4 Features to Look for When Choosing a Predictive Dialing Platform for Your Call Center
Investing in a predictive dialing platform for your call center is an effective way to enhance your company's overall productivity levels and profit margins. But not all platforms are created equal. Here are a few features that the predictive dialing platform you decide to invest in should offer:
Scripting Incorporation
It's important to make sure that the predictive dialing platform you decide to invest in for your call center features the ability to incorporate your scripts into the automated calling process. Whenever a prospective customer is called through the predictive dialing system, your call center agents should be able to access all of the scripts they need no matter what type of phone call they expect to proceed with.
As soon as a prospective customers answers their phone, your agents will see the proper script on their computer screens and can use it to improve sales percentages and retention rates while helping to ensure a positive experience for everyone involved.
The Ability to Prioritize Calls
It's also a good idea to make sure that the predictive dialing platform you decide to invest in offers the ability to prioritize phone calls based on a variety of specific classifications of your choice. For example, you can make sure that your brand new leads are called first thing in the morning when your agents show up for work before previously called leads are tackled. And you should be able to prioritize calls during a particular time of the day based on requests for callbacks that your agents receive when they talk to leads.
Communication Tool Integration
The predictive dialing platform you choose for your call center should also offer the opportunity to integrate a variety of communication tools into your call processes as depending on your needs and preferences. Your new platform should be able to automatically follow up with prospective customers by sending them emails as soon as an agent gets off the phone with them.
Every phone call should also be recorded through your predictive dialing platform. And look for a platform to invest in that will automatically send texts to promote discounts and saving opportunities to every lead your agents have engaged with in the past.
Effective Lead and Sales Tracking
In addition to enhancing your call center's productivity levels, it should help you track the results that your agents are getting as time goes on. When an agent makes contact with a lead, it should be noted in the system so the next agent knows that someone has already spoken to the prospective customer and what happened on the call. And if a sale is made, the platform should acknowledge the sale so you can determine what your closing percentages are at the end of any given week or month.
To learn more about cloud predictive dialers, contact providers such as Celerity Telecom.