This is a guest post by Voiso.
Sales is a numbers game — the more prospects you talk to, the more you’ll convert.
There are plenty of telephony extensions out there that claim to boost a business’s bottom line. It's important to choose the right tool that fits your business requirements. For call centers, we’d wager none is more effective than a dialer extension, which can significantly increase the number of prospects your team speaks with over a given time period.
Dialers explained
A dialer is a tool that streamlines outbound calling by automatically dialing through numbers in a contact list. There are several different types of AI dialers, and each follows a different set of parameters when placing outbound calls.
You’ll have to decide which type of dialer is right for your call center, but we’ll lay the groundwork for that decision by providing a concise explanation of the most common dialers on the market below.
Power Dialer: Ideal for businesses with a lot of manpower, power dialers are brute force dialers that sequentially move through numbers in a contact list. They automate the the process of dialing numbers and assigning outbound calls to available agents. However, they lack technical sophistication and are not the most cost-effective option, compared to other types of dialers.
Predictive Dialer: Predictive dialers leverage historical data and real-time metrics to anticipate agent availability. They use an algorithm to analyze average answer rates and "guess" the optimal number of calls to initiate. Supervisors can further control the dialing speed with a "pacing ratio" – like a cruise control for call volume. This ensures minimal agent downtime and prevents your team from feeling overwhelmed while still maximizing the number of live conversations happening each minute.
IVR Dialer - Interactive Voice Response (IVR) dialers are a unique type of dialer that utilizes prerecorded messages to automate certain interactions with prospects. The IVR system greets callers, qualifies their interest, and then seamlessly transfers them to a live agent if needed. IVR Dialers are perfect for tasks like appointment scheduling, surveys, or collecting basic information from customers. They free up your agents' time for more complex conversations and keep your customers informed and engaged.
Benefits of using dialer extensions
Reach more customers per day: By automating the dialing process and eliminating wasted time, a dialer extension allows your sales team to connect with exponentially more prospects each day, right from your help desk application.
Reduce Call Abandonment Rate: When you integrate your help desk software with a dialer, you ensure that your agents are only connected to live calls, dramatically reducing call abandonment rates. This keeps your prospects happy and increases the likelihood of a successful conversation.
Build in-app call lists: It can be a hassle to export and import customer contact information across applications on your help desk. Eliminate this challenge by integrating with a dialer app, so your sales teams can build in-app call lists within the help desk application. This will ensure a smoother dialing experience, improve dialer performance in real time, and increase call success rate.
Dialers offer a powerful solution for boosting sales by automating the dialing process, optimizing call timing, and freeing up your agents' time. With the right type of dialer, you can connect with more prospects, reduce wasted time, and ultimately close more deals.
Facilitate successful sales conversations and increase call success rate for your business. Check out the Voiso contact center extension for Zoho Desk!
Comments