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Not all diallers are created equal. While an outdated dialler may result in slow dialling speeds and limited integration capability with other systems, a modern dialler can serve as the hub of your contact centre, playing a vital role in enabling communication between you and your customers.
Statistics are often helpful in illustrating a point, so here's one: a 50% reduction in outstanding tickets. That's what Datacom achieved after implementing an outbound dialler for our IT Service Desks.
For anyone not clear on what a dialler is, it places calls to customers and can document their outcome. It can also route answered calls to agents, payment systems or relevant recorded messages. And once a call is complete, a dialler can help agents quickly move to the next customer, saving time and money.
Diallers work by automating some or all of the outbound call making process and a well set up dialler is essential to a successful customer contact strategy.
By leveraging automation in the processes required for outbound customer contact, diallers can enhance compliance, efficiency and customer experience, using the technology to provide the guardrails. This frees up your people to focus on the customer metrics that matter. Even a dialler set up in its lowest efficiency settings, designed for customer experience and presentation rate, is still 27-33% more efficient than manual calling.
In our own Datacom operations, we leverage dialler capabilities not just for making calls, but to engage with customers holding open tickets at our Service Desk. Our proactive approach is twofold.
We aim to reduce ticket backlogs and also to provide follow-up support to our callers by decreasing resolution times. Since the implementation of dialler technology, we’ve witnessed accelerated service outcomes. Over a seven-month period we’ve successfully resolved 50% of the overall service desk ticket queue, resulting in a remarkable 42% reduction in the pending queue. Tickets are also closed more promptly, with resolution timeframes decreasing from 8.5 days to 4.5 days, enabling analysts to actively work on 40% more of the queue at any one time. Additionally, our dialler implementation yields valuable insights into call uptake rates, answered calls, and instances of call abandonment.
Here are eight ways that implementing diallers could help you modernise your operations and better serve your customers:
Ensuring that workflows are managed and customers receive follow up calls at their agreed service windows, promotes customer confidence and trust.
For unsolicited customer contact, the technology ensures that outbound call attempts are washed against the DNCR (do not call registers) and provides a managed number of attempts that are compliant with relevant laws and legislation.
Automating repetitive and time-consuming tasks like outbound calls, updating contact trackers, checking the DNCR and opt-out lists, and recording call outcomes, significantly boosts the productivity of contact centre agents. With this administrative burden lifted, agents can dedicate more time to customer engagement and increase the number of calls handled, while maintaining superior service quality. Your people can devote their energy to engage with customers, address their needs, and foster meaningful connections – enhancing the overall customer experience.
Diallers use intelligent algorithms to prioritise calls based on factors such as customer priority, call history, and time sensitivity. These algorithms are heavily configurable to drive various factors such as efficiency, customer outcomes and contact rates. This strategic approach ensures that agents focus on critical interactions, enhancing customer satisfaction, acquisition, and retention. The functionality is particularly beneficial for organisations with extensive loyalty programs or tiered membership systems, ensuring that valuable customers receive timely attention.
Additionally, diallers use predictive dialling algorithms to optimise resource utilisation. By analysing historical call data, they predict the ideal moments for agents to connect with customers. This predictive capability minimises idle time between calls and maximises the number of successful connections made, keeping agents consistently engaged and enhancing overall operational effectiveness.
Integrating outbound customer contacts with customer relationship management (CRM) platforms and workforce management (WFM) tools streamlines workflows for agents. This integration provides agents with seamless access to relevant customer information and facilitates automated call disposition, ensuring efficient and personalised service delivery, and valuable real time insights back into the business to enhance customer interactions.
Automating outbound workflows plays a crucial role to increase call volumes and optimise agent productivity, allowing organisations to maximise the value of their contact centre operations while minimising costs. By achieving more with fewer resources, diallers enable significant cost savings and a higher return on investment.
Highly scalable and adaptable, diallers enable organisations to adjust capacity based on fluctuating call volumes and business needs. Whether scaling up during peak periods or scaling down during off-peak times, diallers optimise resource allocation in contact centre operations while maintaining service levels and meeting customer demands.
is paramount in today's contact centre operations. Using technology for outbound interactions provides built-in compliance features, including do-not-call list management and opt-out mechanisms, ensuring adherence to regulations and compliance. By mitigating compliance risks, organisations uphold trust and credibility with customers while avoiding costly fines and penalties.
Diallers provide valuable insights and reporting capabilities that empower contact centre management to make informed and data-driven decisions. By analysing call performance, campaign effectiveness, agent productivity, and customer engagement metrics, managers can identify trends, track key performance indicators (KPIs), and drive continuous improvement in operations.
Diallers aren't just for making calls; they're powerful tools that elevate contact centres into strategic value creation hubs. Through automation, intelligent call management, and real-time analytics, organisations unlock their agent’s potential to focus on high-value, meaningful customer engagements. This transformation isn't just about efficiency – it’s about unlocking new levels of effectiveness, driving sustainable growth, and enhancing customer satisfaction.