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Predictive Dialers - Human Interaction Maximized
Predictive dialers are many steps removed from their predessors, the automatic dialers of the past. Whereas automatic dialing allowed callcenter agencies to dial numbers quickly and efficiently, predictive dialing also processes and makes use of a whole range of information, linking callers to live voices every single time. In fact, with predictive dialing, agents' 'talk time' has increased from an average of twenty minutes per hour to fifty minutes per hour. This is a fabulous rate of improvement - instead of wasting more than half of their time on listening to busy signals and answering machine messages, agents now spend the majority of their time engaged in producting interaction. The dialer also manages the line to agent ratio by pacing the call rate at the desired level. In this way, quotas are met, and agents are neither idle nor overwhelmed. In other words, because the hardware and software does its job, agents are able to spend much more time doing theirs. And of course, increased contact time means that the center's goals are reached much more quickly. In many ways, it is still true that the real value of a call center depends on its 'human capital' - the agents who interact with clients and potential clients. The more the center's human capital is brought to the forefront, the more everyone benefits. The aim of technology, therefore, is to maximize the time that agents are able to spend doing what only they can do - conversing, communicating, interacting. Predictive dialing and other call center technology represents a perfect symbiosis between person and machine. A predictive dialing system is able to keep track of which agents are available, while monitoring the responses to the outgoing calls that it makes. Numbers that are busy, disconnected, fax lines, or calls that are answered by machines or voicemail systems are not connected to an agent. Only the calls that are answered by a live voice are put through to an agent, which means that the agent spends almost all of his or her time on the line with a live person. Facilitating and maximizing talk time is the goal of every call center. The hidden benefit in all this is the fact that the agent is much less likely to get bored or disheartened. Human contact is important to everybody, and particularly to those who select careers that highlight communication. Many of the agents who choose to work in call centers are there precisely because they are attracted to the work due to the fact that they have excellent communication skills and enjoy interacting with people. An endless stream of answering machines or busy signals is bound to frustrate them. When they are able to spend fifty minutes out of each hour actually interacting with clients, however, the agents find that time goes by much faster and their workday is more varied and interesting. Furthermore, they know that their skills are valued, and that their company supports them by investing in the appropriate technology. Predictive dialing technology is improving all the time. One problem that we occasionally still encounter is a short lag between the time the outgoing call is answered and the time the agent gets on the line. Generally, this is only a matter of a few seconds, and some systems play a short recorded message during this time. Nevertheless, any sort of lag time increases the possibility that the potential client will become confused, and that part of the agent's talk time will be spent sorting out the confusion. There is also the chance that the client may hang up. Therefore, measures are being taken to speed up voice connects and minimize this lag time to the point where it may become imperceptible. Predictive dialing has revolutionized call centers, and has the potential to continue doing so. Calls are made much more efficiently, employees are happier, and the goals of the call center are likely to be me much faster. Now that this technology is readily available (and improving all the time) it would be almost unthinkable for any sizable call center not to invest in predictive dialers. Prodialing strives to provide concise information concerning the high tech arena of callcenters, including predictive dialers, inbound/outbound, IVR and much, much more. See our website at ProDialing.com (http://www.prodialing.com).
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Careers and Employment Stop Selling and Make More Sales A few months ago I spent time training some telephone sales agents who were new to selling. They'd mainly been involved with handling incoming calls but now their company needed them to do some out bound sales calls. I spent two days running a sales workshop for them and another three days coaching them on the job. Telesales HEADSETS & TELEPHONES The Cold Calling Conspiracy A consipiracy exists in the world of selling. A cold calling conspiracy. Generating Leads Through Telemarketing Telemarketing is one of the most common ways that a business can generate leads. It is a versatile approach. Lead generation telemarketing can be inbound or outbound, meaning that systems use prerecorded messages and can dial either random numbers or numbers from an imported list. Telemarketing Tips for Direct Sales Success Unfortunately, the DNC legislation has many small businesses that use telemarketers a bit concerned about their choice of direct sales tactic. However, there are still many ways to have your message get into the right people's hands without annoying them. And the fact of the matter is, telemarketing, as a direct sales tactic, works. Here are some tips and ideas to get your sales flowing and customers thrilled that you called them: Predictive Dialers - Human Interaction Maximized Predictive dialers are many steps removed from their predessors, the automatic dialers of the past. Whereas automatic dialing allowed callcenter agencies to dial numbers quickly and efficiently, predictive dialing also processes and makes use of a whole range of information, linking callers to live voices every single time. In fact, with predictive dialing, agents' 'talk time' has increased from an average of twenty minutes per hour to fifty minutes per hour. This is a fabulous rate of improvement - instead of wasting more than half of their time on listening to busy signals and answering machine messages, agents now spend the majority of their time engaged in producting interaction. The dialer also manages the line to agent ratio by pacing the call rate at the desired level. In this way, quotas are met, and agents are neither idle nor overwhelmed. In other words, because the hardware and software does its job, agents are able to spend much more time doing theirs. And of course, increased contact time means that the center's goals are reached much more quickly. Telsales Just Got Easier! Your sales structure for outbound calls can be summarised using the well know acronym AIDA (Attention, Interest, Desire, Action) we will explore at a high level what should be happening during a telemarketing call. 3 Simple Rules For Your Next Sales Call The other day I received a call from a telemarketer selling a website "starter kit" for small businesses. If you are reading this right now, then you undoubtedly know that I have a website. Normally, I would quickly get the telemarketer off the line so I could get back to showing people how to make more money. But this call got my attention because I thought that this might be a potential service that I could recommend to my clients. So I decided to listen to this sales pitch to evaluate the offering and the approach that the telemarketer used. 10 Tips for Telephone Success The telephone is an often under-appreciated and much maligned piece of office equipment. Have you stopped to consider how much business you conduct over the telephone? These 10 tips will help you improve your telephone presence and presentations. Cold Calling Does Not Generate Sales Leads It is a fact of life for most new sales people; they get the dream sales job with unlimited earning potential and expect to earn so much money that they can now enjoy the fruits of their coming wealth. Everything seems perfect until they realize that before closing a sale and earning the big commission, they must first prospect for new customers (read, cold calls). Cold calling is hard to do. People hate to make cold calls and people hate being on the receiving end of them as well. The Dos and Donts of Cold Calling Having your fingernails removed! 4 1/2 Steps for Doubling Your B2B Appointments Cold calling. Most people hate to do it and there is a cottage industry of people making a profit by selling ideas on how to generate business without cold calling. They're making money because they are using a basic marketing tactic that most of us have forgotten how to use - give your customer what they want! Tell a salesperson that they can get appointments without making cold calls, tell them to buy your book, and you'll make money hand over fist. Why? Because it's a solution that fits what that market wants. This is a Sales Call: How to Begin Prospecting Calls with Integrity "Hello. I'm looking for Sharon Morgen?" "Sharon DREW Morgen." "What? Sharon Morgen?" "No. Sharon DREW" "Um. Hello. Are you Mrs. Drew?" "Ms. Morgen. That's me. Is this a sales call?" "Um. Hello. No. I'm with XYZ bank and I'm giving you a service call." "Regarding what? I don't do business with you. And you are not supposed to be making a telemarketing call on me. So what type of service are you offering for free?" "Well, it's not for free. But we thought you'd like to know about our new banking services." "Ah. So it IS a sales call." "We're not allowed to say that." Proven Two Minutes Magic Exercise to Conquer the Fear of Phone I got a confession to make! The little communication device used to scare me to death! Phone Tips To Get Things Done: Professional Phone Skills It happens all the time, you hear someone over the telephone and you make a generalization about the person you are speaking with. It may not be fair and it is akin to judging a book by its cover, but it's true nevertheless. Telemarketers May Have Ruined Everything I had to really look at things a little different when I started calling people. Now I am not a telemarketer. I call people only when they request it. How To Be A Cold Calling Superstar! Our emotions and feelings are changing all of the time based on our interpretation of events. Does this mean that even a sales superstar feels bad if they lose a big deal? Of course they do. They wouldn't be human if they did not. It's natural for your feelings to fluctuate as you go about your business. Feel the Fear It sometimes surprises people when I tell them I get slightly nervous before a speaking or training event. They seem to think that because I've been doing it for years, nervousness would no longer be an issue. Cold Calling for Introverts In her book, The Introvert Advantage, Marty Olsen Laney talks about the defining moment when she embraced the fact that she was an introvert. It came in the form of a statement, "Oh, there's nothing wrong with me, I'm just an introvert!" Choosing a Phone Dialer that Works If you own or operate an outbound call center, you've probably heard quite a bit about various phone dialer systems. In fact, it's likely you are using one of the many systems currently on the market. While your current phone dialer may be adequate for your business needs today, you'll probably grow out of it shortly. Even if you are not anticipating high levels of growth in the near future, just staying competitive in the call center business means having the latest technology.
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