The market for dialer software is expected to grow to over twelve billion dollars by 2028. The growth of contact centers in both fast-developing and developed nations and the increasing utilization of telecommunication solutions are the reasons for the software's continued growth. However, the question is, why are these tools gaining momentum?
In this post, we’ll cover some of the reasons why auto-dialing solutions are no longer a mere luxury but a necessity among outbound contact center companies. If you want to learn more, continue reading below.
If you believe that customer support representatives are able to perform their duties round-the-clock without problems, think again. Recent studies by Harvard’s Business Review indicated that customer service was one of the business functions that were hit the hardest during the global COVID-19 pandemic. An analysis conducted by an AI for more than a million calls in customer service underlined a couple of things:
Unfortunately, these issues are more prevalent for contact centers that lack the right technology and tools to enhance their workforce’s efforts. With auto-dialing software, you’ll be able to relieve some of the workloads of your representatives and minimize human error by automating mundane, repetitive, and routine tasks.
Another aspect of contact centers that auto-dialers can improve upon is minimizing the idle time of agents. Whether it’s waiting for calls to connect, experiencing answering machines and busy tones, or dialing incorrect numbers, these solutions can address these issues. In doing so, they enable agents to focus more on engaging consumers and creating personalized experiences for them, leading to a higher level of productivity.
Auto-dialing solutions improve the talk time of agents because it automatically redirects connected calls to them to add to the abovementioned point. With the reduction of idle time and increase in the ratio for connected calls, representatives get to spend quality time speaking to consumers instead of waiting for calls to get connected.
As representatives are able to make or take in more calls, conversions will go up. Auto-dialers can save around a couple of hours of time per agent on average, as it removes many time-consuming and unnecessary tasks from an outbound campaign. Because the agents get to engage more prospects, they’re given more opportunities to generate revenue, leading to an increase in the company’s bottom line. And at the end of the day, a contact center needs to increase its profit margins to survive and achieve success.
Having the proper tools is imperative to succeed in every industry. And in the contact center sector, few tools are as integral as auto-dialing software. After all, these solutions help improve the productivity and efficiency of agents by relieving some of their workloads. It also allows them to focus on prospects, resulting in greater revenue generation for the company. So make sure that you invest in a reliable auto-dialer, as it will make a difference.