Friday, October 16, 2015

Dialers & Productive Contact Center

In the digital age, the outbound contact center is not just for customer service but is also used for revenue generation like lead generation and conversion of leads.
In general outbound call center is used for:
1. Generation of lead: Cold calls, extensively used in banking & finance industry
2. Inbound Sales: Converting web generated leads, up selling and cross selling to existing customers
3. Proactive service & Customer Service: Information sharing, problem, survey, answer to customer query, etc.
With the increased usage of call center, lot of new technology has also come up, which helps to streamline the calling process, thereby increases the productivity of contact center.
One such technology is dialers, dialers are automatic dialing solution used in outbound contact center  to optimize the  agent efficiency and reduce the downtime. Today different types of dialers are available, each have unique features and usages.

Objective: All the calls should be handled carefully, calls should be initiated  after doing proper investigation about the customer. The revenue generated per call  is very high
Use Case: Complex inside sales calls in which the revenue per call is very high, the client requirement is highly customized. Example: In B2B lead generated from website is very limited, every call is of high importance and customers requirement is also not similar.


Objective: Increase the productivity of agents & always keep them in a busy state
Use Case: In small and midsized contact center used for cold calls, inside sales when leads generated are quite same .Ex: In Banking lead generated from website is very large, inside sales team productivity can be enhanced by using progressive dialer.
Objective: Increase number of calls per day, increase calling time, reduces the dead time (searching for valid numbers).
Use Case : Large contact center, to generate lead or cold calls or to give information to large customer base. Ex: Cold calls for generating leads for Credit card or loan

Dialers are just a new solution that reduces the human involvement in calling process, but it is the job of contact center manager to use the dialer technology to its full potential, as every contact center has unique requirement depending on the industry, company working culture and business need. a proper analysis should be done before choosing a dialer.
                                                                                                      Written By,
                                                                                                     Abhay Kumar
                                                                                                               Ozonetel Systems Private Ltd
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About Ozonetel: Ozonetel Systems is an India based Cloud Telephony Solution provider, Ozonetel provide complete cloud contact center solution, multichannel( i.e. voice, email, social media, SMS, chat) communication solution and marketing solution i.e. platform to run innovative customized marketing campaign like miss call campaign, sms campaign, email campaign and many more.
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