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Predictive Dialler Productivity Gains
September 11, 2019

Cloud-Based Predictive Dialler delivers engagement with customers.

A quality cloud-based predictive dialler will enable your business to engage with your customers ahead of your competitors.

A myriad of terms are thrown about to describe dialler technology and its variations ie; Predictive Dialler, Auto-Dialler, Dialler, Robo-Dialler, Click to Dial etc. There’s also the different dialling modes such as; Predictive, Power, Preview, Pre-Emptive or Progressive dialling that have no doubt added to the confusion. (see glossary)

That aside, businesses use dialler technology as a highly effective means of communicating with both prospects and customers in a timely and accurate manner. The significance of predictive diallers is that they are able to vet unproductive calls such as; engaged, no answer, disconnected numbers and voicemail – resulting in call centre staff being fed with only live phone calls. Moreover, predictive diallers have the capacity to increase agent ‘talk-time’ to 45-50 minutes every hour – meaning agents consistently spend around 80% of their time on the phone drumming up business and managing customer needs.

A quality cloud-based predictive dialler are like any SaaS application, in that, on the provision there is sufficient internet broadband such as the NBN; the technology is readily accessible. Furthermore, dialler SaaS typically bundles VoIP, Softphones, SIP Trunks and Hosted PBX components as a single software application, and therefore from a technical perspective, all that is required client-side is an operational LAN incorporating the internet, a suitable internet router and a network switch for devices. Operationally, you’ll need Laptop/PC’s and recommended USB or wireless headsets; as well as a contact database and/or access to your CRM and an agent script. 

Regardless of whether you refer to them as diallers or predictive diallers or the like, If you’re looking to drive the performance of your business through the acquisition of new customers, and/or retaining or cross-selling to your client base, diallers can be an incredibly effective business tool. Above all, predictive dialler solutions in Australia will give your business the firing power to speak with, and engage with customers ahead of your competitors.

When it comes to ICT, Smartcom talks business. 

Speak to us today…

Ph: 1300 196 386

www.smartcombusiness.com

 

Glossary:

Auto-Dialler: An auto dialler is an outbound call centre solution that automates call dialling for call centre agents or alternatively as an automated message. 

Click to Dial: ‘Click to Dial’ enables calls to be made from desktop software such as a CRM. 

Cloud-Based Predictive Dialler: is an outbound calling system hosted in the cloud, that can automatically dial from a list of telephone numbers, calling numbers automatically and vetting engaged, voicemail, no-answers and disconnected numbers.

Hosted PBX: (Hosted Private Branch Exchange) is an IP-based telephony solution provisioned and accessed entirely through the Internet. Hosted PBX may also be referred to as a Cloud PBX or VoIP PBX. 

LAN: (Local Area Network) is a computer network that interconnects computers within a limited area such as an office.

Predictive Dialler/Dialling: is an outbound calling system that automatically dials from a list of telephone numbers, calling numbers automatically and vetting engaged, voicemail, no-answers and disconnected numbers.

Preview Dialling: A manual dialling mode, whereby agents preview each record prior to manually making a call through desktop software.

Pre-Emptive Dialling: Pre-emptive dialling mode is when an agent become available and a call is answered, calls are  transferred to an agent.

Progressive/Power dialling: In Progressive Mode, diallers run through calling lists across multiple campaigns at the pace of agents.

Robo-Dialler: refer ‘Auto-Dialler’

Router: A network device that forwards data packets between computer networks – directing the traffic of data packets over the Internet such as; email, web browsing and VoIP.  

SIP: (Session Initiation Protocol) SIP is the signalling protocol for multiple real-time applications to control voice, video and messaging. 

Switch: a computer networking device that connects devices on a computer network.

VoIP: (Voice over Internet Protocol) – phone calls made over an internet connection, as against traditional phone lines.

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