23 August 2018
Performance
is central to retaining clients. In
our modern age where everything from ticketing systems to call
centres are digitized, client expectations have risen through the
roof.
The parameters of judging positive call centre action have
changed. The success of a sales campaign is measured not just by
end results but by daily and collective productivity. In fact,
it’s widely believed that streamlined regular productive efforts
result in the desired sales outcome.
In call centres, performance depends not just on the workforce but
also on the infrastructural structure.
Experts are of the opinion that predictive dialer technology helps
accelerate individual and team productivity at call centres.
Clients outsourcing projects through call centres and sales
organizations regularly scale involved personnel’s performance.
It’s a primary factor in strengthening client relationships and
renewing projects. But if you still follow the old-fashioned
manual dialling process, you might be losing clients.
Manual Dialing wastes time
Call centres and sales organizations have been around for a long
time.
Back in the 1970s, call centre employees would get a list of
numbers they’d call manually or through ACD and pitch products.
Recently, certain technological developments changed the landscape
forever.
Now there are smart dialer systems, not of one type but many. It’s
fairly easy to set up a call centre with really simple
infrastructural setup through cloud solutions.
Earlier, with manual dialling, call centres and sales
organisations faced a drawback: they couldn’t speed up the
dialling system thus entertained fewer calls a day.
Employees spend a lot of time manually dialling the numbers and
more often than not, some of the numbers end up as dead-ends with
voice mail responses and no answers. After minutes of frustration
and waiting, the call is connected and the employee is ready to
speak with the customers.