Accelerate Your Outbound Customer Service Strategy
Over the past few weeks we have brought to you some compelling reasons why an Outbound Predictive Dialler should be part of your outbound customer service strategy. This week we reveal Reason #3 – Credit Card Safety and how to stop possible fraud. In addition, you can now download the full Guide to Predictive Dialling and see 10 good reasons why your business shouldn’t be without one.
For many businesses, proactive outbound customer communication can potentially be a key driver of success whether this is to help boost contract renewals, increase cross sell and up sell opportunities or manage service outages. All provide the opportunity to get on the front foot and be more proactive in how you engage with customers
However, if you are having to manually punch in numbers or constantly getting through to answer machines it can be both cumbersome and unwieldy and results in very little time clocked up speaking to customers. With modern predictive dialler technology this time consuming approach can be eliminated, boosting efficiency and productivity within your contact centre and enabling your agents to do what they do best – talk.
So why should you use a predictive Dialler?
The most innovative diallers today also help to ensure the safety of credit card data. Using these diallers removes the need for customers to recite their card details over the phone, which may leave companies open to the possibility of fraud. Customers can instead enter their details using a phone keypad that effectively masks the information from the agent and therefore eliminates that possibility.
The best diallers include functionality that helps you comply with Ofcom rules and other key regulations. However, it’s not the technology but the process and structure you put in place to monitor and control it. The need to avoid making nuisance calls to customers is increasingly important across all economic sectors and will be a key requirement in the future. With the latest state-of-the-art, predictive dialling technology, you can maintain lists of phone numbers directly within the dialler itself. This helps to stop calling contacts that must ‘not be called’, even if the data has accidentally slipped into your CRM database.
With a predictive dialler, you can significantly reduce the time you waste on outbound campaigns. That’s because the software has the intelligence to predict how long your agents will spend on each call and precisely when they should make the next one. Without the dialler, they are likely to spend most of their time trying to get hold of customers. With one, they’ll spend less time dialling and more time, often up to 50 minutes per hours, speaking to them. In short, therefore diallers can increase efficiency and raise agent productivity, both key benefits in a business environment where cost pressures continue to bite.
Want to know more? Click here to download our 10 Reasons to Buy a Predictive Dialler – A Business Guide