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  • Writer's pictureSatish Murthy

Outbounder is not a Dialer

Sales agents grind the phone lines day in and day out while skillfully establishing rapport and pushing their product. A Dialer is a great too to speed up the process. Why not enhance this process by having Qualyon Outbounder do not just the dialing, but also the talking? Let me explain how. But before that, a little bit about a dialer.

What is a Dialer?

A call center dialer is an application that automates outbound calls. It comes in different types –but typically, a dialer dials automatically from a selected database. Once a live person responds on the other line, the predictive dialer transfers the call to an available agent. To do this, it has to deal with issues like agent availability, taking into account the number of agents, average call length, nature of calls, time of day and the algorithm in order to determine the number of calls to initiate at the same time. This minimizes downtime but risks call abandonment due to delays in call transfer.

What are the problems with a Dialer?

Call Abandonment Risk: New call dialed is picked up, but none of the agents is yet free to take the call. In such cases the person at the other end of the line can get irritated because of the 'blank call' and hang up the phone. If a deliberate lag is introduced in the dialer, such that it will wait few extra seconds to ensure 100% agent availability, then this again defeats the very purpose of having a dialer which is to make calls at the fastest possible speed.

Availability of agents

Prediction algorithms work well only when the number of agents is high. The general consensus amongst those in the industry is that the minimum number of agents should be at least 10 or 12, for the predictive dialer to work effectively.

AMD (Answering machine detection) issues

The agent has to be the one to determine between a live person and an answering machine. The dialer software has to then rely on basic voice recognition techniques to identify whether its a human response or simply an answering machine. It rarely works.

We are not event talking about a situation where the live person is not the intended person. A dialer will always end up forwarding the call to an agent.

Agents need downtime

Since many a calls does not go down well, it bears down on agents. Agents have to set aside a negative conversation before they are back with their best for the next conversation. Agents require downtime, so that the quantity of calls are sacrificed in favor of quality

How does Qualyon Outbounder help?

Qualyon Outbounder interacts with customers completely, avoiding the need to transfer to agent only when absolutely required. The moment call connects, Outbounder will start talking to the customer.

If the one who picks up the phone is not the right person, Outbounder will clarify and take the correct details. If this is the answering machine, or if a receptionist picks the calls, Outbounder will talk to the operate on the answering machine, or talk to the receptionist to route the call appropriately.

With Qualyon Outbounder, you don't just save the time required for dialing, but you can script an entire conversation. The purpose is narrow down sales leads to those where the customer has expressed interest. Your agents can close the deal now by having a longer discussion.

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