Tag Archives: contact centre

Improve Your Sales with Predictive Dialing


Predictive dialing helps you reach out to more customers and explore more business opportunities

irv-edge-ivrsCustomer service organizations across industries and markets are under pressure to increase sales and deliver better business results. Contact centers need to continuously evolve and look for ways to improve the productivity and sales efficiency of their people. They have to ensure that their agents are not just making more calls, but are also talking to the right people at the right time. There is a need to improve the quantity as well as quality of interactions.

A predictive dialing system provides an intelligent solution to manage outbound calls in a way that maximizes call utilization, reduces call abandonment and significantly improves the performance of service agents. Although predictive dialing technology has been around for some time, not many companies have been able to realize its true potential. Market experts assert that if the technology is deployed judiciously, it can increase agent productivity by at least two to three times. It has a positive impact on the overall quality of customer service, which eventually translates into more customers and higher revenues for the organization.

Efficient Lead Management

Predictive dialers use complex algorithms to predict whom to call and at what frequency, thus ensuring maximum hit rate. Live calls are automatically routed to the available agents and the system can assess when an agent will be free to attend the next call. These decisions are based on a number of parameters such as the number of agents logged in, the approximate duration of a call, agent idle time etc.

The automated dialing system has capabilities to detect disconnected lines, busy signals, voice mails and no answers. The calls can be managed more efficiently by taking all these factors into consideration. This minimizes time wastage and agents can work on more leads and close more sales at any given time.

A predictive dialing solution automatically identifies and connects to customers with the highest buying potential, thereby enabling effective lead management and further increasing the probability of sales. The solution organizes customer information and sales leads in a way that can be effectively utilized by service agents to improve business results.

Maximize Agent Productivity & Sales Efforts

Efficient management of customer calls and sales leads also improves the productivity and performance of customer service agents. They are able to save the effort that was earlier wasted on manual dialing, redialing, faulty numbers or uninterested customers. The overall saving in time can be productively utilized for upgrading the skills of agents or other value-adding activities.

A predictive dialer not only increases your contact ratios, but can also be aligned with sales and marketing campaigns to accomplish long-term business goals. Many contact centers are using predictive dialing technology to support multi-channel campaigns as it proves quite effective in handling high volumes and multiple touch points across different platforms.

Predictive dialing streamlines your customer management processes, improves service quality and significantly boosts your sales efforts. Improvement in contact rates, call duration and interaction quality automatically results in better business performance. Customers also become more receptive and there is a positive impact on the organization’s revenues and profitability in the long term.

About Teckinfo

cropped-logo.jpgIncorporated in 1995, Teckinfo Solutions Pvt. Ltd. is a leading provider of Converged Voice and Data Solutions. Teckinfo’s strength lies in developing and implementing comprehensive solutions for Contact Centers, Helpdesks, CRM and other Unified Communication Products and Solutions. Our solutions are highly scalable and flexible, thus empowering organizations to effectively facilitate customer engagement while improving the overall customer experience.

InterDialog Dialer is an independent, intelligent system that controls the outbound calls, made by a contact center, using various algorithms. The Dialer works as Predictive Dialer Software, Automatic Dialer, Progressive Dialer, Preview Dialer mode based on the requirement of the process. It allows the system to create groups/caller lists and then dials out to multiple calling groups/lists at the same time, thus helping target a wider market segment in a shorter period of time.

For more information on our state-of-the-art technology, please visit us at http://www.teckinfo.com/predictive-dialer-automatic-dialer.php

Drafted & written by Manisha Gupta

Five Simple Ways to Increase Contact Ratio

A higher contact ratio combined with correct leads will automatically improve your business outcomes

With rising competition, unpredictable customer behavior and falling brand loyalty, it is becoming increasingly tough for companies to attract and retain customers. Apart from ensuring excellent customer service at all times, one has to proactively reach out to customers, win their confidence and deepen customer relationships. Successful contact centers not only make extra efforts at understanding customer behavior, they also continuously update their approach to customer management with changing customer expectations.

The efficiency and effectiveness of a contact center ultimately depends on how well it is able to increase the sales volume of an organization. It is often seen that even after making innumerable attempts at calling, contact agents are not able to achieve the expected results. Therefore, companies need to focus on improving their contact ratio and maintaining it at a reasonable level to ensure successful business outcomes.

Apart from achieving the ‘correct’ contact ratio, it is also important to ensure that the correct leads are contacted and converted into sales results. A high contact ratio combined with correct leads can go a long way in increasing your sales leads and ensuring business success. Here are some suggested ways to increase your contact ratio:

Use of Advanced Dialing Logic: Use a comprehensive dialing solution that is built around advanced dialing rules which include Time-based attempts, Number-based attempts, Maximum attempts and Day-wise attempts. This will improve your call efficiency by lowering the wait time, the number of dropped calls and the idle time of agents.

Predictive Dialing: Automated dialing solutions can be configured in a way that can improve dialing efficiency. For example, the system should be able to identify which group to call or which agent to divert a connected call to. These decisions are based on various factors such as the approximate duration of a call, the number of agents available, the number of connections, etc.

Maximizing Call Reach: Outbound calls should be made after a process of critical evaluation to maximize the reach of a campaign. Calling multiple lists or groups at the same time also increases the reach of a campaign within a given time frame. The dialing solution should be flexible enough to allow independent decision making and automation of campaigns across wider markets and multiple time zones.

Use of Skills-Based Call Routing: Customer calls must be managed or routed in a way that they receive quick and satisfactory response to their requirements. Skills-based routing can be used to reduce unnecessary call transfers and ensure maximum utilization of every call opportunity.

Call Monitoring, Persistency and Responsiveness: While the selection of a good dialing solution increases call effectiveness, it also has to be supported with efficient internal call handling processes. Live call monitoring and coaching can be applied to improve these processes. Simple factors like calling time, call duration, response time and ability of the contact agent to connect and engage with customer have to be monitored and improved continuously.

While all the above factors are important to increase the contact ratio, finally it depends on the calling executives and their ability to translate the business goal or vision of an organization. A contact center must aim at developing a customer strategy wherein they are able to deliver value to the customer in each customer service process or activity that is performed.

About Teckinfoshutterstock_138016556

Incorporated in 1995, Teckinfo Solutions Pvt. Ltd. is a leading provider of Converged Voice and Data Solutions. Teckinfo’s strength lies in developing and implementing comprehensive solutions for Contact Centers, Helpdesks, CRM and other Unified Communication Products and Solutions. Our solutions are highly scalable and flexible, thus empowering organizations to effectively facilitate customer engagement while improving the overall customer experience.

 InterDialog Dialer is an independent, intelligent system that controls the outbound calls, made by a contact centre, using various algorithms. The Dialer works as Predictive Dialer Software, Automatic Dialer, Progressive Dialer, Preview Dialer mode based on the requirement of the process. It allows the system to create groups/caller lists and then dials out to multiple calling groups/lists at the same time, thus helping target a wider market segment in a shorter period of time.

For more information on our state-of-the-art technology, please visit us at http://www.teckinfo.com/

Teckinfo awarded Technoviti Award

Teckinfo is proud to announce that they won an award at Technoviti 2015 . Organised for the first time by Banking Frontiers & Greyhound, the event recognises and honours innovations in technology. It also works at bringing together some of the best technology solution providers in the BFSI industry and boasts of a panel of the top CIOs, CTOs and CISOs, who put their heads together to vote for the top contributors.

Teckinfo was recognised for its solution InterDialog UCCS and its  Innovative and Disruptive Technology in the BFSI Sector. The InterDialog UCCS is a highly scalable solution that fits right into the existing framework of an organization and bring about a higher rate of efficiency while eliminating risks due to human errors and the consequent overhead costs. Teckinfo’s Banking Solutions(Contact Center /Helpdesk solutions) provide an effective link between front and back office operations, making certain that data is available across the organization – in departments, call centers and branch offices – from any location and at any time – day or night.

Teckinfo’s Banking Solutions offers dedicated Banking Helpdesk Services, which increase the efficiency and convenience of your company, by providing constant live customer support availability 24*7-365 offering a variety of services. including: support for employees and customers, and complete start-to-finish automation of processes ranging from simple financial transactions to credit analysis and account processing. It may be used to provide information, online/Offline verifications, Lead management, Recovery, or conduct more complex transactions such as providing opening information etc. The solution has helped to improve processes for some big names in the industry.

Incorporated in 1995, Teckinfo is a leading provider of Unified Contact Center, Customer Interaction Management, Help Desk And other Work Force Management Solutions.  These solutions facilitate organisations with avenues to engage their customers while working towards improving the overall customer experience. For more information on their state-of-the-art technology, please visit them at http://www.teckinfo.com/

 

Teckinfo announces Interoperability with Matrix Comsec

Teckinfo is proudly announces the recent completion of Interoperabillity with Matrix Comsec. With this collaboration, Matrix plans to break ahead of the race in Contact Centre and Voice based solutions with the help of Teckinfo expertise in Call Center domain.

A leading manufacturer of VoIP telephony systems, the interoperability gives Matrix the opportunity to release its IP based communication solutions such as Phone Systems, VoIP Gateways and IP Phones, into the mainstream Contact Centre industry with the domain expertise of Teckinfo Solutions. Teckinfo’s InterDialog Unified Contact Center Suite provides Automatic Call Distribution (ACD), Interactive Voice Response System (IVRS), Dialer, and Voice & Screen Logger along with Unified Agents capable of not only handling voice but also other media viz. Email, SMS, Chat and social media connectors.

As for Teckinfo customers, they can look forward to using the InterDialog Unified Contact Centre Suite and enjoying the benefits of advanced IP technology, while Matrix customers can have the best of the ETERNITY solutions thanks to Teckinfo’s InterDialog solutions.  This CTI Interoperability will help customers of Teckinfo as well as Matrix thanks to a definite improvement in the quality and efficiency of calling activities.

Incorporated in 1995, Teckinfo is a leading provider of Unified Contact Center, Customer Interaction Management, Help Desk And other Work Force Management Solutions. These solutions facilitate organisations with avenues to engage their customers while working towards improving the overall customer experience. For more information on their state-of-the-art technology, please visit them at http://www.teckinfo.com/