Skip to main content

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
-------------------------------------------------------------------------------------------------------------------------
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.
Ozonetel is trusted by more than 1000 companies worldwide. For more please visit us over the web at www.ozontel.com< http://ozonetel.com/> or just click here(http://ozonetel.com/customersignup.html) for free demo.

Popular posts from this blog

Integrating Arborjs with Angular to create a live calls dashboard

Arborjs  is a cool graph visualization library. Angular  is one of the best JavaScript frameworks and we have been using Angular in a lot of our front end development. When you handle millions of calls, proper visualization becomes very important. Without proper visualization, you can get lost in the mountains of data. So we spend a lot of time to come up with good visualizations to represent the data. Since we loved the cool way in which Arbor represented graph data, we could not wait to hook it up with Angular. Because of Angular's two way data binding, when you hook up Angularjs with Arbor.js you can get a dynamically updated visualization of graph data with cool animations. To give back to the community, we have put up the code online at Github . Basically we have created an Angularjs directive for Arborjs. Please feel free to fork the code and add extensions and use it for your own visualizations. The code is self explanatory with comments inline. Best way to get s

First Post

In this blog, I will be talking about my experiences in trying to build a cloud telephony platform , KooKoo . Along the way I will also be talking about different design choices I made, good programming practices and the IVR domain in general. For technoratti: NNFJW8EW86C3

KooKoo Contact Center integration with WhatsApp

WhatsApp announced the launch of their business API yesterday. This is a big deal. A lot of businesses have been asking for WhatsApp integration and now its a possibility. Twilio has already launched an integration . Won't be long before we see a lot more integrations pop up. The most obvious use case is for support chat bots, alerts and reminders. But we at Ozonetel believe one other use case will become the dominant use case, WhatsApp as a support channel with human agents. We believe WhatsApp will become a dominant channel in contact centers world wide. There are multiple reasons for this: WhatsApp is ubiquitous. Everyone has the app. WhatsApp interface is well known to all customers. It is feature rich. You can share audio, video, location etc in the app itself. You can integrate bots for repetitive tasks. Being the leaders in cloud contact center solutions, we at Ozonetel knew that we had to integrate with the WhatsApp channel as early as possible.