of decreasing customer effort.

By implementing a predictive dialer that incorporates real-time, easy-to-view metrics, can be easily scaled, offers remote implementation and can send e-mails from within the interface, you can ensure that customer effort will decrease and customer satisfaction will rise. 


John Golat created Vioteck to provide hosted dialer solutions for predictive dialer and auto dialer technology to make these call center tools more affordable and effective. John also provides advice and tips for call centers through his own blog and contributes to various industry blogs.




Edited by Braden Becker

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