Good communication with customers, deep analysis of statistical data and client preferences, as well as flexibility and agility are key factors determining contact center performance. They also affect the success of the entire company as well. This refers to all contact center operations: inbound and outbound calls, chats, emails, requests from websites and information portals, and interaction between company departments.
An ability to process large amounts of calls and chats (inbound line) while demonstrating customer care often defines the level of brand loyalty and service satisfaction among clients. There are several important components here: qualified staff, brand availability in various channels, smooth communication, high quality of sound, and IVR menu clarity (this will speed up the search for the necessary information for customers and relieve operators).
The competent setting of the contact center outbound line is no less important because appropriate and timely customer information, as well as effective telemarketing, directly affect the company's financial indicators. In this case, dialers are the best tools for outgoing call campaigns and business tasks, including sales and brand awareness.
Dialers are programs for automated dialing of phone numbers from the company's client base. They allow to speed up contact list processing by a hundred times compared to manual dialing. Dialers also help to optimize contact center resources and minimize operator idle time. Webitel’s platform offers 3 types of dialers: Preview, Progressive, and Predictive. Let’s learn more about each of them.
Preview dialer is a dialing mode when a system first calls the contact center agent and then the subscriber. Thus, the agent has additional time to review the client’s profile for better counseling. This dialer type is suitable for small contact centers or companies operating in the area of goods or services of a high-price category, for which the quality of service is a priority.
Progressive dialer is a dialing mode with the agent reservation: the system simultaneously calls the operator and one or several subscribers (it depends on system settings). The call is considered successful if it is possible to connect with the subscriber in the presence of a free agent. The progressive dialer starts a new call only after the current call ends. This helps agents focus on good communication with customers and high-quality performance of contact center tasks while maintaining a comfortable work rhythm.
Predictive dialer is an outbound call campaign without agent reservation. This is the most powerful dialing program. Thanks to special algorithms and collected statistical data, the Predictive dialer calculates how many calls need to be made to successfully connect the agent with the subscriber. Based on this information, the dialer runs a series of continuous dials, optimally using all available lines and helping minimize agents’ downtime.
The Predictive dialer is a real find for large contact centers with an extensive client base, an indispensable tool for informing customers, as well as selling company products and services. This allows companies to handle hundreds of thousands and even millions of calls, and together with voice services and the professional work of the sales department, ensures effective telemarketing.
On the Webitel platform, there is also a separate dialer type, Outbound Tasks, designed for bulk emails, SMS messages, and web requests. Platform tools allow you to configure the sending parameters in detail: date, time, recipients (it can be the entire contact database or only its part), and add text, links, or audio.
How do dialers work?
Calls to subscribers are made according to the formed lists of contacts, so-called queues. In the platform settings, you can create various queues to serve different groups of customers. Contact databases can be loaded into the system using CSV files, via API or from MS SQL, PgSQL, and MySQL database tables. Analytical services of the platform allow you to monitor the success of queue processing and visualize statistical data for each indicator.
For each contact center task, or each queue serving, you can select a team of agents with appropriate skills or use dialing without agent participation. The last option allows enabling voice services: record informational audio files, activate interactive voice response (IVR), or use speech synthesis and recognition technologies. You can also use a blended mode for the outbound line when the dialer calls subscribers using IVR, and if necessary, the system switches the conversation to the agent. The Webitel platform allows you to implement comprehensive customer service using scenarios of any complexity.
Along with fast and intelligent dialing, there is an option to enable the AMD tool based on Machine Learning: the system recognizes whether it's a human or a machine. This helps to optimize contact center resources and transfer only successful calls to operators.