Every time we talk about the development of your call center, we mean improving your outcomes, getting the highest KPIs, and achieving a brilliant customer experience. There are enough instruments to accomplish these goals, and one of the best ones is hosted auto dialer software. By the way, there are many different hosted dialer solutions, so let us tell you more about them.
What is an Auto Dialer
The hosted auto dialer is one of the functions included in contact center software, and it`s main ability is to perform massive outbound calls via the Internet. The calls are conducted directly from any PC or laptop. There is also a difference between the three calling modes of hosted dialer solutions, such as Preview, Predictive, and Power, which we will describe below.
Benefits of using hosted auto dialer software
Start many campaigns at one time
The ability to manage different outbound call campaigns at the same time is impossible for manual dialing. But with hosted auto dialer there is the possibility to start countless campaigns just after importing your lead list into the application. What is more, there are such options as customizing redialing rules for busy signals, calls without answer, and so on. You can restart or edit the campaign anytime you want, too.
Increase agent performance
Dozens of features that can control every KPI of your reps are included in the hosted auto dialer. Check out the performance of your agents directly in your all-in-one dashboard while using a PC or laptop. There are also important features for supervisors, who will get the ability to monitor and help reps in live-time mode. Higher contact and conversion rates Hosted dialer solutions offer an absolutely new level of working with outbound calling campaigns. Voiptime Contact Center software is intuitive and easy to use for reps, it eases the work for managers and boosts any KPI rate in the few days after you start to use it.
Teaching and coaching perspectives
Could you imagine that you would be able to mentor your agents remotely? Now it’s not a joke, but a reality. You can easily find all problems in your rep’s work using call recording or live monitoring options and solve them immediately to increase agent performance. These functions are amazing, but hosted auto dialer can offer even more instruments. Let’s find them out together.
What Are Key Features of Top Hosted Auto Dialers
Dialing Modes
There are three methods, which we have mentioned earlier:
Power dialer – the best choice for the warm lead base which helps to increase agent performance by the personal outbound calling to each consumer.
Hosted predictive dialer – if you have cold contact lists that require great attention for every contact, this type of hosted auto dialer is for you. There are hundreds of talking minutes and dozens of call attempts before every successful sale – and a predictive dialing tool can easily tackle this challenge. This feature provides up to 45-50 minutes of talking time per hour for every rep.
Preview dialing mode is the right option if you want to upgrade your agent’s ability to analyze information about the customer before or during the call. If such analysis is critically required for a call`s success, this type of dialing feature will perfectly suit your strategy.
CRM Software Integration
All-in-one solution – what could be better? Integrate any system you require to achieve the highest level of comfort and speed in your work. Transfer and work with all necessary data in one interface; without shifting between CRM system and dialing software and losing your time.
Coaching Tools
We also have mentioned the ability of coaching in hosted dialer solutions. Do you want to hear every agent`s performance? Just use the live monitoring tool! Some reps need help while talking with a client? Use whispering mode to prompt them. Also, There is a need in analyzing the previous calls or in checking the agent’s work on distance? Record their calls and get all necessary information by exploring them.
Call Recording
That`s exactly what we have talked about in the previous paragraph. Call recording is maybe the most important feature that is used for improving your contact center work. Control the quality of every rep`s job, understand their approach to a customer and teach them if necessary. Also, This data is extremely useful to discover the performance of whole departments or groups of agents.
Answering Machine Detection (AMD)
The best tool to save your agent`s working time, update your lead base; and highly boost your contact center`s performance is answering machine detection. How does it work? To make it easier to understand, this feature detects the calls which were answered by a root, IVR, or other instruments which are determined as inanimate beings. In this way, your reps don`t waste their working time answering robots; and such calls are immediately detected to ease the work of your team members. This feature has another interesting option – your agents get a choice; – either leave a call withouth attention or let your rep answer. Also, This choice can be done directly in the interface of your hosted auto dialer. So, as we discovered, this tool greatly increases agent performance.
Some brief conclusions at last
Hosted dialer solutions are your greatest opportunity to increase your sale rates, boost all KPIs of the contact center team, coach and control reps, and managers, while also giving new instruments to managers themselves. It also enhances your results by launching many campaigns in pair with live insights and tools to edit and restart your campaigns. Also, The last question is easy – which solution suits the best? Visit our website and discover more about one of the best hosted dialer solutions designed by Voiptime Cloud!