Call center agents benefit significantly from dialing technologies. Operators no longer need to dial numbers manually. They can focus on more productive tasks thanks to this workflow automation. More calls mean more sales. Why should a company invest in a power dialer today?
What is a Power Dialer?
A Power Dialer is an automated technology that dials the following number when an agent completes a call. There is no delay between the call finishing and the subsequent number beginning to be dialed. The agent doesn’t need to determine the following number to call, as the system handles this for them. They also don’t need to dial. The system connects them to the next person on the call list.
How Does This Technology Work?
The power dialer calls a number. When it reaches a disconnected, unattended, or busy number, it hangs up and moves on to the next number on the call list. If a person answers the telephone, the system automatically connects the individual with a call center agent.
The Benefits of a Power Dialer
Companies that worry about the dropped call rate benefit greatly from a power dialer. It’s illegal in America to have a dropped call rate exceeding three percent. Companies know that answered calls can be connected to a live agent, so the dropped call percentage remains below the allowed amount.
There is no delay between answering a call and having an agent available to speak to the person on the other end of the phone. Companies benefit greatly, as they won’t have frustrated individuals on the other end of the phone when the agent connects. A frustrated individual won’t want to hear what the call center agent has to say, so avoiding these delays is imperative.
The power dialer may be set to allow agents to leave voicemails. The person receiving the call might be interested in what is offered, so leaving a message never hurts. Unlike some dialing technologies available today, a power dialer will allow an agent to do so.
Which Companies Benefit from a Power Dialer?
Power dialers call numbers one at a time to ensure a live agent is available when a call is answered. They aren’t as efficient as some technologies today, but they offer agents more control. The agent or a manager determines the speed at which numbers are called to ensure the highest efficiency level without dropped calls. Leads won’t be missed. Experts recommend any company with a connect ratio greater than 50 percent should invest in this technology.
Power dialers benefit organizations with large contact lists. Each connected caller receives personalized care promptly, and dropped calls become less of a concern. Agents have relevant customer information at their fingertips to provide this care and can better manage leads. As a result, sales conversions increase.
A power dialer is an excellent tool for call center agents. This technology allows them to connect with more leads and provide personalized care when they do. Every call center should look into this technology to see if it suits these needs. Many will find it does.