Predictive Dialer Increases Productivity in Customer Service Call Centers

One of the best customer service tools for businesses is a call center, and one of the best tools for running a call center is a hosted predictive dialer. This technology, which uses the latest Voice Over Internet Protocol and an Advanced Adaptive Algorithm allow your call center agents to be more productive; in fact it can increase productivity in your call center by 60 to 70% as your agents will be able to talk directly with more clients for longer periods of time and spend less time trying to contact customers and more time communicating. By utilizing this predictive dialer software you can accomplish call center objectives in less time. Here are some other helpful hints on how to increase productivity within your call center:

1. Pair Up Team Members – If you have an agent that is performing below expectations, especially if they are a new recruit to the team, pair them up with a high-performing agent that they can learn using a hands-on approach how to be successful in their position.

2. Breaks Make a Difference – Studies have shown that regular breaks throughout the day in almost any occupation will increase productivity. Many experts in the call center industry suggest a maximum of a 75-minute period of continual work followed by a break.

3. Regular Briefings – Have regular briefings throughout the day with your agents, showing them the performance reports. Make them feel a part of the team, with the option of soliciting suggestions from them on what you can do to improve in the areas you are struggling. Make sure that you also acknowledge the areas in which you are excelling, not just the areas of improvement. A hosted predictive dialer from Vioteck has real-time reports associated with their system that can be viewed in real-time using their web-based interface and may be a tool to consider using.

4. Feedback and Praise – As part of your regular briefings throughout the day make sure you are providing healthy, critical feedback and praise when warranted. There is always room for improvement but praise the team or team members when goals you set have been achieved instead of only providing criticism.

5. Handle Calls Intuitively – Having a script that uses tried and tested dialogue that works will help your agents identify the likelihood of a sale and reduce wasted call time, but don’t let your agents become inflexible. Customers desire personally tailored interactions and if a script is standing in the way of this let your agents know that it is okay to deviate from the script when necessary.

6. Incentives – Tying quantifiable successes to incentives through contests, vacation approvals, parties, or shift preferences can have a remarkable effect on productivity. Many individuals respond well to competition and taking ownership of their personal successes and in general this tends to have a positive effect on team morale, with members encouraging their team members to succeed with them. You may even consider segmenting your agents into competitive teams, which especially unifies those working together.

7. Use Agent Scorecards – An agent scorecard is a common tool found across call centers that allows administrators to judge who their top agents really are. Setting goals for your agents will keep mediocrity from being accepted and condoned. However, it is important that you set productive goals; a measurement of calls handled tends to encourage agents to burn through as many calls as possible as quickly as possible, taking the focus off of the quality of the communication.

By applying these tips to increase productivity you will be able to increase the quality of customer service, making your call center more efficient and skilled.

To learn about tools you can use to increase customer service visit http://www.hosteddialer.com