Dialler Systems - Saving you money on outbound your calls

 

Dialler Systems can provide considerable savings in both time and money when a business is making a significant number of outbound calls. Whether your business operates its own call centre, or simply uses calling as a tool for generating more sales, Comms Consult has the solution for you. We work closely with our clients to provide them with an optimum dialler solution that best suits their needs. If we determine that a dialler is not what is needed, we can advise on a suitable technology and software. 

 

Comms Consult specialises in the three most popular types of dialler solutions – Predictive, Progressive, and Click to Dial.

Predictive Dialler - Save on agent dialling time

Predictive Dialler software dials through a pre-defined list of numbers and connects any answered calls to a free agent in a call centre environment.  This frees up your agents to focus entirely on customer interface rather than the time-consuming process of dialling one call at a time.  If your business currently uses one agent to one call, then a predictive dialler will significantly increase staff productivity and utilization. 

 

Predictive diallers streamlinethe call process, thus improving efficiency and reducing time wasted.  In all likelihood, only 1 in 3 calls made are answered by the customer or client.  This means that two-thirds of an agent’s time is potentially wasted.  A predictive dialler, which can dial three numbers at once, eliminates this problem by abandoning unanswered calls and forwarding only the productive calls to your agents.

 

Predictive diallers use behavioural averages to determine how soon to dial a new set of numbers after a call has been passed on to an agent.  On average, it takes a person 10 seconds to answer a call and 90 seconds to have a full conversation.  Using these figures, a predictive dialler will begin calling a new set of numbers after an agent has been on an active call for 80 seconds.  The result is that a minimal amount of time is wasted between calls as an agent is likely to be passed a new call within seconds of terminating an old one.

 

There are strict regulations surrounding the use of predictive diallers and Comms Consult works with our clients to ensure that these are adhered to.  When using a predictive dialler, only 3% of answered calls are permitted to be abandoned.  An abandoned call is defined as any call not taken by an agent within two seconds of the person’s greeting, after which time a recorded message plays and the call is disconnected.  We design our systems so that once the limit of abandoned calls has been reached, the dialler will switch into progressive mode.

 

For more information call us now on 0844 811 9320 or email us at info@comms-consult.com

Progressive Dialler - focus agents to increase talk time

Progressive Dialler software also dials through a pre-defined list of numbers and connects any answered calls to a free agent in a call centre environment.  However, a progressive dialler only dials one number at a time and doesn’t begin calling a new number until an agent becomes free.  The short wait between a completed call and a new call gives the agent a bit of time to complete any necessary post-call administration.  A progressive dialler is best suited to clients running business to business campaigns or those using a list of numbers that have a high probability of being answered.

 

A progressive dialler can eliminate many of the problems associated with manual dialling.  Firstly, it stops agents wasting time between calls by limiting the amount of time available to them.  Secondly, it does away with the need for agents to spend time managing their call lists, thus freeing them up to focus on actually talking to clients and customers.  Thirdly, it removes any agent prejudice, meaning that all numbers on a list will be called regardless of whether or not an agent might have negative feelings towards a particular company or person.  In all, a progressive dialler makes for a happier, more productive agent staff as their job becomes less focused on the mechanics of dialling and more focused on customer and client interaction.

 

In a manual based outbound call centre, the average productive time is between 15 to 20 minutes of talk time per hour.  By implementing a progressive dialler solution, it is possible to double this figure to around 30 to 40 minutes per hour simply by increasing the number of calls being made and reducing the potential for wasted time.  This 50% increase in productive call time translates into the potential for a similar increase in profit, without requiring an additional investment in staff.

 

To help with the management of call campaigns and staff, Comms Consult is offers an extensive reporting system.  Historical reports can be supplied on a variety of factors including campaign activity, call outcomes and user productivity.  The range of information available can be exported for use in other applications to help you get the most out of your outbound dialling business. 

 

At Comms Consult, we offer four types of progressive dialler.  Whether you are looking for the least expensive, most efficient, or easiest to use, we will work extensively with you to ensure that the automated dialler system that we propose best matches your requirements.

 

For more information call us now on 0844 811 9320 or email us at info@comms-consult.com

Click to Dial 

Click To Dial software ‘does exactly what it says on the tin’. Click to Dial allows the agent to highlight a number on any webpage, Outlook contact, spreadsheet etc. and click a key on the keyboard and the phone system will dial the number.