As automated telephone dialing systems, auto dialers help your business to run outbound calling campaigns more efficiently by dialing telephone numbers automatically from a database. You have the option to choose from different types of automatic dialers. Like other types of auto dialers, power dialers also make employees or outbound agents to focus only on live connections or answered calls by detecting no-answers, busy signals, disconnected calls, voicemails, and answering machines. However, the power dialers, like some other types of automatic dialers, allow you to customize the call ratio according to the precise needs of each marketing campaign. Hence, it becomes easier for your business to set the call ratio according to important factors like the size of the customer base and the number of available agents. Your business can further reduce upfront and recurring infrastructural costs by opting for a cloud-based power dialer. You have the option to choose from a wide range of cloud-hosted power dialer software. But your business cannot run marketing campaigns of varying scales and nature without selecting the right power dialer. It is always important to opt for an auto dialer that is easy to use and customize. Also, you need to check if the dialer is improving agent utilization and reducing downtime by placing outbound calls as soon as an agent is available or free. At the same time, it is also important to compare the software based on power dialer features. You must ensure that the power dialer comes with the features required to run multiple marketing campaigns efficiently. You can even assess the effectiveness of the power dialer features based on important criteria like an increase in customer connections and a decline in call abandonment rate. However, you must opt for a power dialer that comes with a slew of market-relevant features. 9 Power Dialer Features Your Business Need to Boost Outbound Marketing Campaigns 1. Progressive Dialing Mode Support The power dialer must support progressive dialing mode to make agents connect with more customers and prospective leads in a short amount of time without increasing call abandonment rate. The dialing mode makes the auto dialer place the next outbound calls as soon as an agent is free or available to handle the next call. But the dialer does not place a call when no agent is available. 2. Call Ratio Adjustment The progressive dialing mode helps power dialers to make customer connections at a higher frequency rate. But you cannot minimize call abandonment rate without ensuring that an agent is available to handle every outbound call. Like some other automatic dialers, power dialers allow you to adjust or customize the call ratio according to the number of available agents. Also, you have the option to set the call ratio according to the size of the customer base you are catering. 3. Call Monitoring While running telemarketing campaigns, you must assess call quality and track agent performance consistently. The cloud-hosted power dialers help you monitor outbound calls through a user-friendly portal. You can use the portal to track the current status of various types of calls. Also, the portal will help you to listen to the ongoing conversation between leads and outbound agents. The call monitoring feature will help you to increase the conversion rate by providing relevant feedback and training to agents at the right time. 4. Callback Scheduling The power dialers make agents handle only answered calls and focus only on live connections. But the agents cannot increase customer connections without calling back the customers and leads who did not answer the call on the first attempt. Your business needs a power dialer that can schedule callbacks to such customers automatically, along with detecting the no answers and busy signals. 5. Customer Information Preview No call center can run outbound calling campaigns successfully without emphasizing on customer experience personalization. The agents must access updated customer information before handling outbound calls to personalize the customer experience and increase conversion rate. The sophisticated power dialers come with contact information preview feature. The feature makes customer information appear on the screen as the dialer initiates the outbound call. The on-time access to customer information helps agents to personalize customer experience and conversation. 6. DNC List Checking The Telemarketing Sales Rule (TSR) prohibits sellers and telemarketers from calling a person whose number is on the National Do-Not-Call Registry or a person who has asked not to get telemarketing calls. Your business has to pay a penalty fine of up to $40000 due to making promotional calls to a number which is on the National Do Not Call Registry. The power dialer must perform DNC list checking to ensure that it does not initiate outbound calls to a number that is on the DNC registry. 7. Detailed Call Reports You cannot increase the conversion rate without tracking the performance of each outbound campaign daily. Hence, you need hosted power dialers that help you to track and evaluate the performance of individual campaigns by generating detailed call reports. Also, you need to check if the auto dialer helps you to boost campaign performance by analyzing outbound call data. 8. Customizable Caller IDs Many customers these days hate receiving telemarketing calls. Your business cannot increase customer connections without using customized caller IDs. You must opt for a power dialer that allow agents to customize the outbound caller IDs according to precise campaign needs. The customization options will help agents to make telemarketing calls appear just like calls initiated from genuine telephone numbers. 9. Free Trial You cannot select the right power dialer without assessing its features in real-time. Several providers allow subscribers to use the auto dialer software on a trial basis. The free trial helps your agents to evaluate the pros and cons of the automatic dialer by using it in person. The feedback and suggestions received from outbound agents will make it easier for you to customize the cloud-hosted power dialer according to your precise business needs. The cloud-based power dialers help your business to run multiple outbound calling campaigns without increasing infrastructural cost. They further allow you to customize the call ratio according to the precise needs of each campaign. But you cannot boost marketing campaign performance without focusing on power dialer features. In addition to being customizable, the power dialer must come with the essential features required for increasing customer connections and reducing the call abandonment rate.
0 Comments
Chatbots vs. IVR System: Overview and Usefulness of Both Technologies in Customer Care Services10/9/2019 It is crucial for any size or type of business to ensure that its customers are satisfied if it wants to thrive in an extremely competitive marketplace. Since satisfied customers turn into loyal customers and usually refer others to a service provider or a business. Therefore, satisfied customers may generate more leads and increase the conversion rate for a business.
A recent study shows that around 81% of satisfied customers are likely to invest in a business or turn into long-term customers. Further, the study states that 95% of the customers are likely to share the negative experience with the people they know. These statistics indicate the importance of satisfied customers, and an IVR system can greatly increase the callers’ satisfaction by enabling the customer-care representatives to offer customized solutions to the callers. However, the traditional IVR systems have some limitations with respect to improving the customers’ satisfaction. The introduction of chatbot technology has assisted in removing this inhibition by enabling enterprises to deliver the highest level of service or support to their customers at cheaper rates. Hence, it is important for all businesses to weigh the benefits of technologies to make an informed decision. Overview of IVR & Chatbot The Interactive Voice Response (IVR) is a telephony menu system that enables a computer to interact with the callers via voice commands or DTMF tones. The callers can select the option/command via by using a keypad on their phones or a computer. The IVR solutions are used for identifying and segmenting callers before routing them to a suitable call-center agent.
Despite these great qualities, there are limitations present in all types of IVR solutions. The design of this technology allows it to follow a linear pattern when delivering support to a caller, and this feature may cause frustration in them. Subsequently, another emerging technology called Artificial Intelligence (AI) can help businesses break free of this limitation. This evolving technology has given birth to chatbot application that runs on a computer with an internet connection. Chatbots help to answer frequently asked questions (FAQs) instantly and for any specific inquiry will refer to an agent or department. Chatbots can learn from each experience, as the advancement in AI technology has fitted the chatbots with dynamic features. Chatbots have the ability to perform complex tasks and resolve different types of customer inquiries by using artificial intelligence. It increases the satisfaction level of callers, as they can receive help with the problem that does not comply with a preset script. This facility is not available through an IVR system that delivers only prerecorded messages. A recent study on the impact of chatbots on callers reveals:
IVR vs. Chatbots – Usefulness of Both Systems in Different Scenarios Accessibility of IVR over Chatbots It is important to have an internet connection for accessing the chatbots, unlike an IVR system. It has been designed to be accessed via a keypad and a user who does not have access to the internet cannot access chatbot service. However, an IVR system is more accessible to the customer who cannot see or type or does not have an internet connection. Familiarity of IVR over Chatbots The popularity of chatbots may have increased at a rapid pace since its introduction. It is a new technology to many users today, and many businesses are unsure about the reliability of chatbots. Unlike chatbots, users are familiar with the features of an IVR system. The tried and tested features of the IVR systems make it reliable to many businesses. Chatbots Put an End to Caller Frustration An IVR system can respond to a particular collection of queries and can fulfill a specific set of necessities. The machine learning algorithms enable the chatbots to answer to an endless number of queries. Therefore, it becomes possible for the callers to get answers to unique queries.
Chatbots are Equally Efficient on all Channels of Communications A recent study that was conducted on the customers’ expectation reveals that 72% of the consumers expect a consistent experience when they contact a brand irrespective of the mode of communication, such as cellphones, social networks or e-mails. The latest chatbots can show the same level of efficiency irrespective of the mode of communication. A latest IVR system also plays a crucial role in supporting a digitally connected customer experience. However, the millennials, as well as the older generation, have become used to communicating with various AI assistants. Therefore, the modern callers may favor the chatbots over the IVR system. Conclusion Chatbots have the power of Artificial Intelligence (AI) and can resolve different types of problems; however, a modern IVR system is fitted with equally practical and useful features. Both of these technologies can be used to improve the experience of the customers or callers and to streamline the efficiency of the customer-care specialists. Thus, businesses can immensely gain from both these technologies if they know the correct implementation of features. |
|