How To Combat Time Wastage In Call Centers?

A great man once said: "Time is money!" I don’t know in what context he said this, but I find this quote to be very relevant to the call center business.

The key to success in the call center industry is making most out of the given time frame because one of the biggest obstacles in the business is wastage of representative’s time to dial each lead on the long contact list. And the time spent by sales representatives in waiting for someone to answer their calls is another top-up to the time wastage levels. The situation becomes even more frustrating when a representative is directed to answering machine because then sales reps have to wait through automated responses before leaving their own message when they could be moving on to a new lead.

Also, sales agents working in this industry are often compelled to take a substantial portion of their work day to follow up on those calls. This also includes sending fax messages and emails. Then there is the matter of dealing with the receptionist, assistant or secretary who will eventually route the agent to the final sales lead. All this leads to more non-productive minutes on the desk.

Now, the question here is: is there a way to overcome these issues?

Yes, there is. The solution here is termed as power dialers.

A power dialer is actually a software solution that has the ability to call through a pre-specified list of contacts. Now there is something you also need to be aware of – some people simply confuse power dialers with auto-dialers, but they have a broad difference. Auto-dialers just cut the time taken to dial a long list manually, whereas power dialers offer the following features:

• Their automated process removes the dullness of dialing manually from a sales agent's routine. But that does not mean that one cannot dial manually - they also support this feature.
• Between the dials, agent stays on the line. This saves the significant amount of the work day as there is no hanging up after each call when using this software. The next contact is immediately patched through.
• When encountering an answering machine, sales reps can leave a pre-recorded messages and leave. Yes, some power dialers even offer the liberty to record a message to tackle the problem of automated responses. When an answering machine is encountered by the dialer, it automatically leaves these pre-recorded messages. While the message is being left, it allows the sales rep to move on to another call saving a major chunk of his time.
• The power dialing software works in a similar manner with regards to fax messages or emails. They also allow the creation of templates for messages. The benefit is that when a sales rep promises to send an email or a fax, he/she can select the template on their screen and the message is sent instantly. The lead would indeed be impressed without fail by watching how quickly their requests are met.

These features of the power dialer software can increase call volume three or four times from what it was beforehand.

To know more about Salesforce dialing, visit Phoneburner.com.

About The Author

Andy Jones is an expert when it comes to modern communication systems and loves to write interesting articles and blogs, advising people on the right technology to use for their outreach efforts. He recommends PhoneBurner.com as the name you should trust if you are looking for power dialer software or similar applications.

Catherine Wales is a professional marketing and sales agent. She strongly recommends use of automatic dialers to boost efficiency and save time. She recommends www.phoneburner.com as the right place to go to for such a software.