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How call centre automation improves quality and quantity

In an industry that doesn’t always get great press, most of us are committed to giving the best possible service, all the time. That’s why we would like to think that customer service and call quality was enough to drive success.

But at the same time, there’s no denying the benefit of quantity. After all, the more people your agents speak to, the more positive results you’ll get at the end of the day.

You need quantity and quality together – people making lots of calls, without dropped calls and endless queues. With a manual approach, it can seem impossible. How can you keep customer service levels high when agents are rushing toward the next prospect?

The secret is leaving agents to focus on quality. With a predictive dialler that integrates with your customer relationship management (CRM) database, you can automate everything else.

 

Predictive diallers automate outbound calls

The heart of call centre automation is the predictive dialler, which should enable you to use full CRM and dialler integration. The Hostcomm hosted predictive dialler connects with Microsoft Dynamics, Salesforce, and more.

It’s simple:

  1. The dialler pulls segmented data from your CRM.
  2. It dials a number and waits for the call to be answered.
  3. When the call is answered, it’s transferred instantly to an available agent.
  4. As your agent progresses through the script, the dialler predicts when the call will end. At the right moment, it begins to dial the next number.
  5. When the next call is answered, it’s transferred to the newly available agent with little to no downtime.

Imagine having to manually handle those five steps for every single call your agents make. Think of the time that’s being wasted.

A predictive dialler does all that for you, so you can put your costly human resources to better use.

Improving call centre efficiency

Of course, agents don’t just waste time dialling numbers and waiting for calls. As call centres become more integrated with the web, email, post, and mobile services, administrative work takes up valuable time.

A few of the most common administrative tasks include:

  • Sending follow-up SMS messages and emails
  • Packing and posting printed material
  • Scheduling follow-up calls and callbacks
  • Logging calls and outcomes

Each of these tasks could take just a few minutes. But what if you have to repeat them hundreds of times a day? You work hard to source the best call centre staff, only to find they spend hours on repetitive manual processes.

An automated predictive dialler gives you that time back, so you can focus your attention and manpower on the most important thing of all – your calls.



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