Obviously, these are just some of the premises that guarantee a good implementation of a voice robot system.
Other factors, such as choosing the company responsible for this implementation and training the existing team are also crucial.
As we said earlier, combining voice robots with automatic dialers can bring many benefits to your contact center.
Let's see how?
Voice bots and autodialers
In practical terms, the autodialer is a tool that makes calls automatically with the aim of creating a continuous flow of calls for each agent in your contact center.
The idea is to save time, as the agent no longer needs to dial phone numbers and wait for the call to be answered.
There are different functionalities in the class of autodialers. They can be:
Predictive: they predict the average duration of azerbaijan whatsapp data a call and, before a call ends, they start making another contact;
Progressive: only make the connection when the operator is already available;
Preview : the attendant needs to evaluate the data of potential contacts before the dialer makes the call;
Overdialing : as soon as the attendant ends a call, this tool makes several simultaneous dials.
We can also talk here about reverse or active URAs that do not require, at least initially, the action of an operator.
With them, several simultaneous calls are made, and the customer is initially attended to by a… voice robot (himself!).
Can you now see how these technologies intertwine and complement each other?
The important thing is to understand the best strategy for your contact center and how your customer profile reacts to using it.
How to maintain a good customer service experience with high demand
How to check the results of the dialers' work
And how can you check the results of the work carried out by automatic dialers in your contact center?
Divide employees into two teams: one that will work with the call center dialer, and another that will work without it.
Operators working with the technology must receive comprehensive training to manage it correctly.
Determine the performance metrics and monitor both teams. After the trial period is over, you can compare the results of the two teams.
An important point is the focus of its operation: each type of dialer offers a solution that meets different needs, taking into account, for example, the sector's tendency to be more receptive or active, or its need to filter the type of customer who wants to receive calls from the call center.
We must emphasize that your contact list must be updated, programmed to respect those customers who have requested to no longer receive telephone contact.
Always remember: the success of implementing the call center dialer in your company depends on the organization of this contact list.