Boost Agent Uptime, Reduce Call Holds, and Improve Call Center Productivity with Voxco’s Preview Dialer!
Preview Dialer shows the customer’s information to the agents before dialing the number. As a result, the agents become aware of some key information that the company has on the particular customer. The preview dialer provides customer insights to the agent which ensures a personalized conversation and efficient experience for the customer. The agent also has the option to allow the call or skip it, after checking the information they received.
The preview of the information that the dialer provides to the agent gives the agent time to plan the conversation to entice the customer.
What makes a preview dialer a valuable component of the contact center is that the agents have an insight into the customer’s life. This makes the flow of conversation more smooth and personal and encourages the agent to interact with the customers.
Preview Dialer is also known as Semi-Automatic Dialer. Unlike an automatic dialer, it does not dial the number of the customer automatically. The preview dialer provides the contact information with additional information to the agent. And, then it waits for the agent to dial the number.
See what question types are possible with a sample survey!
There are several benefits of using Preview Dialer in your contact center. Let’s check the list to learn in detail
Outbound call centers are primarily focused on outbound calls but can take incoming calls/missed calls and add them to their schedule. The equipment required per agent for these call centers typically includes a computer (could be a desktop, laptop, or Chromebook), a headset, a reliable internet connection, and a powerful software suite capable of automated dialing and predictive dialing.
Inbound call centers are those which are set up to tackle inbound calls, but have the capability to make outbound calls as follow ups to customer requests and dropped calls. A competent software stack will dictate how productive your inbound call center is, irrespective of whether you’re running remote or on-premise operations. Equipment typically required by inbound call centers includes a computer, reliable internet, a headset, and powerful cloud call center software. Software enablements must-have features like ACD (Automatic call distributor) and IVR Survey software to help maximize productivity and ensure that there are fewer dropped calls.
With all the advantages, there is one setback that limits the Preview Dialer. When you have very minor details of the customers in your database, the preview dialer can’t help your agents with the conversation.
In case, when you only have a name, email address, and phone number, for example, the agents cannot personalize any conversation.
Voxco’s call center software combined with its omnichannel feedback management platform allows call centers to leverage CATI software and IVR tools to gather and manage feedback. You can collect feedback from both potential and existing customers to get insights into key factors like Customer Experience, Brand Advocacy, and feedback about product or brand changes.
There’s no need to restrict yourself to CATI and IVR, as Voxco’s omnichannel platform allows you to seamlessly combine their findings with online surveys, giving you a truly holistic picture about your area of interest.
Call Center Equipment is built to handle a high volume of calls, and that’s precisely what large scale social research studies often require. Read how Siena College leveraged Voxco’s platform to make over 3 million calls + 50,000 completed interviews during the 2018 midterm elections and published live results!
Preview Dialer generates overall reports based on the performance of the entire contact center. All call history and call-related activities are saved and crafted into a report for analysis.
The data produced helps the superiors and the management to make informed and result-driven decisions.
The non-productive numbers are filtered out of the list of customer contact by the preview dialer. This reduces the agent’s time and effort of calling a DNC number. Only making useful calls save time and increase productivity.
Moreover, along with DNC numbers it also eliminates answering machines. This ensures that agents only focus on the useful numbers.
Preview Dialer working together with CRM integration ensures that the information about the customers is all meaningful. This means that the data stays within the agent’s reach to help in their interaction with the customer/client.
Learn how you can adopt an effective WFH strategy to stay ahead of the curve, improve contact center productivity while providing seamless CX with remote agents.